Transactional worker failed to complete runnable work, transaction id: d4ccce3d47568e101bed4c2f316d4

[David Pridemor1]

I'm getting the following error when trying to get a response back from the virtual agent to a bot within Teams: Transactional worker failed to complete runnable work, transaction id: d4ccce3d47568e101bed4c2f316d43c1: com.glide.cs.qlue.module.custom.CustomAdapterResponseException: Custom adapter failed to send VA message: 94cc423d47568e101bed4c2f316d43ca: com.glide.cs.qlue.module.custom.CustomAdapterServiceImpl.processResponse(CustomAdapterServiceImpl.java:1091)
com.glide.cs.qlue.module.worker.CustomAdapterResponseProcessor.process(CustomAdapterResponseProcessor.java:68)

Has anyone seen this error before? This is the only log message I'm getting. The messages get created in ServiceNow on sys_cs_conversation, but they do not link to my account, and the conversation state moves to faulted.

[Maik Skoddow]

There are tons of reasons for your issue and without deeper investigations on your instance, Teams and the network between both of them it is impossible to answer you. I would recommend taking a look into the Node logs to find out whether there are network, certificate or authentication issues on the lower levels.

[David Pridemor1]

Thanks for the reply. I'm currently tracking it with ServiceNow, but I'll ask my network team as well. I assumed that since the bots were registered in Azure, and that OAuth was working correctly, there wouldn't be any network issues.

I'm primarily trying to exhaust every option, as this particular error isn't present in any docs (except this one now I suppose). I'll update when I learn what it is. Thanks again.

[David Pridemor1 · Accepted solution]

The issue was with how the bots were created in Azure. We missed the part where Microsoft is now requiring that the bots be enabled as multi-tenant applications instead of single tenant applications.

Additionally, because we were getting an OAuth error with our mistaken configuration, we updated the token URL to use our tenant. We shouldn't have done that and left it as the standard botframework.com token URL.

Details are in the internal KB at this URL: Teams Custom Bot Doesn't respond After integration - Support and Troubleshooting (servicenow.com)

I found nothing in community about multi-tenant needing to be a requirement, nor did I know this setting existed. So if you're here, check your bot/app registration settings in Azure:

1) https://dev.botframework.com/bots/ --> *Select* Bot Name --> Settings
2) https://portal.azure.com/#view/Microsoft_AAD_RegisteredApps/ApplicationsListBlade --> *Select* Bot Name --> Authentication