Issue
Microsoft Teams displays broken image for some customers who are using HTML control or any other control which should render an image.
We are building bot response JSON differently for different controls and calling the REST APIs to render it in Microsoft Teams.
Cause
This issue will generally happen for customers executing a topic which should render an image in Microsoft Teams and can happen because of below two possibilities:
1. Microsoft Teams does not have access to that image
2. Customer network is blocking the URL of image which comes after modification from Microsoft Side.
Controls:
It can be direct image rendering using output image control or it can be output HTML control or it can be output script or multiflow control which internally supports HTML control or image control.
Why HTML Control:
Microsoft Teams does not support direct HTML rendering. So ServiceNow Virtual Agent is converting the HTML to an image and send that image in JSON payload to support a functionality which is not supported by Microsoft Teams. All the clickable links will be extracted before converting the HTML to image. We will send out the image and extracted links in the JSON.
Resolution
Part 1: Microsoft Teams does not have access to image
Please check KB0962294
Part 2: If the image is publicly accessible and still Microsoft Teams is showing a broken image then it is possible that URL is getting blocked by network. When we send the payload to Microsoft Teams then they will modify it and show the image using some Microsoft specific URL in which the URL which we sent out is a parameter.
Please check KB0962296
