Activate VA notifications to MS Teams

AdrianS
Tera Contributor

yesterday

Hi,

 

I am wondering how can I activate notifications for VA through teams?

 

I am created requested approvals to trigger the approval notifications. I am getting email notifications but I don't see any coming through via teams. 

 

The Microsoft integration is installed.

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Itallo Brandão
Mega Guru

yesterday

Hi Adrian,

Just having the integration installed does not automatically route all existing email notifications to Teams. You need to explicitly configure the Notification to use the Virtual Agent Provider.

Here is the checklist to activate it:

1. Enable the Provider for the Notification In modern versions (Rome+), notifications are routed via Providers.

  • Navigate to System Notification > Provider > Notifications.

  • Click New (or search if your notification is already listed).

  • Select your existing Approval Notification.

  • Crucial: Ensure the Provider field is set to Virtual Agent (or ensure Virtual Agent is in the Provider related list).

2. Define the Message Content (Adaptive Cards) Virtual Agent cannot simply send the raw HTML of an email. It requires mapped content (usually an Adaptive Card).

  • If you haven't defined specific content for the Provider, it won't send anything.

  • Check System Notification > Provider > Notification Content. You likely need to map the sysapproval_approver table to a provider content definition.

3. Verify User Linking For the bot to message a user, their ServiceNow account must be technically "linked" to their Microsoft Teams account.

  • If the user has never interacted with the bot or hasn't completed the account linking flow, the system doesn't know "who" to message in Teams.

  • You can check the sys_cs_collab_profile table to see if your test user has a valid linked profile for MS Teams.

4. Check General Settings

  • Go to Collaboration > Virtual Agent > General Settings.

  • Ensure the toggle "Messaging Notifications" is turned On.

Hope this helps you find the missing link!

If this response helps you achieve your requirement, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

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