Hyperlink issue in MS Teams and Virtual Agent Flow

[Neeta1]

Hi Experts, 

In Virtual Agent flow we have some URLs and ServiceNow Knowledge article links which is working fine in Virtual Agent in Web version , however it is not working on MS Teams ( we have integrated MS Teams and Virtual agent). 

The link is suffixing some teams link and then "URL" and its not working.

Can someone please suggest on priority, how to fix it ?

Thank you.

[Lynda1]

When we had this happen after integrating with Teams, we had to go through and add the "root" portion of the URL to the topics that had URLs in them.

Teams adds the Teams root URL when there is no "root"

Root example using this community URL:

https://community.servicenow.com/

[Gokul Janardana]

Hi Neeta,

For teams integration, you either have to dynamically pass the base URL of the instance or should hard code it. If we do not use the base URL (https://Instancename.servicenow.com/) in a hyperlink, within the service portal and the VA web client, VA will prefix it automatically. However, when it comes to MS Teams, it will not work.

You either have to hard code the complete prod URL in the topic, or you can try the below method if you want to pass it dynamically.

You can use gs.getProperty('glide.servlet.uri') to get the current instance URL. For example if your URL is "https://dev2345.service-now.com/serviceportal", You can create a script variable with a code which returns gs.getProperty('glide.servlet.uri')+"/serviceportal". While doing hyperlink, you can use this variable as hyperlink instead of giving a url.

If my answer is useful for you in any way, please mark it as helpful and accept the solution!