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!

[prerna_sh]

@schetry 
I faced similar issue, but in my case creating custom provider notification resolved the issue.
Check out article Conversational integration with Microsoft Teams - installation, FAQ, and troubleshooting 
under "I’m not receiving any notifications" 

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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

[schetry]

@prerna_sh , thanks!

Please find below logs:

Unable to send notification to recipient : sys_user:16cb14071b136910ab6aea01b24bcb8c: Cannot invoke "com.glide.cs.qlue.module.clientproxy.template.Template.getDefinition()" because the return value of "com.glide.cs.qlue.module.clientproxy.template.HtmlTemplateHandler.getTemplate(String)" is null
at com.glide.cs.qlue.module.clientproxy.template.HtmlTemplateHandler.<init>(HtmlTemplateHandler.java:23)
com.glide.cs.qlue.module.clientproxy.template.TemplateHandlerFactory.getTemplateHandler(TemplateHandlerFactory.java:30)
com.glide.cs.qlue.module.clientproxy.AdapterUtils.getFilledTemplate(AdapterUtils.java:576)
com.glide.cs.qlue.module.coma.AMBOutboundTransformer.getTemplate(AMBOutboundTransformer.java:94)
com.glide.cs.qlue.module.coma.AMBOutboundTransformer.composeOutputCardControl(AMBOutboundTransformer.java:57)
com.glide.cs.qlue.module.coma.AMBOutboundTransformer.composeOutputCardControl(AMBOutboundTransformer.java:76)
com.glide.cs.qlue.util.CopyUtils.composeOutputCardControl(CopyUtils.java:106)
com.glide.cs.qlue.util.CopyUtils.handleSpecialRichControl(CopyUtils.java:95)
com.glide.cs.qlue.util.CopyUtils.makeMessageDto(CopyUtils.java:281)
com.glide.cs.qlue.entities.dao.MessageDaoImpl.getTopicMessages(MessageDaoImpl.java:570)
com.glide.cs.qlue.entities.dao.MessageDaoImpl.getMessagesByConsumerAccountId(MessageDaoImpl.java:550)
com.glide.cs.qlue.module.taco.ConversationServiceImpl.executeMessageHistoryRequest(ConversationServiceImpl.java:1805)
com.glide.cs.qlue.module.taco.ConversationServiceImpl.getMessages(ConversationServiceImpl.java:626)
com.glide.cs.notification.WebClientNotificationManager.getUserConversationStatus(WebClientNotificationManager.java:100)
com.glide.cs.notification.WebClientNotificationManager.process(WebClientNotificationManager.java:78)
com.glide.cs.notification.NotificationManager.sendNotificationImmediately(NotificationManager.java:276)
com.glide.cs.notification.NotificationManager.lambda$close$2(NotificationManager.java:213)
java.base/java.util.HashMap.forEach(HashMap.java:1421)
com.glide.cs.notification.NotificationManager.close(NotificationManager.java:209)
com.glide.notification.provider.SafeDeliveryProviderWrapper.close(SafeDeliveryProviderWrapper.java:42)
com.glide.notification.provider.ProviderLoader.lambda$close$2(ProviderLoader.java:146)
java.base/java.util.HashMap$Values.forEach(HashMap.java:1065)
com.glide.notification.provider.ProviderLoader.close(ProviderLoader.java:146)
com.glide.notification.provider.DeliveryManager.deliver(DeliveryManager.java:147)
com.glide.notification.provider.NotificationProviderActionHandler.lambda$process$0(NotificationProviderActionHandler.java:27)
java.base/java.util.Optional.map(Optional.java:260)
com.glide.notification.provider.NotificationProviderActionHandler.process(NotificationProviderActionHandler.java:25)
com.glide.policy.EventProcessor.lambda$process$2(EventProcessor.java:346)
com.glide.policy.EventProcessor.process(EventProcessor.java:352)
com.glide.policy.EventProcessor.processEventDuringNormalOperation(EventProcessor.java:323)
com.glide.policy.EventProcessor.processEvent(EventProcessor.java:257)
com.glide.policy.EventProcessor.process(EventProcessor.java:206)
com.glide.policy.EventManager.processEachEvent(EventManager.java:551)
com.glide.policy.EventManager.processEvents(EventManager.java:503)
com.glide.policy.EventManager._process(EventManager.java:295)
com.glide.policy.EventManager.processDelegatedEvents(EventManager.java:260)
com.glide.notification.provider.EventJob.execute(EventJob.java:14)
com.glide.schedule.JobExecutor.lambda$executeJob$1(JobExecutor.java:197)
com.glide.schedule.JobExecutor.executeJob(JobExecutor.java:200)
com.glide.schedule.JobExecutor.execute(JobExecutor.java:180)
com.glide.schedule.JobExecutor.execute(JobExecutor.java:170)
com.glide.schedule_v2.SchedulerWorkerThread.executeJob(SchedulerWorkerThread.java:612)
com.glide.schedule_v2.SchedulerWorkerThread.lambda$process$3(SchedulerWorkerThread.java:404)
com.glide.worker.TransactionalWorkerThread.executeInTransaction(TransactionalWorkerThread.java:35)
com.glide.schedule_v2.SchedulerWorkerThread.process(SchedulerWorkerThread.java:404)
com.glide.schedule_v2.SchedulerWorkerThread.run(SchedulerWorkerThread.java:180)

[schetry]

please ignore the previous logs

[Amelia_Walker]

For Teams notifications from a Virtual Agent, make sure:

The Teams connector or webhook is correctly set up in Microsoft Teams.

The Virtual Agent message format is compatible with Teams (adaptive cards or simple messages).

The user/bot sending the notification has proper permissions to post in the channel.

Test with a simple message first to verify connectivity before triggering incident-based notifications.

Often the issue is missing webhook setup or permission restrictions in Teams.

[schetry]

Hi @Amelia_Walker ,

As checked, everything seems to be fine, still unable to send notifications.