Notification is not being received by the target user in the teams virtual agent from servicenow

[KalkiSaiK]

Implemented M365 integration with Servicenow.

But the user is not receiving the notifications to their Microsoft teams virtual agent.

But I am able to see that notification is triggered from provider notification logs and delivered to target user.

but the notification is not delivered to virtual agent of teams.

[kaushal_snow]

Hi @KalkiSaiK ,

Please check once whether VA Notifications are enabled (must be enabled for all users)

Go to Conversational Interfaces → Settings → Microsoft Teams Integration and ensure “Enable Notification for all users” is turned on, even users who haven't yet interacted with the bot.

[KalkiSaiK]

Hi Kaushal.

Done it already but still facing the issue 

[KalkiSaiK]

Done it already. But still facing the same issue

[kaushal_snow]

Hi @KalkiSaiK ,

The most likely case here is that the Virtual Agent “Message Auth” entry (linked via the sys_cs_provider_application_identity record) is missing. Even when the provider logs say “delivered” with destination count > 0, if no valid message_auth identity is mapped, ServiceNow fails to send the message to Teams, so no message ever arrives in the Virtual Agent chat...