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.

[achacko]

Hi Sanjeev,

Thank you for your response,

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.

[Charlotte Pakes]

Thank you! I've asked ServiceNow support multiple times if there is a scheduled job clearing something down as we keep having accounts stop responding then it fixes overnight and they didn't give me this information.

[achacko]

Hi luuk, 

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

Regard

Anil

[scottneeb]

Does anyone know if you can configure the integration to respond to 'hi' or 'bye' in different languages?