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 · Accepted solution]

I have resolved the problem. 
The issue is "Omni-Experience Standard Feature Set" plugin is not updated during all the plugin installations. You need to update it manually, after that the Conversational Interface page gets updated.

[Nick Parsons]

That did it! Thank you!

Just out of curiosity, how did you work out that you had to update this particular plugin to get it working?

[Cuneyt Bozok]

Thanks to Cau Thoong I have learned that the page URL is "<instance name>/now/conversation/settings/channel-settings" I went there and the page wasn't loading but from there I saw the title of the page, so I checked the UI Builder to see that page "CI Admin Experience" and it turns out the application for that page is "Omni-Experience Standard Feature Set".

Then I checked the plugins with that name and thats it!