Microsoft Teams is showing broken images for Output HTML control or image output (KB0961949)

[Phil A]

Hi, I have set up a test Servicenow teams integration with our virtual agent. All is Ok with the connection, we are getting responses from the bot in Teams apart from the issue in the subject line. This is a problem as lots of our VA topics are rendered as images and show a broken image icon in Teams.

We have IP access control enabled so I am assuming teams does not have access to the image in our ServiceNow instance. As we have IP access control configured, this maybe understandable.

The resolution in the linked KA (KB0962294) seems to be add publicly advertised IP ranges for Teams the to an inclusion list?

https://learn.microsoft.com/en-us/microsoft-365/enterprise/urls-and-ip-address-ranges?view=o365-worl...

I am assuming this is the standard IP access control list? (ip_access table)
As there are several /14 and /15 / 32 subnets listed on the Microsoft site for MS teams and we cant use urls or CIDR ranges in the ip_access table this could be a very long list of IP ranges.

Has anyone managed to narrow down the IP ranges for MS Teams that need to be added to the ip_access table so teams can access the images, I am in the UK.

[Phil A]

Ok added the publicly available Teams URL's, ( so not a safe listing issue). Images stored in SN image library but still not rendering correctly in MS Teams. The image url is generated by a multi part out node in VA designer, here is the html but image doesnt render correctly.

multiOutMsg.addHtmlPart('<div>Great, I can show you how to set this up in your email account.</div><br><ol start="1" style="margin: 0 0.9375rem; padding:0;"><li>Make sure you know the email address of the shared mailbox you want to add</li><li>Open Outlook</li><li>Select <strong>File </strong></li></ol><br><div><img style="border:1px solid #007392;" src="Digiimage150.png" width="100%" alt="Screen shot of \'File\' in Outlook"/></div>')

The attached shows render in teams v ServiceNow. We are using latest version (6.0.0) of  Conversational Integration with Microsoft Teams.

Any help is gratefully appreciated

[nebula]

Hello - may I ask what became of this issue?

[Phil A]

Hi Nebula, we are still having the issue Im afraid, I have a NOW support case outstanding