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ServiceNow MS Teams Integration - Reference fields limitations


bit more info from ServiceNow Support


The limitation with SN-Teams integration is when trying to create a incident / request /.. through teams
 if Related fields inputs from the Users ( like reference to User, Service Offering table or in fact any ServiceNow Related fields
 the Team's chat will fail to respond when we ask user to select a value in these fields - there will be no response.

2022-11-07 10:58:45 PST - Chandresh  (NOW)

Additional comments


Hello Ruen,

Just a point of clarification.
For the sys property, please specify lower case values i.e.
Type true|false
Value: true



2022-11-07 10:51:56 PST - Chandresh   (NOW)

Additional comments


Hello Ruen,

My apologies for the delay on this case.
To summarise the previous case, when the Teams Bot is presenting a list of Topics, if the number of Topics presented is greater than some number (we do not know the exact number at this point), there
is no response provided on the Teams side.

An example of this is a filter in VA Designer that presents 378 Service Offering records - this does not work in Teams.
If the filter is adjusted so that it presents e.g. 14 records then this works in Teams.

Could we have the following done please:

1/ In sys_properties, add the following property
Type True|False
Value: True

2/ Recreate the issue with the filter that produces a larger set of Service Offerings and the failure to respond in Teams
3/ Recreate with the filter with the smaller set and which gets a response in Teams.

4/ Set the property from 1/ to False.

5/ Could you then provide the following:
- The date/time (and timezone) when the tests were done.
- The user and their email address on the Teams side who conducted the test.
- Confirm that the tests were done against the xxxtemp instance (if not, then please provide the instance against which the tests were conducted)







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