Microsoft Teams Integration - topic showing that shouldn't be

[Patrick Tipps1]

I have a weird issue where there is a "_view_approval_details_" topic appearing on the Virtual Agent that popped up when the system was integrated with Microsoft Teams.

If I go find the topic record, the "Is Topic Visible" field is set to false.

If I go to Assistant Designer, and open up the virtual agent it's on, you can't select it as an option.

Within Assistant Designer, if I go to Asset library, this topic doesn't appear in the list. 

I need to get this removed from the list of topics but also not modify any OOB behavior. 

Can anyone give me any direction on how to solve this?

Thank you!!

[qprinsloo]

I have a case open for this issue currently in our environment (CS9545510). You can find this topic in the sys_cs_topic table. The guidance that was given in the case was to set the 'visible' flag on this topic to 'false'. That has not worked though and waiting on further guidance/updates on the case. Recommend you open a case as well. Below are links to the 2 I've found in our environment.

_view_approval_details_LLM_
https://yourinstanceinstance.service-now.com/nav_to.do?uri=sys_cs_topic.do?sys_id=7fb67e820f1d3e1089...

_view_approval_details_
https://yourinstance.service-now.com/nav_to.do?uri=sys_cs_topic.do?sys_id=ee9c644ac38402104a10a78e87...

[Tanushree Maiti]

Hi @Patrick Tipps1 

Refer: KB0853731 How to hide virtual agent topics from the topic picker? 

[ajmalmuhamm]

Hi @Patrick Tipps1 ,

This looks like an out-of-the-box (OOB) Virtual Agent topic that's exposed through the Microsoft Teams integration rather than the Assistant Designer configuration.

A few things to check:

• Verify whether the topic belongs to a plugin or spoke (especially the Microsoft Teams or Virtual Agent integration).

• Check if it's referenced by a Topic Block, System Topic, or Conversation Topic Mapping rather than being directly exposed in the Assistant Designer.

• Review any Microsoft Teams channel configuration or topic mappings that may be surfacing the topic.

• Enable Virtual Agent Debug to identify how _view_approval_details_ is being resolved when the topic list is loaded.

Since the topic is marked Is Topic Visible = false and doesn't appear in the Asset Library, I would avoid modifying the OOB record. If the topic continues to appear with no visible configuration, this may be a platform issue related to the Teams integration, and I'd recommend opening a ServiceNow Support case to confirm whether it's a known issue or defect.