Channels and integrations page missing

[Nick Parsons]

Since Utah, most of the documentation for MS Teams talks about using the "Channels and integrations" page under All > Conversational Interfaces > Settings, then in General Settings there is supposed to be an option called Channels and integrations. However, when I navigate to the General Settings page, there is no option for Channels and integrations:

I have installed the following plugins, which I believe should provide me with this option:

• Conversational Integration with Microsoft Teams [sn_va_teams] v6.0.0
• IT Service Management for Microsoft 365 [sn_now_teams_it] v2.6.7
• ITSM Virtual Agent Conversations [sn_itsm_va] v9.0.1
• Glide Virtual Agent [come.glide.cs.chatbot]

I'm fairly certain the option is supposed to become available once [sn_va_teams] is installed. I have also performed a cache.do, and cleared by browser cache to make sure the page wasn't being cached and showing me the old version without this option.

Some additional details:

I am running the Utah version of ServiceNow and in a non-prod instance, and, to the best of my knowledge, haven't installed conversational integration with MS Teams prior to this on this instance.

PS: I noticed that when I installed this in my PROD instance I was able to see the option correctly. If it's only available in PROD instances, then how am I supposed to configure this in development instances (for example, the Configure link authentication and opening experience in Microsoft Teams page's instructions require me to have access to the "Channels and integrations" page to configure link authentication, which I don't have)?

[Cuneyt Bozok]

Hi, I'm facing the same issue, did you resolved it ?

[Nick Parsons]

Unfortunately not... still hoping someone will see this and shed some light on it. The only time I did manage to see this page was when I installed sn_va_teams in my production instance (which was not great as the UI was completely different from what I had expected on the deployment day) 

[Cau Thoong]

I've ran into the same issue as well. The only way I've been able to get there is using the filter navigator. Go to all -> search "Channels and Integration". 

[Nick Parsons]

Interesting. For me, I don't seem to have a "Channels and Integrations" menu item in my non-prod environments. It's there in production, but for non-prod instances where I've installed sn_va_teams directly it shows "Messaging Apps Integration" instead (which navigates to the page /$bot-install-ui.do instead of the new /now/conversation/settings/channel-settings).

Note: I did notice that the Channels and Integrations page + menu item appeared in PROD. When I clone PROD back to my non-PROD instance I do see the "Channels and Integrations" option in both the Settings page and menu item, however, if I install sn_va_teams directly in a non-prod instance without doing a clone back this page is missing and so is the "Channels and Integration" menu item (instead it shows "Messaging Apps Integration"). I can see that both the "Messaging Apps Integration" in my non-PROD instance and the "Channels and Integration" menu item in my PROD instance are part of the same application and same version (for me that's version 8.0.19 of the Service Now Chatbot Admin Screen application) in both prod and non-prod, so not sure why they're appearing differently.