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Chat functionality is not working in Team after ServiceNow/Team Integration

Ken61
Giga Guru

yesterday - last edited yesterday

Please assist Team,

After integrating ServiceNow and Team and the following plugins has been activated;

  • ServiceNow for Microsoft Teams
  • Now Assist in Conversational Catalog Request
  • Now Assist for IT Service Management (ITSM)
  • Now Assist for Platform
  • Now Assist in AI Search

The steps from this article was followed to Integrating multiple ServiceNow instances with a single Microsoft Teams tenant.

Integrating multiple ServiceNow instances with a single Microsoft Teams tenant

The chat tab from ServiceNow Application in Team is not responding. Whenever we type "Hi" or "agent", we do not get any response. Screenshot attached below. 

Please assist on what to do in other for this functionality to start working

 

Ken61_0-1765403692500.png

 

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rpriyadarshy
Giga Guru

yesterday

@Ken61  4 weeks back we were also trying the same - Integrating multiple ServiceNow instances with a single Microsoft Teams tenant  but it never worked. 

 

Then we went to HI SUPPORT and they were unable to help on same - STATING documentation is AMBIGUOUS and This Solution will not work.  I am also Putting the Snippet of HI Ticket for your reference. We wasted Many weeks and after that ServiceNow Product Team Confirmed It will not work This way.

 

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rpriyadarshy_0-1765419338719.png

 

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  1.  Self configured bots creation in teams for each instance.
    1. Bot creation in Teams : This is not working, as per ServiceNow this is an issue with tenancy of Bot in MS teams.  

Reference link (https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/virtual-agen...)

 

 

    1. Bot creation in Azure: This approach was discussed with Customer and since it has more configuration and scripting requirement in Azure side which has impact in the go-live date

Reference link (https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/virtual-agen...)

 

1 a - is your case which will not work as per ServiceNow Product team

1 b - This is where HI Support Routed us which is totally is separate piece of Development work on Azure Bot Framework.

 

Hope This helps and saves your valuable time as we lost few weeks because of this.

 

Regards

RP

 

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