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]

Very strange behavior, I can't see the menu item as well. I also have another question: I'm trying to integrate multiple custom MS Teams bots into ServiceNow to connect live agents from the same corporate tenant. That is why I'm actually trying to open that menu to see what I can do with it, do you have any knowledge about how to achieve this ? I have successfully integrated one bot to servicenow using the VA Api, but that looks like it only supports single endpoint to respond back. 

[Cau Thoong]

I would try to update all the plugins required and hopefully they release a new version to fix this bug.

As far as multiple custom MS Team bots, I've never done that before but I've seen documentation - https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/task/...

Not sure if this is what you need?

[Cuneyt Bozok]

Yes I saw that one too, and for that I need to find how to access to that "channels and integrations" tab 😂 I updated all the plugins, I'm in Utah version and still can't see that page like in the documentations.

[Cau Thoong]

This is the direct URL if that helps - <instance name>/now/conversation/settings/channel-settings

[Cuneyt Bozok]

Thanks but still nothing. The page looks like this ...