MS Teams forum topics

Hi Team,, I have done cloning from Prod to DEV. After Cloning my integration is not working.

ysudileti — Mon, 15 Jun 2026 10:47:56 GMT

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

Rajashekar 1 — Thu, 04 Jun 2026 10:40:13 GMT

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:

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
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.
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}}).
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_ @

Sending Incident created notifications to Teams

Jason Nicholas — Tue, 02 Jun 2026 16:06:53 GMT

I am trying to set up a process that whenever a certain incident type is created, a messages is sent to a teams chat or channel.

Researching this it looked quite simple, set up a webhook on the channel, paste the URL into a Flow Action and the message will be sent when the flow runs.

The issue is that Webhooks are no longer available (demised this month) and I now need to use Power Automate instead.

I have a premium license for Power Automate so I can establish the connection to ServiceNow and create a flow here to talk to teams. I have then tried to configure a Flow to push the incident details to Power Automate however I am failing every time

If I add the following into the Power Automate flow

when I run the flow in ServiceNow I get the error

Error: 400. Message: {"error":{"code":"InvalidRequestContent","message":"The input body for trigger 'manual' of type 'Request' must be of type JSON, but was of type 'application/octet-stream'.","messageTemplate":"The input body for trigger '{0}' of type '{1}' must be of type JSON, but was of type '{2}'."}}. (Process Automation.0e9862431324030039a039ed9344b05f; line 5)

If I remove the Json and run the flow, it does send something to the teams channel,

However my ServiceNow flow shows

Error: 202. Message: . (Process Automation.0e9862431324030039a039ed9344b05f; line 5)

Does anyone have any experience of sending messages to teams, should I be doing it this way or instead of a Flow should I be using 'Rest Message ' and Business Rules.

Google search also mentions a ServiceNow connector in Power Automate but mine does not have this

I am new to this so any guidance would be appreciated.

Incident and Major Incident Teams Call

burn907 — Fri, 29 May 2026 20:31:22 GMT

What should be a straightforward integration is becoming a headache. We need to do one click bridge calls for MIM with Teams Integration. However, the permissions needed through graph api requires onlinemeetings.readwrite.all

In a large shared tenant, this creates a non least privilege approach.

Any other way around this?

Teams chat from Collaborate showing "Invalid Access token" for one specific user

aparnaravi — Wed, 20 May 2026 08:58:41 GMT

Subject: Teams chat from Collaborate showing "Invalid Access token" for one specific user

Hi Team,

I’m facing an issue with Microsoft Teams integration through Collaborate in ServiceNow for a specific user.

Issue:
When the user tries to start a Teams chat from Collaborate, the following error is displayed:

Invalid Access token. Please check your credential alias.

Additional observations:

Teams chat functionality is working correctly for me and other users.
The issue is affecting only one specific user.
The user also has a soft PIN configured in ServiceNow.
In the Collaborate panel, the user presence was showing "Presence unknown".

Actions already performed:

Verified that the issue is user-specific.
Checked basic user details and profile information.

Has anyone experienced a similar issue where only one user is impacted? Could this be related to user mapping, OAuth token synchronization, Teams presence resolution, or another user-specific setting?

Any suggestions would be appreciated.

Thank you.

MS Teams Integration with servicenow

swatis22 — Thu, 07 May 2026 04:32:15 GMT

I did MS integration with servicenow using Webhook, but in the work notes, numbering is showing in grey, how do I fix this.

Does switching to self-configured from pre-publish Teams integration cause a prolonged outage?

MichelleM144061 — Tue, 28 Apr 2026 19:18:31 GMT

I have a client that currently is using the pre-published Teams integration for ServiceNow. I have scoured all the documentation about how to switch from a pre-published to a self-configured application, including this link: Best Practices for Teams

Everything I read indicates that WHEN we are ready to go live with the self-configured application, we have to uninstall MS Teams integration and re-install as self-configured.

What happens to the MS Teams app (pre-published) that is already published in MS Teams? Will it continue to work until the new self-configured Teams app has proliferated to all the Microsoft servers (I've been told this can take days)? Or will it immediately stop working when we uninstall and now the VA Chat and notifications fail until the new self-configured app is available to them and downloaded?

This client is very dependent on this integration and cannot imagine an hour long downtime to simply move to a self-configured bot, so anything like a multi-day outage needs to be vetted and well known.

Has anyone else experienced this?

I would also like to know if anyone has created a self-published app pointing to a SN non-prod while the pre-published app is still in production. Since they are separate apps pointing to separate environments (even if they are in the same Tenant), the non-prod self-configured app shouldn't impact the Production pre-published app while we test. Correct?

Thank you much!
Michelle Murtha

Now Assist: Redirecting Links to the Right Portal

M Shivani — Wed, 08 Apr 2026 12:29:38 GMT

This article walks you through how we streamlined ticket navigation by ensuring all the urls in now assist enabled teams lead to the Employee Service Center portal. Whether a user is accessing a ticket, clicking a link from a Now Assist response, or opening a catalog item via a Microsoft Teams notification, they are consistently guided to the right destination.

In many implementations, users may land on different portals depending on how they access a ticket or request. This can lead to confusion and a fragmented experience.

With this approach:

All ticket-related pages are redirected to the Employee Center

Links shared through Now Assist (including Teams notifications) automatically open in the correct portal

Catalog item redirections are unified under a single, consistent experience

To enable this smooth redirection, a combination of system properties and URL navigation configurations is used.

System Properties:

Set the value of all the below properties as "esc"

sn_itsm_va.com.snc.itsm.virtualagent.portal_url

sp_allow_perf_debug_option_for_portals

sn_va_teams.copilot_portal

com.glide.cs.portal_url_mapping.portal.sc_cat_item

com.glide.cs.portal_url_mapping.portal.kb_knowledge

com.glide.cs.url_redirect.default.portal

glide.service_portal.ais_defer_load_enable.list

sn_now_teams.portal.suffix

glide.service_portal.ais_defer_load_enable.list

URL Navigations:

STEP 1:

Open the table "sys_cs_provider_application.LIST" & select the integrated teams channel record.
Update the default portal as Employee Center.

STEP 2:

Navigate to All -> Conversational Interfaces -> Channels and Integrations -> Settings -> General -> URL Navigation.
Update the url value by replacing swp with esc, and set the portal to Employee Center in the Default Fallback URL for Catalog Item URL Mapping.

3. Set the portal as Employee center in the Default portal context to use for sc_cat_item

After setting up the above details, go to Microsoft teams click on ticket button on notification or any redirection buttons in now assist to check if it is navigating to expected portal.

Regards,

Shivani

About the integration method between CSM and Outlook

MTsuji — Tue, 07 Apr 2026 03:57:15 GMT

We are using CSM. We want users to open the ServiceNow Add-in from Outlook and create a record in the “Case_di” table (which extends the Case table), with the email content set on the record. What approach can be used to implement this?

Sending Microsoft teams channel chat to servicenow major incident

Mounika24 — Tue, 17 Mar 2026 11:51:01 GMT

I want to be able to send the Microsoft teams channel chat to service now major incident.

Our Microsoft Teams is already having tenant license with one ServiceNow instance, can I add one more instance? If yes, what is the process?

Hide 'Show me everything' Button in MS Teams – Promoted Topics Not Showing When Property Enabled

VarshaSambha — Fri, 27 Feb 2026 12:02:33 GMT

I am working on ServiceNow Virtual Agent integration with MS Teams and requirement is to hide the Show me everything button.
I tried setting the system property glide.cs.disable.show_me_everything = true
Show me everything button is hidden and Promoted topics are also not showing
Has anyone faced this issue before?
Is there a recommended way to hide only the “Show me everything” button without impacting promoted topics in MS Teams?
I have reviewed the available documentation and related community posts, but I could not find a relevant or clear answer for this specific question.
Please help.
Thank you in advance

Posting to Teams Channels in 2026

Forrest Kelley — Thu, 12 Feb 2026 21:15:13 GMT

With Webhooks being depreciated December 2025, what is the official ServiceNow best practice for posting a notification to a Teams Channel?

Issue with MCP–Figma Integration: UI Not Rendering as per Figma Design

susmitasada — Tue, 10 Feb 2026 13:16:57 GMT

Hi everyone,

I’m working on a project where we’re using the MCP server and Build Agent to generate UI layouts in ServiceNow based on our Figma designs. However, after connecting MCP with Figma, the UI output produced in ServiceNow does not match the expected design.

The issue:

The first image is the design we expect (from Figma).
The second image is the UI we actually get after MCP renders it in ServiceNow.

The spacing, alignment, and overall layout are noticeably different. It looks like the MCP output is not accurately translating the Figma design.

Has anyone faced this mismatch issue before?

Has anyone else faced this UI mismatch issue between Figma and MCP?
Are there any specific configurations needed inside MCP for accurate rendering?
why are build agent not able to replicate exact design ?
Do we need to follow specific constraints, naming conventions, or auto‑layout rules in Figma for correct MCP interpretation?
Are there any known limitations or recommended fixes?
Any best practices to ensure MCP renders the UI exactly as in Figma?

Additional Prompt Provided to MCP (for context):

Prompt used:

Implement this design from Figma.
@https://www.figma.com/design/DzpAcQZOnvAwT8e6XM8ZHq/Customer-Portal---ServiceNow?node-id=0-1&p=f&t=…
Pay attention to the details and variables used in this file of the UI page. Create the design exactly as in the Figma link.

Any guidance or best practices would be greatly appreciated!

Live agent transfer and card customization in copilot

JK9903 — Mon, 02 Feb 2026 12:58:10 GMT

Hello Everyone,

I have a couple of questions related to using Now Virtual Agent within Copilot and would appreciate some guidance:

Transferring chat to a live agent
What is the recommended or supported approach to transfer an ongoing conversation to a live agent when escalation is required? Are there specific configurations or best practices to enable a smooth handoff while preserving the chat context?
Customizing the response cards in copilot
Is it possible to customize the appearance of cards, such as increasing the card width or modifying button styles and layout?

Thanks,

Teams integration with sidebar - can't import Teams conversations in the activities

D_H — Mon, 26 Jan 2026 13:23:31 GMT

I am working on Teams integration with the sidebar. The integration worked however I need to display the conversations from Teams in the incident/request activity section of the page. There are tutorials how to set up the integrations and in them there is an option to import Microsoft Teams chat under the + icon in collaborate (first attached image). However after the integration I can't see such option. I can chat in the sidebar and see the conversation in Teams and vice versa, I can add extra participants in the chat. But I don't see option to import the conversation. There are other places from where this should be possible at the bottom of the incident/request page (second image). I can't see these options in my environment however. I have the omni-experience plugin installed and the integration hub but it is not showing the extra options for imports. Is it property that needs to be set up for these options to show? Is it a plugin version issue (the omni-experience plugin is not using the latest version) I can't currently upgrade to a higher version? Or perhaps environment version issue, although I am using the latest - Zurich.

I can't find information on this particular case so I am writing here. In short I am looking for information what needs to be switched on or updated for these options to become available.

Additional Microsoft Teams Integration Possibilities for MSIM?

ShivamM84489555 — Thu, 22 Jan 2026 08:18:21 GMT

I’m working on integrating Microsoft Teams with ServiceNow Major Security Incident Management (MSIM). Below are my questions for the community:

I have already explored all OOB MSIM-related Teams integrations, including:
- Chat Collaboration
- Conference Call / Meeting Integration
I now need to explore additional Teams integration possibilities beyond OOB for MSIM.
I’m specifically looking for guidance on:
- Additional integration patterns used in real MSIM implementations
- Any references, examples, or customer use cases where Teams integration was enhanced for MSIM
Any insights, documentation links, or implementation experiences would be highly appreciated.

Looking for Additional MS Teams Integration Options for MSIM Beyond OOB Feature

ShivamM84489555 — Thu, 22 Jan 2026 08:16:08 GMT

I’m working on integrating Microsoft Teams with ServiceNow Major Security Incident Management (MSIM). Below are my questions for the community:

I have already explored all OOB MSIM-related Teams integrations, including:
- Chat Collaboration
- Conference Call / Meeting Integration
I now need to explore additional Teams integration possibilities beyond OOB for MSIM.
I’m specifically looking for guidance on:
- Additional integration patterns used in real MSIM implementations
Any insights, documentation links, or implementation experiences would be highly appreciated.

How to test VA enhancements in MS teams directly befoe deploying in production environment?

shwetasg23 — Wed, 21 Jan 2026 15:40:09 GMT

Teams channel integration

JK9903 — Tue, 13 Jan 2026 10:00:12 GMT

Hello everyone,

We are trying to integrate Now Assist with Microsoft Teams from Instance A (Zurich release).
However, the same Microsoft 365 tenant was previously integrated with Instance B.

Instance B has since been completely disconnected, we removed all Teams/ServiceNow mappings and even zBooted the instance.
On the Azure AD side, we also deleted all related ServiceNow Enterprise Applications and app registrations.

Despite this cleanup, when we initiate the Teams integration from Instance A, we still receive the message indicating that the Teams tenant is already registered with another ServiceNow instance and cannot proceed.

Configuration Steps:
Navigated to Channels and integrations

MS Teams Bot Not Responding to Messages & Provider Notifications Not Delivered

AshutoshB — Mon, 12 Jan 2026 16:53:55 GMT

Hi Community,

We are currently working on Microsoft Teams integration with ServiceNow and are facing an issue related to bot interaction and notifications.

Setup Details:

Created a Teams application with a self-configured bot
Employee Center integration is working as expected

Issue Observed:

When a user sends “hi” to the Teams bot, the bot does not respond
Provider notifications are not delivered to Microsoft Teams
However, ServiceNow logs show the following message for notifications:
For Asynchronous Providers: Loaded 1 recipients and 2 destinations and delivered to 2 destinations in 59ms

Error in ServiceNow Logs (when sending “hi” from Teams):

VAMSTeamsAdapterAutoLinkAccount :: Autolinking - Cannot find User in ServiceNow with UserPrincipalName - Email -

Actions Already Completed:

Enabled “Enable notifications for all users”
Updated the system property: 'sn_va_teams.auto_link_email_attribute' to point to the correct column on the sys_user table.

Despite these changes, the bot is still not responding, and notifications are not reaching Teams.

Has anyone faced a similar issue with Teams bot auto-linking or user mapping (UserPrincipalName / Email) in ServiceNow?

Any guidance on additional configuration, prerequisites, or troubleshooting steps would be greatly appreciated.

Thanks in advance!