Integrating Virtual Agent and Microsoft Teams to open Knowledge from Chat will lead to the defaultSP
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
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:))
- Labels:
-
Virtual Agent
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
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.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
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".
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
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.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
2 weeks ago
@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.