ServiceNow for Teams Chat on MS Teams doesn't work

Junyu · ‎02-09-2022

Dear all,

I am following the documentation to integrate ServiceNow and MS Teams.

As you can see I have installed the Azure App and Request based Chat:

However, when I try to type 'hi' in Chat in ServiceNow for Teams on MS Teams, I get no response.：

I would like to know where is the problem and how to fix it.

Thanks for your answer 🙂

Chris D · ‎02-10-2022

Hm, we didn't have an issue installing the ServiceNow for Teams so I don't have any ideas off the top of my head...

I just want to clarify so you know: Request-Based Chat has no relevance to the Virtual Agent in Teams and is not necessary. The same actually goes for TAB SSO. All you should need is that first Install from the 'Messaging Apps Integration' menu.

Request-Based Chat is what allows you to create Teams chats from within ServiceNow (Incidents, etc.) and also import them into ServiceNow. It doesn't even use the ServiceNow for Teams application front-end in Teams.

TAB SSO I don't think is well documented, but from experience and deduction, I believe it is only used to access Employee Center/Your Hub (as it used to be called) from the ServiceNow for Teams application. We've used VA in Teams no problem before installing TAB SSO. You can manually link your Teams account to ServiceNow to use the VA even with mismatching emails. You cannot do that for Employee Center/Your Hub, which uses TAB SSO to let you access ServiceNow from Teams as long as your Teams and ServiceNow emails match.

View solution in original post

Victor Chen · ‎02-09-2022

Do you see any messages in the system logs? It may point to whether there's an error.

Junyu · ‎02-09-2022

hi @Victor Chen

The message is 0:

Chris D · ‎02-10-2022

Hm, we didn't have an issue installing the ServiceNow for Teams so I don't have any ideas off the top of my head...

I just want to clarify so you know: Request-Based Chat has no relevance to the Virtual Agent in Teams and is not necessary. The same actually goes for TAB SSO. All you should need is that first Install from the 'Messaging Apps Integration' menu.

Request-Based Chat is what allows you to create Teams chats from within ServiceNow (Incidents, etc.) and also import them into ServiceNow. It doesn't even use the ServiceNow for Teams application front-end in Teams.

TAB SSO I don't think is well documented, but from experience and deduction, I believe it is only used to access Employee Center/Your Hub (as it used to be called) from the ServiceNow for Teams application. We've used VA in Teams no problem before installing TAB SSO. You can manually link your Teams account to ServiceNow to use the VA even with mismatching emails. You cannot do that for Employee Center/Your Hub, which uses TAB SSO to let you access ServiceNow from Teams as long as your Teams and ServiceNow emails match.

Siddarth2 · ‎01-13-2025

I would check the logs and sys_outbound_http_log for response from MSTeams.

Based on the error I would dig further.

most common issue is, if the credentials are expired.

But in your case there is no green dot next to your app, which could be offline. Please check with Azure team for tenant ID, client ID and secret and verify in your instance if those information is the same.