Microsoft Teams (Conversational Interface) – Notification Not Delivering to Teams

[schetry]

Hi everyone,

I’m trying to send a Virtual Agent notification message to Microsoft Teams (Conversational Interface) when an Incident is resolved.
The notification works fine for the Service Portal, but nothing is delivered to Teams.

Is there anything else required for Teams delivery?
Do I need additional configuration MS Teams setup step?

Any guidance or troubleshooting steps would be really appreciated!

Thanks!

[schetry]

[prerna_sh · Accepted solution]

Hi @schetry 

Please check "enable notifications for Microsoft Teams" is enabled. 
Go to Conversational Interfaces → Settings → Microsoft Teams Integration and ensure “Enable Notification for all users” is turned on.
How to enable notification: Enable Virtual Agent notifications 
Also Check OOB Provider Notifications available and active true
navigate to "Servicenow for Microsoft 365" -> "Provide Notification"

If no existing OOB notification is available, you need to create one. Review the Below document and youtube video to better understand what a “Provider notification” is.
https://www.servicenow.com/community/ms-teams-forum/provider-notifications-notify-users-in-microsoft...
Virtual Agent | Non-actionable notifications | ServiceNow - YouTube

Let me know if anything else is required
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If my response solves your query, please marked helpful by selecting accept as Solution and Helpful. Let me know if anything else is required.
Thanks,
Prerna

[prerna_sh]

Check out this as well
Configuration and Setup of ITSM VA Conversation w... - ServiceNow Community

[schetry]

Hi @prerna_sh ,

The notification is going to the Service Portal, not to Teams.

I also already set up the provider notification under ServiceNow for Microsoft 365 → Provider Notification, but Teams is still not receiving the message.

Is there anything else I might be missing?

Thanks again for your help!