Known Error and Resolution steps
FAQs
- If my requirement is only Virtual Agent chatbot integration with Microsoft Teams what is the plugin that we are supposed to install?
- If the need is to have only chatbot (Virtual agent) in Microsoft Teams, kindly install only Glide Virtual agent and Conversational Integration with Microsoft Teams plugins to integrate Virtual Agent in Microsoft Teams. See documentation here
- When do I need ServiceNow for Microsoft Teams group of apps?
- See this article to understand various features offered in this app.
- What are tenancy's and how to understand the application tenancy's?
- Learn about it here. Understand that only creation of application is linked to the tenancy in ServiceNow for Microsoft Teams integration context.
- What does Pre-published and Self-configured apps mean? (previously labeled as Multi-tenant and Single-tenant apps)
- Pre-published apps: This Azure Enterprise application and is maintained by ServiceNow. This Application uses Proxy to enable communication between Microsoft Azure tenant and ServiceNow instance, the mapping has a limitation that it can hold only unique Azure tenant ID in the table. Hence the limitation of 1 ServiceNow instance to 1 Microsoft Azure Tenant (1:1 mapping).
- Self-Configured app: This Azure application (App registrations) should be created/maintained by Customer within their Microsoft Azure Tenants (1:N mapping). There are no limitations in this configurations, use cases can be,
- When customer has multiple ServiceNow instances (Staging, QA, Prod) and has only one Microsoft Azure tenant to work with. In this case customer can create one azure application per instance from https://portal.azure.com. The configuration steps are listed in ServiceNow documentation.
- When customer has requirement that they will use one Servicenow Instances and connect Multiple Azure tenant (with guest configurations).
- ServiceNow for Microsoft teams and Virtual Agent custom bot installation, there are two manifests which one should I upload?
- When you create a custom bot as per steps here, you will also be recommended to upload manifest. We suggest, when customer is using ServiceNow for Microsoft Teams manifest generation UI page, the manifest that is generated here will take care of VA as well. Observe the step mentioned here for "Configure virtual agent", since we are choosing the newly integration custom bot already, the manifest will have the information. Just uploading one manifest will do the job.
- How can I decide which path I should choose? Pre-published or Self-configured path?
- It is recommended to understand both the configurations and choose based on the Azure tenant and ServiceNow instance infra setup. If there is only one tenant and multiple ServiceNow instances where the use case is to move instance configuration in stages like dev, qa and prod. It is advisable to use Self-configured approach. You can choose Pre-published as well, but as per limitation it can have only one active connection with an instance and azure tenant, if one wants to connect the second instance they will have to first uninstall existing connection and then connect the new one.
- How to change our existing setup from Pre-published to Self-configured setup?
- If an instance was previously configured with pre-published and now want to be configured with self-configured, follow below steps.
- Go to ServiceNow for Microsoft Teams -> Install Azure Apps and click on Uninstall button. Verify the tenant configured in module ServiceNow for Microsoft Teams -> Tenant Connections to make sure the uninstall was successful.
- Now follow the documentation of integrating self-configured app, you should be able to change your setup from Pre-published configuration to Self-configured configuration.
- Do we need two different Azure apps for Virtual Agent self-configured bot and Servicenow for Microsoft Teams authenticate users App?
- short answer: yes
- long answer: This usually happens when both Virtual agent (bot) and authenticate App (tab sso) are using self-configured path. There will be two apps, for virtual agent bot, which will be created from developer portal. For authenticate users you will be creating an app from Azure portal. The configuration for these two apps are separate and ServiceNow side configuration is also separate.
app creation difference
- What are the tables should I preserve for clone?
Table label Table name Azure App sn_now_azure_app Microsoft Azure Credentials sn_now_azure_credentials Installed App sn_now_azure_installed_app Installed Tenant sn_now_azure_installed_tenant Azure User Token sn_now_azure_token Azure User Mapping sn_now_azure_user Teams Guest User Chat Configuration sn_now_azure_tenant_mapping - Can both Pre-published and Self-configured exists in one ServiceNow instance?
- This is not a supported configuration
- Why should I modify OOB generated oidc_provider_configuration User field value for TAB SSO feature?
- Not always the environment is configured to use sys_user.email (field) as primary user email field. Most of the times it is configured in User ID field which is used for login as well. So it is necessary to review oidc_provider_configuration record and update based on requirement.
- 1. User Claim - this parameter is picked from the token.
2. User Field - this is picked from sys_user table. The value of this column and upn mentioned in User Claim field should be matching.
- My requirement is to only have EmployeeCenter tab within the BOT, can I remove the CHAT tab in that case?
- Yes it is possible, see KB here.
- I want to re-order the TABS with the ServiceNow for Teams App, is this possible?
- yes it is possible, see KB here.
- I want to configure and allow Guest users in Start Microsoft Teams chat feature, how can I achieve this?
- we have a new feature introduced in November 2022 called Guest user access for Start chat and Import chat messages features. Please see documentation here.
- Does Manifest generation support localisation?
- yes when the OOB manifest record is used to generate the manifest, we are shipping the equivalent translated strings for all the ServiceNow supported languages. The downloaded ZIP should contain all the translations as well.
- however, the moment users click on "new" from the manifest list view, the translations should be taken care by the user for all supported languages, string needs to be saved per language.
- Can we customise VA Actionable notifications that are triggered via BR shipped in Microsoft Integrations - Core??
- Unfortunately no, this specific BR triggered VA Actionable notification is not allowed to be customised.
- Cross-Origin error when trying to load the portal tab in Microsoft Teams
- If the portal used is a custom portal then customer has to create respective sys_response_header, if the sys_response_header record exists, please verify the table records and its order. Sometimes if there is a GLOBAL application record exists, then it will get priority over the application scoped sys_response_header.
Most Common Errors with resolution
Error: "Error while authorising user" error when trying to access "Employee Center" tab (Your hub/Teams tab)
Solution: Make sure the associated oidc_provider_configuration User claim and User field point to the right values. OOB we ship User field as "Email" this could be different for different customers.
Error: shows resourceDisabled when trying to open the "Employee center" tab
Solution: Please review the documentation step where it is mentioned Navigate to
Error: Chatbot is not responding after configuring ServiceNow for Teams
Cause: One of the common issues that affects can be because of the steps here to block and unblock the 'Now Virtual Agent' from app permissions mentioned here.
Solution:
First - Make sure the order of installation of Virtual Agent, uploading of ServiceNow for Teams manifest and blocking of 'Now virtual Agent' app (available in store) is followed as mentioned in the doc (follow the order of configuration here).
Second - Make sure IP access is not blocking microsoft teams related IP addresses, see KB here
Third - If you have org specific permission policy to allow specific apps only in "Third party apps" and "Custom apps". Make sure you have the "Now Virtual Agent" in allow list of "Third party apps" and at the same time it is blocked.
Error: TAB does not load the right portal. [I want configure a custom portal, but TAB redirects to eesp or esc portal after uploading manifest or editing manifest.json "websiteUrl" value]
Solution: Firstly, websiteUrl JSON property does not represent the url that will load inside of the tab.
Second, there is documentation (link) explainning what are the steps needs to done in order to render the custom portal onto the Microsoft Teams TAB.
