Good afternoon.
We have recently configured Live Agent Chat setup between ServiceNow and Microsoft Teams (Moveworks Techbot).
We configured using the below link:
https://help.moveworks.com/docs/how-to-guides-for-message-brokering
It is working perfectly fine in Dev instance, but not in Test instance.
In Test instance, chat is not coming from Microsoft Teams to SOW. In Microsoft Teams, it shows as "no agents are available", although in SOW, I have made myself available online.
We tried using REST API Explorer and tried POST message and chat conversation is being initiated. (Screenshot below).
I checked in Conversational interfaces>Settings, I found an integration connector setup as below, but the same is not setup in Dev instance.
Also, the below ID is same on Production and Test instance.
Should I remove this ID? May be, because of this chat is not coming from Teams -> SOW.
Please help. I would be grateful for this.
Hi @AndersBGS
Thank you so much for your reply.
We have Prod, Test & Dev instance from ServiceNow side. But from Microsoft Teams (Moveworks) side, we only Prod and Dev.
Now, the problem is, we initially started the implementation in Dev, and was working fine, but when moved the changes to ServiceNow Test instance, it is not working.
We only have 1 Microsoft Teams (Moveworks) Dev instance, which is being used for both ServiceNow Test instance and Dev instance.
I checked everywhere, and don't know why it is not working.
I think, because of same connector ID used in ServiceNow Prod and Test instance, it is not working.
Test instance:
Prod instance:
Dev instance:
But this connector ID is not setup in Dev instance. But still, it was working.
What can we do over here? Shall I remove the connector ID from Test instance? Will it work? Can I re-add back the connector ID, if required back?
Please help.
