Virtual Analyst MS Teams bot icons won't work

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

We have configured the Virtual Analyst Integration with MS Teams. When interacting with the bot via MS Teams and clicking on any options from the MS Teams Bot, nothing happens.

This occurs when clicking on any Service Point Bot options via the Windows Applications and from the MS Teams browser option.

When doing this from the browser, we can see the following error logged in the F12 Console tab:

Unhandled error/rejection ("isTrusted": true)

Environment

Service Management (SDM + xFlow/Service Point) 17.4 RU4 and RU5

RASA 3.0.6

Cause

Defect with Virtual Analyst, more specifically with the MS Teams Bot Server (MSTeams-CIS-Server).

Resolution

Solution: Submit a support case to request a fix for this issue.

The fix will be included in future releases (17.4 RU6 and 17.5).

Additional Information

CA Virtual Analyst Integration with MS Teams