Issues with getting knowledge published copilot studio agent in teams

Question

I have a copilot studio application that works great in the copilot studio test chat with a servicenow connection. But when published on teams all the topics work well except anything regarding getting information from the servicenow Knowledge articles I get this error: An error has occurred. Error code: ConnectorRequestFailure Conversation Id: a:1PAnQCUDXNyYSrSjVOXAYL217iLMl6SRIWisGgbHOJb0-7NFCSMqPXKgVHOoPjZgcAhCnDW6P2mngf53dxaHOJQNyXPaZSnLEs60lSGtkt4A9L0bdlGY9KyKm-QNSUZf- Time (UTC): 2025-10-28T02:06:36.807Z.

Also side note the conversation is a lot less fluid when published and using on teams. I have already changed the credentials and it was connected for oauth which again works for all the other connections to servicenow except using knowledge articles which is critial

 

Answer 1

This issue is common when publishing Copilot Studio agents with external knowledge sources like ServiceNow to Teams.

Why does it happen?

• The error ConnectorRequestFailure usually means the Teams channel cannot access the ServiceNow Knowledge connector due to authentication, permissions, or connector configuration differences between Copilot Studio test chat and Teams.
• OAuth credentials may work in Copilot Studio’s test environment but fail in Teams due to different token scopes, user context, or missing consent for Teams users.

How to resolve:

1. Check ServiceNow connector permissions: Ensure the ServiceNow connector is configured to allow access from Teams users, not just Copilot Studio test chat.
2. Re-consent OAuth permissions: In Teams, users may need to grant consent for ServiceNow access. Try disconnecting and reconnecting the ServiceNow connector from Teams.
3. Connector configuration: Verify that the ServiceNow connector is set up for the Teams channel in Copilot Studio, not just for web/test chat.
4. Tenant and user context: Make sure the Teams user has the necessary ServiceNow permissions to access Knowledge articles.
5. Check ServiceNow API logs: Look for failed requests or permission errors in ServiceNow’s logs for the affected user.