Integrating Zoom and ServiceNow

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The ServiceNow-Zoom integration enables customers to use ServiceNow’s Flow Designer to automatically create incidents, generate notifications, and perform other tasks for Zoom Room generated alarms which include:

  • Zoom Room offline/online
  • Controller disconnected/connected and battery low/charging
  • Audio usability threshold poor/acceptable
  • High CPU detected
  • Network bandwidth unstable
  • SIP registration failed/re-enabled
  • Mic/speaker/camera disconnected/reconnected

Prerequisites for integrating Zoom with ServiceNow

  • Paid ServiceNow account with an Integration Hub subscription
  • Paid Zoom account with a Zoom Room plan
  • Zoom Room that is already up and running

Installation and Configuration

Adding the integration

Adding from Zoom Marketplace

  1.  As a Zoom admin, login to your Zoom account and navigate to the Zoom Marketplace
  2. Search for ServiceNow Alert Notification and click the app.
  3. If the app is not pre-approved, click Pre-approve.
  4. Click Add.
  5. On the Zoom authorization screen, click Authorize.
  6. On the Zoom Admin Alerts app page, click the Get button.

Installing from ServiceNow Store

  1. As a ServiceNow admin, login to your ServiceNow account and navigate to the ServiceNow Store.
  2. Search for Zoom and click the app.
  3. On the Zoom Admin Alerts app page, click the Get button.
  4. As a Zoom admin, login to your Zoom account and navigate to the Zoom Marketplace.
  5. Search for “ServiceNow Alert Notification” and click the app.
  6. If the app is not pre-approved, click Pre-approve.
  7. Click Install.
  8. On the Zoom authorization screen, click Authorize.

Obtain ServiceNow OAuth information

  1. On ServiceNow, navigate to System Oauth -> Application Registry
  2. Select the Zoom Alerts OAuth application which is automatically added as part of the Zoom app installation.
  3. If you see “This record is in the Zoom Admin Alerts application, but Global is the current application. To edit this record click here.” towards the top of the page, click here to enable editing of the record.
  4. Copy and save the following information:
    • Client ID
    • Client Secret (click the padlock to view)
  5. In your browser navigate to https://<ServiceNowURL>/stats.do.
    On the next page, you will be given information for your Service-Now instance in the following format:

    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. Copy and save the value for the Instance ID.
  7. In the Refresh Token Lifespan box, update the value to 2,111,222,333.
  8. Click Update.

Note: Authorization to your ServiceNow account is by default limited to 100 days. To allow the integration to continue uninterrupted, you should update the “Refresh Token Lifespan” value as indicated above. Otherwise, you must re-authorize before 100 days by performing the “Enable and authorize the integration” steps in the below section.

Enable and authorize the integration

  1. Navigate back to the ServiceNow Alert Notification app on Marketplace.
  2. If prompted, login as a Zoom admin.
  3. Click the Manage tab.
  4. Click Configure.
  5. On the configuration page, populate the Instance ID, Client ID, and Client Secret fields using the information saved in the previous step.
  6. Click Save.
  7. In the window that pops up, click Authorize.
  8. Login to your ServiceNow account as a ServiceNow admin or a different user that has the “x_zvmi_zoom_alerts.table_user” assigned.
  9. Click Allow.

Integration Usage

To make use of the integration, alerts need to be generated from Zoom, and flows need to be defined using the ServiceNow Flow Designer.

Enable Zoom Rooms to generate alert notifications

Customize which alert notifications will be generated from the Zoom Room configuration page:

  1. Login to the Zoom portal.
  2. Click Room Management, then click Zoom Rooms.
  3. Click the Zoom Room to customize.
  4. Click Edit next to the Zoom Room name.
  5. Click the Alert Settings tab.
  6. Under the Notification Settings section, select which alerts to generate.
  7. Click Save Changes.
    Note: you can customize the alert settings for a group of Zoom Rooms by placing them in a Location and editing the Alert Settings Notifications for the Location.

Creating ServiceNow Flows

Create ServiceNow Flows that will trigger when a Zoom Room alert is generated:

  1. Use the Flow Designer instructions to create a ServiceNow flow.
  2. Select Record->Created as the Trigger.
  3. Select x_zvmi_zoom_alerts_table as the Table.
  4. (Optional) Add a condition filter to trigger off specific alerts. e.g. For a Zoom Room offline alert, you may want to create a new incident. For a Zoom Room online alert (for the same Zoom Room), you may want to mark the incident as resolved.
  5. Select any desired action to perform (e.g. create an incident and send an email).
  6. Save and activate the flow when done.

The integration should be operational at this point. When a Zoom Room issue is detected, an auto-generated alert will trigger your ServiceNow flow and perform the actions you defined.

Create Conditional Triggers

If you want to perform certain actions based on specific Zoom Room alerts, you can make use of the Zoom Room alert’s “issue” field to create a condition for your flow triggers. For example, when a Zoom Room goes offline, create a ServiceNow incident. When the same Zoom Room comes back online, update that incident to indicate the issue is resolved. The following are the possible “issue” values that you can make use of to create conditional triggers.

Alerts that indicate when an issue has occurred and when it is cleared:

  • “Room Controller disconnected”
  • “Room Controller connected”
  • “Selected camera has disconnected” (Will be generated each time the camera is disconnected; Will be generated when signing in to the Zoom Room and the camera is disconnected)
  • “Selected camera is reconnected” (Will only be generated after a “Selected camera has disconnected” alert)
  • “Selected microphone has disconnected”
  • “Selected microphone is reconnected”
  • “Selected speaker has disconnected”
  • “Selected speaker is reconnected”
  • “Zoom room is offline” (Will not be generated repeatedly within 30 minutes)
  • “Zoom room is online” (Will only be generated after a “Zoom room is offline” alert; Will not be generated repeatedly within 30 minutes)
  • “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”

Alerts that indicate when an event has been detected (no subsequent “clearing” notification will be sent):

  • “High CPU usage is detected”
  • “Low bandwidth network is detected”

When creating a trigger condition for the last 5 alerts on the above list (the ones with {name} in the beginning), use “contains” when defining the condition and don’t include “{name}” in the entered value - i.e. use “battery is low” instead of “{name} battery is low” as shown in the following example:

How your data is used

This app accesses and makes the following information from your Zoom account available to include in ServiceNow incidents or other customer-defined ServiceNow actions:

  • Account ID
  • Zoom Room info (ID, name, calendar name, email)
  • Zoom Room alert details (issue type, issue description, impacted component, triggered/cleared/observed indication)

For additional help or technical support please submit a ticket.

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