Virtual Agent rendered HTML and images not showing in Microsoft Teams

[Wayne Richmond]

Hi. We have configured Virtual Agent to work with MS Teams. I was aware that HTML would be rendered as an image (png file) in the Teams chat, however, this isn't working; instead all we see is a broken image icon. 

Also, the images for the survey are not working either, which could mean it's an issue with images rather than the rendered HTML.

Anyone had this before and know how to resolve it?

Thanks

[Paul Curwen]

Same issue here using images in the HTML bot response works fine when in Virtual Agent native view, appears blank in MS Teams. Any response from HI before I also log a ticket?

[Wayne Richmond]

Hi Paul. We've identified this as an IP whitelisting issue. The desktop environment, including MS Teams, is accessed via Citrix. By disabling whitelisting, we got the integration working. However, given the security measures required, we now need to find a permanent solution, potentially whitelisting the IP address from which Teams interacts with ServiceNow. If your environment works in a similar way, consider disabling any access restrictions for a time and retest.

[Nikita Garg]

Hi,

I am also facing the same issue.. please share the solution if any..

Thanks,

Nikita

[Wayne Richmond · Accepted solution]

It turned out to be a firewall issue

[Rajive]

Hi Wayne, 

Hope you are doing well and hope you could help me with this as I'm getting the same issue. 

Would you be able to tell me how did you resolved this Firewall issue please ? 

Thanks and Kind Regards,

Jive.