Virtual Agent is unresponsive in MS Teams

[Chinmay_P]

I am experiencing an issue with the Virtual Agent in Microsoft Teams.
Yesterday, we migrated the Update Set to PROD , which includes a topic and a Script Include used to retrieve the user's contact number for the Incident record.

Initially, the Virtual Agent worked as expected, but after a few hours, it started experiencing significant delays and is no longer providing a response.

Script In Topic Node :

(function execute() {

var caller = vaInputs.caller;

var businessPhone = "";

var userGr = new GlideRecord("sys_user");

userGr.addQuery('sys_id',vaInputs.caller);

userGr.query();

if(userGr.next()){

businessPhone = userGr.phone;

}

var long_short_desc = vaInputs.short_description.getValue();

var urgency = vaInputs.urgency;

var description = vaInputs.description;

var impact = vaInputs.impact;

var assignment_group = gs.getProperty('SP_IT Corp Support');;

var subPart = long_short_desc.substring(0, 30);

var requested_user = vaInputs.requested_on_be_half_of;

var channel = vaInputs.channel;

var short_desc = "ELT - Corporate Support | "+subPart;

if (!gs.nil(caller) && !gs.nil(short_desc)) {

var incDetails = new sn_itsm_va.VAUpdatedCreateINCUtil().createIncident(caller, short_desc,urgency,description,impact,assignment_group,requested_user,channel,businessPhone);

vaVars.inc_sysid = incDetails.sysid;

}

})()

Script Include :

var VAUpdatedCreateINCUtil = Class.create();

VAUpdatedCreateINCUtil.prototype = {

    initialize: function() {

    },  

    createIncident: function(caller, short_desc, urgency, description, impact, assignment_group,requested_user,channel,businessPhone) {

        var incDetails = {};

        //Create Universal Request if create ur with incident property is set to true

        var universalgr = this.createUR();

        var incGr = new GlideRecord("incident");

        incGr.initialize();

        incGr.setValue("caller_id", caller);

        incGr.setValue("urgency", urgency);

        incGr.setValue("short_description", short_desc);

        incGr.setValue("description", description);

        incGr.setValue("impact", impact);

        incGr.setValue("contact_type", channel);

        incGr.user_input = requested_user;

        incGr.setValue("assignment_group", assignment_group);

        incGr.u_contact_phone = businessPhone;

        if (!gs.nil(universalgr))

            incGr.setValue("universal_request", universalgr.sys_id);

        incDetails.sysid = incGr.insert();

        incDetails.incNum = incGr.getValue('number');

        //Check if creation of incident is successful otherwise delete UR

        if (!gs.nil(universalgr)) {

            if (!gs.nil(incDetails.sysid))

                this.updateUR(universalgr, incGr);

            else // Delete UR if incident creation failed

                this.deleteUR(universalgr);

        }

        return incDetails;

    },

    createUR: function() {

        var create_ur = gs.getProperty("sn_itsm_va.com.snc.create_universal_request_with_incident");

        if (create_ur == "true") {

            if (new GlidePluginManager().isActive("com.snc.universal_request")) {

                var universalgr = new GlideRecord("universal_request");

                universalgr.initialize();

                universalgr.insert();

                return universalgr;

            }

        }

        return;

    },

    updateUR: function(universalGr, incGr) {

        // Creating new reference for universalGr to get latest values

        var gr = new GlideRecord("universal_request");

        gr.get(universalGr.sys_id);

        gr.setValue("short_description", incGr.short_description);

        gr.setValue("contact_type", "virtual_agent");

        if (gs.nil(gr.getValue("primary_task")))

            gr.setValue("primary_task", incGr.getUniqueValue());

        gr.update();

    },

    deleteUR: function(universalGr) {

        universalGr.deleteRecord();

    },

    type: 'VAUpdatedCreateINCUtil'

};

[pr8172510]

Hi Chinmay,

Since it was working initially and then became slow/unresponsive, this usually points to runtime or integration issues, not just a script problem.

Your script itself looks mostly fine, but a few areas could cause delays in Virtual Agent (especially in MS Teams).

---

Things to check

1. Logs first (most important)

Check:

• System Logs → All
• Virtual Agent logs

Look for:

• Script timeouts
• Errors in Script Include
• Delays during insert()

If VA is not responding, there’s often a backend delay or failure.

---

2. Potential performance issue in your script

This part can slow things down:
var userGr = new GlideRecord("sys_user");
userGr.addQuery('sys_id',vaInputs.caller);
userGr.query();
if(userGr.next()){
businessPhone = userGr.phone;
}
Since you already have caller, you can simplify:
var userGr = new GlideRecord("sys_user");
if (userGr.get(vaInputs.caller)) {
businessPhone = userGr.getValue("phone");
}

This avoids an unnecessary query loop.

---

3. Universal Request creation (common culprit)

Your script is doing:

• UR creation
• Incident creation
• UR update

If Universal Request plugin or property is enabled:

• This adds extra processing
• Can slow down or fail silently

Try testing by temporarily bypassing:

var universalgr = null;

and see if performance improves.

---

4. MS Teams integration latency

Since issue is in Teams:

• Check Bot / Teams channel health
• Sometimes:
  • Teams → ServiceNow connector delays
  • Token/auth refresh issues
  • Network latency

Test same topic in:

• Virtual Agent web client

 If it works there → issue is Teams integration, not your script

---

5. Assignment group property

This line is risky:

var assignment_group = gs.getProperty('SP_IT Corp Support');

Make sure:

• Property exists
• Returns a valid sys_id, not name

If invalid → insert may hang or fail

---

6. Transaction timeout

If script takes too long:

• VA in Teams may appear “stuck”
• Even if backend eventually completes

---

7. Debug suggestion

Add logs to isolate delay:

gs.log("Before incident create");
...
gs.log("After incident create");

This helps identify where it’s slowing down.