MS Teams Virtual Agent links routing to Service Portal (/sp) instead of Employee Center (/esc)

[Rajashekar 1]

Hi Community,

I am facing a persistent issue where links (Incidents, Requests, Knowledge Articles, and Catalog Items) generated by the Virtual Agent inside Microsoft Teams are still routing users to the standard Service Portal (/sp) instead of the Employee Center (/esc).

We do not use the /sp portal in our organization at all; our sole portal is /esc. I have followed the standard documentation and community articles to update the routing, but the system seems to be completely bypassing my configurations.

Here is everything I have already configured and verified directly in Production:

1. System Properties:

   • com.glide.cs.url_redirect.default.portal is set to esc

   • sn_itsm_va.com.snc.itsm.virtualagent.portal_url is set to esc

   • sn_now_teams.portal.suffix is set to esc

   • sn_va_teams.copilot_portal is set to esc

   • glide.service_portal.ais_defer_load_enable.list is set to esc

   • sp_allow_perf_debug_option_for_portals is set to esc

2. Provider Channel Identities (sys_cs_provider_application):

   • Both the VA Teams Adapter Provider and VA Teams Copilot records have their Default Portal field explicitly set to Employee Center.

3. URL Navigation Mappings (sys_cs_portal_url_mapping):

   • Modified the default fallback records for sc_cat_item, kb_knowledge, and task.

   • Left the Portal field (empty) to catch the Teams context, and updated the Value scripts to explicitly use the /esc prefix (e.g., /esc?id=kb_article&sys_id={{data.sys_id}} and /esc?sys_id={{data.sys_id}}&id=ticket&table={{data.table_name}}).

4. Cache & Session Testing:

   • Executed a full cache.do on the instance.

   • Had the testing users log out/log back into the MS Teams desktop client completely and type restart to flush the bot conversation cache.

The Issue: Despite all of the above pointing to esc, whenever a user interacts with the bot in Teams and clicks an actionable link or card, the browser still attempts to load the /sp path.

Any insights or deep-dive recommendations would be greatly appreciated!

Thanks in advance! @Chuck Tomasi @Mark Stanger @Ankur Bawiskar @Prashant Kumar @Hardit Singh @Sarah G_ @