Approval Notification in Virtual Agent in MS Teams is routing user to ServicePortal

[PriyanshuVerma1]

We have integrated VA with Teams and we have notification enabled. The issue is approval card that comes on VA bot on teams has a link to KB but that link goes to service portal. Is there a way we can edit this and route user inside servicenow to that KB.

I was able to find the notification in All> Notification>Provider notification.

Below is the screenshot of content of notification, it has a checkbox saying "Enable Link". But i can't find how is this link getting updated in approval record. I want to change the link so that it routes to servicenow instead of service portal

Below is the screenshot of button in header of record  that routes the user to  service portal

[Nandu]

Hi Priyanshu, the URLs can be updated using the sys_cs_portal_url_mapping table. 
There must be a default mapping for tasks in your ENV that is currently pointing to /sp. This can be updated to a URL of your preference. 

You could also create a new URL mapping for approval table, but i believe you need to nominate a portal(we chose Customer Portal)
Note that pointing it to the platform instead of portal will prevent non-platform users from viewing the details when they click on the link. 

[adarshtiwar]

Hey Nandu, appreciate your suggestion! However, the solution I shared below directly addresses the question Priyanshu asked. Feel free to check it out whenever you get a chance.

[adarshtiwar]

Hey Priyanshu, I just saw your post and wanted to share the solution. The Virtual Agent provider notifications are being redirected due to a system property called "com.glide.cs.url_redirect.default.portal". You can resolve this by simply updating the value of that property.

Thanks n Regards

Adarsh