How to integrate Zoom and ServiceNow

It is possible to use the ServiceNow-Zoom integration to create incidents automatically, generate notifications, and perform other actions based on Zoom Room generated alarms generated by Zoom Room by using ServiceNow’s Flow Designer, which includes:

• Online and offline Zoom Rooms are available

• There is a disconnect/connection with the controller and there is a low battery or charging battery

• It is difficult to determine whether the threshold of audio usability is poor or acceptable

• There has been a detection of a high CPU usage

• Unstable bandwidth on the network

• Failure to register for SIP/re-enabling of SIP

• Disconnection and reconnection of the microphone, speaker, and camera

Prerequisites for integrating Zoom with ServiceNow

• An Integration Hub subscription must be purchased in addition to a paid ServiceNow account

• In order to use Zoom Rooms, you must have a paid Zoom account

• There is already a Zoom Room available for use

Installation and Configuration

Adding the integration

Adding from Zoom Marketplace

1.  In order to access the Zoom Marketplace, you must log into your Zoom account as an admin and navigate to it

2. You can find the app by searching for ServiceNow Alert Notifications and clicking on it.

3. It is possible to pre-approve the app if it has not been pre-approved.

4. Then click the Add button.

5. Click the Authorize button on the Zoom authorization screen when you are prompted to do so.

6. You will need to click the Get button on the Zoom Admin Alerts app page in order to install it.

Installing from ServiceNow Store

1. The ServiceNow Store can be found by logging into your ServiceNow admin account, and then accessing the ServiceNow Store from there.

2. You can find Zoom by searching for the app on your mobile device and clicking on it.

3. To begin the installation process of Zoom Admin Alerts app, click the Get button on the Zoom Admin Alerts app page.

4. Log into your Zoom account as a Zoom admin, and navigate to the Zoom Marketplace within your Zoom account.

5. You can find this app by searching for “ServiceNow Alert Notification” and clicking on it.

6. It is possible to pre-approve the app if it has not been pre-approved.

7. Then click the Install button.

8. Click the Authorize button on the Zoom authorization screen when you are prompted to do so.

Obtain ServiceNow OAuth information

1. Then navigate to Application Registry under System Oauth on ServiceNow

2. In the following steps, you will need to select the Zoom Alerts OAuth application that has been automatically included in the Zoom app installation process.

3. There may be a situation where you see that the record is in the Zoom Admin Alerts application, but the Global application is currently active. There is a link near the top of the page that offers the ability to edit the record, and you need to click on it to enable editing.

4. Here is the information that you need to copy and save:

   • ID of the client

   • The Client Secret can be viewed by clicking on the padlock at the top of the page.

5. Please navigate to the following URL in your browser: https://<ServiceNowURL>/stats.do.
   The next page of the Service-Now user interface will provide you with the following information regarding your instance:

   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. Instance ID can be copied and saved by copying and pasting it into a text file.

7. The value for Refresh Token Lifespan should be updated to 2,111,222,333 in the Refresh Token Lifespan box.

8. After clicking the Update button, a new page will appear.

Note: By default, authorizations to your ServiceNow account are limited to 100 days for each authorization. The “Refresh Token Lifespan” value should be updated as indicated above in order to allow the integration to continue uninterrupted during the subsequent integration steps. Otherwise, you will need to re-authorize the integration before the 100-day mark by following the steps outlined below under “Enable and authorize the integration”.

Enable and authorize the integration

1. Back on ServiceNow Marketplace, click on the Alert Notification app to return to the app page.

2. It may be necessary for you to log in as an administrator if prompted.

3. The Manage tab will appear as soon as you click on it.

4. Select Configure from the menu.

5. Fill out the fields on the configuration page for the Instance ID, Client ID, and Client Secret with the information you stored earlier using the information that you saved in the previous step.

6. Save the file by clicking on the Save button.

7. You will see a window pop up that will ask you to authorize the transaction.

8. You will need to login to your ServiceNow account if you are a ServiceNow admin or an individual user who has the “x_zvmi_zoom_alerts.table_user” assigned to their ServiceNow account.

9. Please click the Allow button.

Integration Usage

A ServiceNow Flow Designer form must be used to create flow definitions to ensure that alerts generated from Zoom are used in conjunction with the integration.

Enable Zoom Rooms to generate alert notifications

Using the Zoom Room configuration page, you can configure which alert notifications will be generated when certain conditions are met:

1. You will be redirected to the Zoom portal once you have logged in.

2. You will then be able to see Zoom Rooms if you click on Room Management.

3. To customize the Zoom Room, click the Zoom Room button.

4. The Zoom Room name can be edited by clicking the Edit button next to it.

5. There is a tab called Alert Settings that you can click on.

6. Select the alerts that you wish to receive under the Notification Settings section of the page.

7. Save the changes by clicking the Save Changes button.
   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

When an alert is generated for Zoom Rooms in ServiceNow, create a flow that will be triggered when that alert occurs:

1. Create a ServiceNow flow by following the instructions in the Flow Designer.

2. The triggering action should be Record->Created.

3. The table should be selected as x_zvmi_zoom_alerts_table.

4. You can (optionally) add a condition filter in order to trigger off specific alerts based on a certain condition. e.g. In order to create a new incident if you receive an offline alert from Zoom Room, you must create a new incident first. You may want to mark the incident as resolved if you receive an online alert for Zoom Room (for the same Zoom Room).

5. You can select any desired actions to perform (for example, a new incident can be created and an email will be sent).

6. The flow should be saved and activated as soon as it has been completed.

At this point in time, it should be possible to operate the integration. There will be an automatic alert generated by Zoom Room when a problem is detected within Zoom Room, which will be triggered by your ServiceNow flow, which will perform the action you have defined when an issue is detected in Zoom Room.

Create Conditional Triggers

The “issue” field of the Zoom Room alert, for example, can be used to create a condition for your flow triggers in the case that you want to perform certain actions based on specific Zoom Room alerts. If, for instance, a Zoom Room goes offline, an incident should be created in ServiceNow in order to handle it. Update that incident to indicate that the issue has been resolved once the same Zoom Room comes back online. You can create conditional triggers based on the values listed below, which are possible values for “issue” that you may use in creating the triggers.

In the event of an issue occurring and when it has been resolved, you will receive the following alerts:

• “Room Controller has been disconnected”

• A message stating that “Room Control was connected” has appeared

• The message “Selected camera has disconnected” (This message will be displayed each time the selected camera disconnects from the Zoom Room; depending on when you sign in and the selected camera is disconnected) will appear.

• “Selected camera has been reconnected” (will only display if there has been an alert stating “Selected camera has been disconnected”)

• It appears that the selected microphone has been disconnected.

• There has been a reconnection of the selected microphone

• There has been a disconnect from the selected speaker”

• There has been a reconnection of the selected speaker

• “Zoom room is offline” (This message will not be generated again within 30 minutes of being generated initially)

• A Zoom room is online message will be displayed after a “Zoom room is offline” alert has been received; the message will not be displayed more than once every 30 minutes.

• “The battery in the controller is low”

• “The battery in the controller is normal.”

• There was an error message stating that the controller was disconnected

• There is a connection between the controller and the system

• There is a low battery level on the Zoom Room Computer”

• There is nothing wrong with the Zoom Room Computer’s battery.”

• A message stating “Zoom Room Computer disconnected” appeared on the screen

• A computer is connected to Zoom Room”

• There is a low battery level on the Scheduling Display”

• There is nothing abnormal about scheduling the battery on the display”

• There was a problem with the scheduling display.

• “Scheduling Display is connected to the server”

Upon detection of an event, the following alerts will be sent (there will not be any subsequent “clearing” notifications sent):

• It has been detected that there is a high CPU usage”

• It has been detected that the network has a low bandwidth

You should use the condition “contains” when defining the trigger condition for the last five alerts on the above list (the ones with [name] at the beginning), and do not include “[name]” as part of your value – i.e. instead of “[name] battery is low”, use “battery is low” instead of “[name] battery is low” in this example:

How your data is used

In your Zoom account, the following information will be accessed and made available to you. You can use this information as part of your ServiceNow incidents and other ServiceNow actions that are defined by you:

• Identify your account by entering your username and password

• The Zoom Room information (such as the ID, the name, the calendar name, and the email address)

• Details about the alerts from Zoom Rooms (issue type, description of issue, impacted component, triggering / clearing / observed indication)

FAQs?

All images and contents credit goes to support.zoom.us