We have configured a custom Virtual Agent chatbot in ServiceNow, and we are working on it through Microsoft Teams. However, even when launching the bot from what we believe is a separate Teams setup, the incidents are always being created in the QA instance — not in Prod.
We expected that using a different Teams environment or Teams app would route to DEV, but all incidents still go to QA.
Can someone please clarify:
- Why are all Teams-triggered Virtual Agent conversations still pointing only to the QA instance?
- Does Teams always connect to only one ServiceNow instance at a time, based on App Registration?
- If we want separate Teams bots (DEV Teams → DEV SN, QA Teams → QA SN), do we need separate App Registrations and OAuth configurations?
Looking for best practices or confirmation on how ServiceNow–Teams integration routing is determined.
Thanks in advance!
