Unable to fix broken integration between Microsoft Teams and ServiceNow Virtual Agent

[varunmehta]

My integrations of Microsoft Teams + ServiceNow Virtual Agent was already working on our instance till yesterday however it is not working since today morning.

My ServiceNow Virtual agent ID is connected to Microsoft Teams ID and the Web ServiceNow Virtual Agent i working correctly with proper User-Bot conversations.

Till yesterday my Microsoft Teams had the ServiceNow Virtual Agent bot enabled to respond to users queries in Teams from ServiceNow Virtual Agent, however, now there is no response from the Virtual Agent Bot to user queries written in Microsoft Teams.

For eg., on typing in Hi, the ServiceNow VA Bot in Teams, the Bot response should greet the user with his name and say "Hi <User Name>, How can I help you?"... but there is no response from Teams ServiceNow VA bot as if it is not connected to ServiceNow VA.

The integrations from ServiceNow on my ID is showing correct details under my User Role with Microsoft Teams information too.

Any help here would be appreciated.

[sanjeev28 k]

Hi Luk,

I uninstalled now agent app for user as well reinstalled teams, still the bot is not responding. Is there any way we can fix this?

[achacko]

Hi Sanjeev,

I am having same issue, any chance did you find resolution for this?

Regards

Anil

[Eric M]

i  have the same problem - i feel like i confused it 

[achacko]

Hi Eric,

This issue was resolved referencing to to KB Article;KB0829977

Resolution

1. Log in as admin.
2. Go to "sys_cs_client_adapter.list" and find the record associated to the affected user.
3. Delete this record.
4. Run "gs.cacheFlush()" in the background script to clear the cache of the instance.

Regards

Anil

[sanjeev28 k]

Hi achako,

Yes I got the solution for this. Actually there is one scheduled job "Time Out Abandoned VA Conversations" which is scheduled to run daily at 4 am , so if the virtual agent stops working , it will take 24 hrs to get reset . you can fix this issue by scheduling it frequently as per your need. 

Please mark my answer helpful if this helps you!

Regards,

Sanjeev kumar