Multiple guest chats in VA

[Harsha Pappala]

Hi Everyone, 

we observed multiple guest chats being initiated at almost same time (varying in seconds), all by guest user in servicenow. They have all been closed (left the conversation) without selecting anything. 

Can you advise me on how VA can be triggered by guest user ?, who/how can access VA by API ?

Want to understand if this is an attack from outside

[Medi C]

Hi @Harsha Pappala,

Do you have MS Teams integration configured?

Can you:

1. Navigate to All > ServiceNow for Microsoft Teams> Teams Guest User Chat Configuration.
2. Open the record(s) you have.
3. Disable “Enable Guest access”.

[Harsha Pappala]

We don't have it enabled, no records found like that. Is there a way if someone did trigger it by using the API ?

[Medi C · Accepted solution]

Hi @Harsha Pappala,

That is possible if you have Virtual Agent API plugin installed. Check the plugins if you have it installed and:

1. Navigate to All > System Web Services > Scripted Web Services > Scripted REST APIs.
2. Select the VA Bot Integration record to open it.
3. In the Resources tab, open the BOT Integration record.
4. In the Security tab on the same page, select the Requires authentication check box

[Harsha Pappala]

Hi @Medi C 

Oddly there is a record for API definition in the scripted REST API list, Someone might have left it after previous installation. thank you