Virtual Agent in Teams - "Request this Item" opens in new browser tab

[Steven Parker]

So we just setup our self-configured Teams integration for ServiceNow.

Everything is working great except when you ask about a catalog item and get the "Request this item" link, that link ALWAYS opens in a new Edge browser tab (Edge is our default).  I've changed system properties back and forth:

glide.sc.va.render_type.legacy (tried true and false)

sn_va_teams.view_non_video_msft_task_module (currently set to true)

glide.sc.conversational.request.question.limit (set to -1 so we always open the item instead of conversation)

Oddly...if I set the glide.sc.va.render_type.legacy  to 'true' it opens in Employee Center in a new tab like you would expect.  If I set it to 'false', it opens the Modal form in a new tab in Edge instead of just a popup modal.  The VA render type of the items is "Popup" as well.

When I tested the pre-configured Teams integration, the popup modal worked, but with the self-configured is there something else you have to do to make the Team popup Modal work?

[Vipul Sethi · Accepted solution]

Based on current behavior, documentation, and support references, this works in the pre‑published ServiceNow Teams app, but not in the self‑configured bot. ServiceNow does not explicitly state this in one line, but the difference is derived from architecture, the pre‑published app uses the ServiceNow collaboration proxy and Teams task modules, which might enable embedded modal UI. The self‑configured bot bypasses this proxy, so Teams falls back to opening catalog URLs in a browser tab. 

[Steven Parker]

That's interesting and good to know.  Thanks!

[Tanushree Maiti]

Hi @Steven Parker 

If you want  catalog item links in the ServiceNow Virtual Agent for Microsoft Teams open within the Teams app (via a Task Module/Pop-up) rather than a new Edge browser tab :

As per community Post : Cannot open links (ticket or knowledge links) in Conversational Integration with Microsoft Teams (No... 

1. Navigate to the System Properties table (type "sys_properties.list" in navigator)
2. Search for and open the "sn_va_teams.view_non_video_msft_task_module" record in the Name column.
3. Set the system property value to "False".

you can check this KB - if needed , KB1116030 When clicking on links/buttons provided in MS Teams integration with ServiceNow only a sma... 

[ChittiS]

Hello @Steven Parker & @Tanushree Maiti ,
I also facing issues with my Virtual agent, where we already integrated the Microsoft Teams long back.

requests a catalog item or performs an action from the virtual agent in Teams, the conversation redirects the user to Service Portal/Employee Portal to complete the request.

Our client requirement is to keep the entire experience within Microsoft Teams . Users should be able to provide all required inputs, submit it & receive confirmation without being redirected to any portal or anywhere.
Can you please guide me what exactly I have to configure in my Instance where I fulfill this requirement?

Appreciate your response
Thanks