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

[Wayne Richmond]

Hi. This was a while back when I was working with a client, so I can't check the configuration. However, I think my reply to Paul may help:

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.

[Ankita Sarkar]

Hi,

Please check if the images are placed in 'db_image' table and put that url in the VA componenet where you have configured.

Since Image table is public, its URL can be accessed from anywhere.

Regards,

Ankita Sarkar

[Paul Curwen]

All of my images are in that table, but still do not appear, so that does not appear to be the issue. Anyone got best practice on this, or do we just need to avoid this in MS Teams all together?

[Ankita Sarkar]

Hi,

Please check if the images are placed in 'db_image' table and put that url in the VA componenet where you have configured.

Since Image table is public, its URL can be accessed from anywhere.

Regards,

Ankita Sarkar

[DEEPAN KARTHIK1]

Hi Ankita,

I confirm The images are in db_table. Is the below mentioned correct way to add in the VA component?

<img src=img.png" width="100" height="80"/>

If this not the correct format, let me know the correct one or if I must use markdown formatting?

Thanks,

Deepan