Integrating Virtual Agent and Microsoft Teams to open Knowledge from Chat will lead to the defaultSP

[NatsukiO]

After integrating Virtual Agent with Microsoft Teams, the knowledge URL returned in chat is the default SP screen...
Your Hub displays the custom portal.
However, if you search for knowledge in chat and open knowledge on an instance, you will see the default service portal. I want to solve this cause...

Chat  Tab↓

（default portal :(）

Your Hub Tab ↓ （custom portal:)）

[Viraj Hudlikar]

Hello @NatsukiO 

What is the default portal in your instance? To check, navigate to Service Portal -> Portals and add the Default field to the list view. If the default portal is SP, try changing it to custom portal. And also, check the following System Properties value, if it is sp, try changing it to custom portal suffix and test.

• sn_itsm_va.com.snc.itsm.virtualagent.portal_url
• com.glide.cs.portal_url_mapping.portal.kb_knowledge
• com.glide.cs.portal_url_mapping.portal.sc_cat_item
• sn_now_teams.portal.suffix

If my response has helped you, hit the helpful button, and if your concern is solved, do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[NatsukiO]

Hello @Viraj Hudlikar 

I made the suffix a custom portal, but the problem didn't solved.
Are there any other settings that come up with?

Incidentally, the default portal is "sp".

[Viraj Hudlikar]

Hello @NatsukiO 

The issue seems likely caused by hardcoded logic within the Contextual Search Topic Block or a Teams-specific Script Include overriding the system properties. Check the Virtual Agent Designer for the Contextual Search topic, and ensure the Service Portal input variable for the search action is explicitly set to your custom portal suffix. 

I would advise opening a support ticket with HI and trying to see if you can detect the same thing. If it's resolved, please share the steps as well.

If my response has helped you, hit the helpful button, and if your concern is solved, do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[NatsukiO]

@Viraj Hudlikar 
Understood.
In fact, NowSupport supports it at a high level.
I've had my Context search corrected, but it's not working well yet.
We'll share this exchange with the ServiceNow staff and quickly resolve it.