Description
Cause
Missing configurations on the instance.
Resolution
The following was done to eliminate the initial error:
(1) Go to the OAuth OIDC Entity "ServiceNow Virtual Agent Teams App" in table oauth_oidc_entity.
(2) At the "OAuth OIDC Provider Configuration" select the magnifying glass and select "Microsoft Teams" and save the change
(3) Do a restart from Teams
After this the log error changed to the following:
2019-10-01 05:08:29 (068) http-17 SYSTEM User agent with HTTP/1.1 and no encoding: Microsoft-SkypeBotApi (Microsoft-BotFramework/3.0)
2019-10-01 05:08:29 (069) http-17 SYSTEM New transaction 4A465C68DB904850CA3018DF4B961967 #489944 /api/now/v1/proxy/cs/adapter/va/teams/activity
2019-10-01 05:08:29 (071) Default-thread-6 SYSTEM txid=8e465c68db90 User agent with HTTP/1.1 and no encoding: Microsoft-SkypeBotApi (Microsoft-BotFramework/3.0)
2019-10-01 05:08:29 (870) http-33 WARNING *** WARNING *** Resource does not exist: /scs/snc_node_disable.html
2019-10-01 05:08:30 (008) http-44 WARNING *** WARNING *** Resource does not exist: /scs/snc_node_disable.html
2019-10-01 05:08:30 (688) Default-thread-6 SYSTEM txid=8e465c68db90 WARNING *** WARNING *** Ignore claim serviceurl, because it's value is a null object or empty string
2019-10-01 05:08:30 (688) Default-thread-6 SYSTEM txid=8e465c68db90 SEVERE *** ERROR *** Invalid claim value. name:serviceurl;value:null
2019-10-01 05:08:30 (689) Default-thread-6 SYSTEM txid=8e465c68db90 SEVERE *** ERROR *** Claims are not valid for JWT token from incoming request.
2019-10-01 05:08:30 (689) Default-thread-6 SYSTEM txid=8e465c68db90 WARNING *** WARNING *** Oauth authentication failed for access token eyJhbGciOiJSUzI1NiIsImtpZCI6IktwSVdSVWxnZmlObGQxRFR4WkFoZTRpTm1rQSIsInR5cCI6IkpXVCIsIng1dCI6IktwSVdSVWxnZmlObGQxRFR4WkFoZTRpTm1rQSJ9.eyJzZXJ2aWNldXJsIjoiaHR0cHM6Ly9zbWJhLnRyYWZmaWNtYW5hZ2VyLm5ldC9hbWVyLyIsIm5iZiI6MTU2OTkzMTcwOCwiZXhwIjoxNTY5OTM1MzA4LCJpc3MiOiJodHRwczovL2FwaS5ib3RmcmFtZXdvcmsuY29tIiwiYXVkIjoiNDk0NzFhMTAtZmRiYy00ZmZiLWIwYjgtOTQ0ZjNkZjk4NWQ5In0.mEDKnUuRrqo3vZeWGhwG5Pkm1-Ef3wWc4Emf9ScwacFGo8ThJgqw_PvPOKUwa5tfwMAJq_MUhkE9VjtF9u4Zl9aCS86nwKKhVuzApnhiR5gM-DndSOIrhyY-9DnuXEqngLxYvDIG2CQl4VRvgyDAGxs-U3JV6MQ48YjSm6hqOLrEefMUwt7ATLJniTWwhmybfIajQmXANe6d_Soi8HW5sBf9RjxRhmQ4-w785FcHFyZdTdO5EeBE5RuNIQBzrJ6JSljnyQWQl11456LnIYXfLZby38InwwhhPBP8lNM18D_caeTj7rRzBr8QNBZw00_vukxhU4Zp0S5yg4f4L5QhXg. No user found.
2019-10-01 05:08:30 (689) Default-thread-6 SYSTEM txid=8e465c68db90 HTTP authorization validated user 'guest'
2019-10-01 05:08:30 (692) Default-thread-6 SYSTEM txid=8e465c68db90 Bypassing ACL checks for a public page: /api/now/v1/proxy/cs/adapter/va/teams/activity
2019-10-01 05:08:30 (694) Default-thread-6 SYSTEM txid=8e465c68db90 #489944 /api/now/v1/proxy/cs/adapter/va/teams/activity Parameters -------------------------
api=api
2019-10-01 05:08:30 (694) Default-thread-6 SYSTEM txid=8e465c68db90 *** Start #489944 /api/now/v1/proxy/cs/adapter/va/teams/activity, user: guest
2019-10-01 05:08:30 (701) Default-thread-6 SYSTEM txid=8e465c68db90 *** End #489944 /api/now/v1/proxy/cs/adapter/va/teams/activity, user: guest, total time: 0:00:01.632, processing time: 0:00:01.632, SQL time: 0:00:00.009 (count: 12), source: 10.242.65.20 , type:rest, method:POST, api_name:now/proxy, resource:now/v1/proxy/cs/adapter/va/teams/activity, version:v1, user_id:b8ff4977dbe0e74042a66572ca961907, response_status:200
We found that the configuration is missing for the microsoft teams application in the table sys_cs_vendor_client_adapter_configuration. To resolve this second error the following instruction was given:
(1) To recover, we can find the configuration page record in sys_cs_adapter_configuration_page_teams (name == <some_name>).
Edit the name "<some_name>" to "<some_name> " (plus a space to force an update, you can remove the space later, but it doesn't matter)
There will be a business rule triggered to generate a new sys_cs_vendor_client_adapter_configuration record.
Performing the above recovers the configuration record.
(2) Do a restart from Teams