Live Agent Chat is not creating Incidents from Microsoft Teams, and message is also not coming up.

AbdurRahmanSnow
Giga Guru

3 weeks ago

Good evening.!
I need immediate - urgent help as this is a P1. Issue is that, we recently integrated Virtual Agent (Live Agent chat) with Microsoft Teams (Moveworks) with Service Operation Workspace.
Everything is working fine, but the below message is not coming, which is leading to no Incidents getting created.
Chat conversation messages are coming up as IMS ticket in SOW, but before that INC should get created as below.
Please help.

AbdurRahmanSnow_0-1759420344343.jpeg

Earlier this message was coming, but after we implemented the new configuration, it is not working. This yellow message is not coming. I don't know where is this setup, whether on ServiceNow or Teams (Moveworks).
Please help. I would very very grateful.
https://help.moveworks.com/docs/how-to-guides-for-message-brokering
@Ankur Bawiskar @Dr Atul G- LNG @Viraj Hudlikar @ComAlums @Servicenow 

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2 REPLIES 2

Dr Atul G- LNG
Tera Patron
Tera Patron

3 weeks ago

Hi @AbdurRahmanSnow 

Not sure if it’s still open or not, but you can go ahead and log a new support case."

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AbdurRahmanSnow
Giga Guru
In response to Dr Atul G- LNG

2 weeks ago

Thanks a lot for your reply, Sir. Really appreciate.

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