Virtual Agent is unresponsive in Teams after the instance is cloned

[Fu]

Background:

Your instance is successfully integrated with your Azure tenant and VA works on Teams. You clone the instance then integrate again. On Teams connected to the cloned instance, when you type "hi" or "restart" on Virtual Agent, it doesn't respond. The most common issue after a clone is that the Virtual Agent credential is missing or needs to be re-created manually.

Solution:

1. Change the current scope to "Conversational Integration with Microsoft Teams"
2. Open "Virtual Agent MS Teams Credentials" from connection & credential aliases
3. Delete the related record "VA Microsoft Teams"
4. Create a new record under credentials
5. Choose type of credentials as "VA Microsoft Teams Credentials" and name it "VA Microsoft Teams"
6. Choose Authorization Algorithm as "VA Teams Outbound Token" 
7. Save the record

[bipinsingh207]

Thanks a lot , this worked perfect . 

[Saurabh Batwe]

Hi All,

I had same issue the VA is not responding and i'm getting a 401 error from teamsproxy.service-now.com server. I applied the above solution but no luck.

Do let me know how can I troubleshoot .

Thanks & Regards

[Matthew Brock]

Is there a recommendation of clone preservers / table exclusions to add to avoid issues during cloning?  I was planning on preserving/excluding the below tables(or validating exclude/preservation rules already exist for them) and was looking for feedback.

sn_now_teams_manifest
token_verification
oidc_token_verification

oidc_provider_configuration
message_auth
sys_cs_bot_messages
sys_cs_provider
sys_cs_provider_application
oauth_credential
oauth_oidc_entity
oauth_entity_profile
oauth_entity_scope
sn_now_azure_user
provider_user_map

[Chris D]

@Matthew Brock looks like you got them all, plus a few extra. These are the tables ServiceNow specifies in KB1215939 How to exclude the cloning of "ServiceNow for Microsoft Teams ➔ Install Azure apps":

Virtual Agent:

• jwt_claim_validation
• message_auth
• oauth_entity_profile
• oauth_entity_profile_scope
• oauth_entity_profile_verification
• oauth_oidc_entity
• oidc_provider_configuration
• oidc_token_verification
• sys_cs_provider_application
• token_verification

ServiceNow for Teams:

• sn_now_azure_app
• sn_now_azure_credentials
• sn_now_azure_installed_app
• sn_now_azure_installed_tenant
• sn_now_azure_tenant_mapping

While I question why they're not all preserved ootb, at least some of them are setup for Clone Data Preserve ootb - I bolded the tables we had to add (we just did this last week). Double check Clone Data Exclude though - it doesn't appear that those match.

Edit: I stumbled upon another article from ServiceNow which adds two more tables to the mix to be preserved (and probably just as important, excluded): Best practices while using plugins belonging to ServiceNow for Microsoft Teams - ServiceNow Communit...

• sn_now_azure_token
• sn_now_azure_user