The ServiceNow-Zoom integration allows customers to use ServiceNow’s Flow Designer to automate the creation of incidents, sending notifications, and performing additional tasks associated with Zoom Room generated alarms, which include:

• There are two types of Zoom Rooms: offline and online
• Disconnected or connected controller, low or charging battery, and controller disconnected/connected
• There is a poor/acceptable threshold for audio usability
• It was detected that the CPU was running at a high speed
• There is a problem with the bandwidth of the network
• Registration for SIP has failed/has been re-enabled
• Disconnecting and reconnecting the microphone, speaker, and camera

Prerequisites for integrating Zoom with ServiceNow

• An Integration Hub subscription is required with a paid ServiceNow account
• In order to use Zoom Rooms, you will need a paid Zoom account
• If you already have a Zoom Room in place, you can start using it

Installation and Configuration

Adding the integration

Adding from Zoom Marketplace

1.  When you are logged in to your Zoom account as an administrator, you will find a Zoom Marketplace tab on your menu
2. If you want to be notified about ServiceNow alerts, you need to search for that app and click on it.
3. It is recommended that you click Pre-approve if the app has not been pre-approved yet.
4. To add a new item, click the Add button.
5. During Zoom’s authorization process, you will need to click the Authorize button.
6. You can get Zoom Admin Alerts by clicking the Get button at the bottom of the Zoom Admin Alerts app page.

Installing from ServiceNow Store

1. You can access the ServiceNow Store by logging into your ServiceNow account as a ServiceNow admin and navigating there.
2. Click the Zoom app when you have found it by searching for it.
3. During the installation process, you will need to click the Get button on the Zoom Admin Alerts app page.
4. In order to access the Zoom Marketplace, you will need to log in to your Zoom account as a Zoom admin.
5. It’s easy to find the app by searching for “ServiceNow Alert Notification” and clicking on it.
6. It is recommended that you click Pre-approve if the app has not been pre-approved.
7. Install the software by clicking the Install button.
8. Once you have reached the Zoom authorization page, click on the Authorize button.

Obtain ServiceNow OAuth information

1. The following instructions will guide you through the process of setting up a new application.
2. It is automatically added as part of the Zoom app installation process as part of the Zoom Alerts OAuth application that you need to select.
3. In any case, you could have the record in the Zoom Admin Alerts application, but it is currently in the Global application. Please see ‘Here’ at the top of the page to enable editing of this record. Click ‘Here’ to enable editing of this record as shown above.
4. The following information should be copied and saved as follows:
   • Id of the client
   • The Client Secret can be viewed by clicking the padlock on the padlock.
5. Visit the website at https://*ServiceNowURL>/stats.do in your browser and follow the instructions.
   This page will give you information about your Service-Now instance in the following format when you click on the next link:

   Statistics for: Demo Server @ dummy.service-now.com:80 at: Mon Sep 02 21:49:22 PDT 2019 (Refresh)
   Connected to cluster node: app134145.ytz3.service-now.com:dummy
   Build name: Madrid
   Build date: 06-05-2019_1042
   Build tag: glide-madrid-12-18-2018__patch4-05-29-2019
   Instance name: dummy
   Instance ID: e3c7ab69db1abf409df22f17d4961123
   Node ID: fe2e216d880628f4a04a8055d1986123
   IP address: 10.1.2.3
   MID buildstamp: madrid-12-18-2018__patch4-05-29-2019_06-05-2019_1042
   Load-balancer status: Singleton:Online
   Database latency: 4
   Offering: enterprise
   Open Source software

6. Make a copy of the value for the Instance ID and save it for future use.
7. The value of the refresh token lifespan box should be updated to 2,111,222,333 in the Refresh Token Lifespan box.
8. Please click on the Update button to complete the process.

Note: Your ServiceNow account will be authorized for a period of 100 days by default. It is recommended that you update the “Refresh Token Lifespan” value as indicated above in order for the integration to continue uninterruptedly. In the event you do not make the re-authorization within 100 days, you will need to perform the steps outlined in the section below on “Enabling and authorizing the integration.”.

Enable and authorize the integration

1. The next step is to navigate back to the ServiceNow Alert Notification app that you downloaded from the Marketplace.
2. It is recommended that you log in as an administrator if prompted.
3. Select the Manage tab on the left side of the screen.
4. After clicking Configure, you will be taken to the Configure page.
5. The configuration page should be filled in with the information saved in the previous step regarding Instance ID, Client ID, and Client Secret fields.
6. Save the changes by clicking the Save button.
7. Click on the Authorize button in the window that appears as soon as it appears.
8. Please log into your ServiceNow account using the username and password that have been assigned to the “x_zvmi_zoom_alerts.table_user” in your ServiceNow account.
9. You will be prompted to accept the cookies.

Read it also –

Integration Usage

Using the ServiceNow Flow Designer, it is possible to define flows using the service alerts generated by Zoom that can be injected into the ServiceNow integration.

Enable Zoom Rooms to generate alert notifications

In the Zoom Room configuration page, you can customize the alert notifications that will be sent out:

1. The Zoom portal can be accessed by logging in.
2. In the Room Management section, click Zoom Rooms, and then click Manage Rooms.
3. When you are ready to customize a Zoom Room, click on it.
4. To edit the Zoom Room, click on the Edit button next to the name of the Zoom Room.
5. On the Alert Settings tab, you will find a number of options.
6. Select the notifications that you wish to receive under the Notification Settings section.
7. Once you have made your changes, click the Save Changes button.
   Note: By placing them in a Location, and editing the Alert Settings Notifications for the Location, you are able to customize the alert settings for a group of Zoom Rooms.

Creating ServiceNow Flows

In order for ServiceNow flow to be triggered when a Zoom Room alert is generated, it must be created as follows:

1. The steps below will guide you through the process of creating a ServiceNow flow using the Flow Designer.
2. The Trigger should be set to Record->Created as the event to be triggered.
3. The table that should be selected is x_zvmi_zoom_alerts_table.
4. (Optional) In order to exclude specific alerts from being triggered, you can add a condition filter. As an example, it may be necessary to create a new incident in order to handle an offline Zoom Room alert. You may want to mark the incident as resolved if the Zoom Room online alert (for the same Zoom Room) is still active.
5. Choose any action you want to perform (to send an email, to create an incident, etc.) based on your needs.
6. Once you have completed the flow, you should save it and activate it.

As of now, it should be possible to use the integration. An auto-generated alert will trigger your ServiceNow flow when a Zoom Room issue is detected, and the actions you defined will be executed when the alert is generated.

Create Conditional Triggers

It is possible to create a trigger condition in your flow for a specific action based on a Zoom Room alert’s “issue” field in case you want to perform certain actions based on some specific Zoom Room alerts. In the case of a Zoom Room going down, for example, you should create a ServiceNow incident in ServiceNow. It is imperative to update that incident when the Zoom Room comes back online and indicates that the issue has been resolved. You can use any of the following “issue” values as a basis for creating conditions for triggers based on a condition in your application.

In the event of an issue occurring and a resolution being reached, alerts will be sent to the following addresses:

• An error message is displayed that states “Room Controller disconnected”
• There is a message stating “Room Controller connected”
• It will be generated whenever a camera is disconnected when you sign in to the Zoom Room, and the camera is disconnected. This will also occur when you sign into your Zoom Room if the camera is not connected.
• It will appear when a “Selected camera has disconnected” alert has been generated and has been followed by a “Selected camera is reconnected” alert.
• A message appears that states “Selected microphones have been disconnected”
• There has been a reconnection of selected microphones
• The selected speaker has been disconnected” is displayed on the screen
• “Selected speaker has been reconnected” is displayed on the screen.
• There is a problem with your Zoom room (This message will not be displayed repeatedly within 30 minutes of zooming in)
• “Zoom room is online” (This notification will only be displayed after a “Zoom room is offline” alert has been sent, and will not be displayed twice within a 30 minute period)
• “Controller battery is low”
• “Controller battery is normal”
• “Controller disconnected”
• “Controller connected”
• “Zoom Room Computer battery is low”
• “Zoom Room Computer battery is normal”
• “Zoom Room Computer disconnected”
• “Zoom Room Computer connected”
• “Scheduling Display battery is low”
• “Scheduling Display battery is normal”
• “Scheduling Display disconnected”
• “Scheduling Display connected”

A notification is sent at the detection of an event (there is no subsequent notification of “clearing” of the event):

• It has been detected that there is a high CPU usage”
• It has been detected that the network has a low bandwidth

In order to create a trigger condition for the last five alerts on the above list (the alerts which start with “[name]”), make sure you enter the value only in the condition’s value field, not the name itself. For example, use the condition “battery is low” instead of “[name] battery is low” as shown below:

How your data is used

In order to add this information to incidents in ServiceNow, users can access the following information from their Zoom account so that they can include it in incidents or other actions they define in ServiceNow:

• ID of the account
• Information about Zoom Rooms (ID, name, calendar name, email address)
• There is a detailed description of the Zoom Room alert (type, issue description, impacted component, triggers, cleared or observed indications) at the bottom of this page.

Please submit a ticket if you need additional assistance or technical support.

Frequently Asked Questions

Can I integrate with Zoom?

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