Start a Zoom Team Chat with an employee through an open ticket to
resolve an incident, request item, and change request.
Antes de Iniciar
You must have the write role to use the Start Zoom chat feature for incident,
request, and change request tasks. This role is available when you activate the IT Service Management role plugins or for all instances by default.
Tabela 1. Record and related configuration role
| Record |
Role |
Plugin |
| Incident |
sn_incident_write |
ITSM Roles - Incident Management (com.snc.itsm.roles.incident_management)
plugin |
| Change Request |
sn_change_write |
ITSM Roles — Change Management (com.snc.itsm.roles.change_management)
plugin |
| Request |
sn_request_write |
ITSM Roles — Request Management (com.snc.itsm.roles.request_management)
plugin |
Ensure you’ve installed the fix script to enable the display of the Zoom chat icon
associated with the Caller field. For more information, see Install fix-script for Collaboration services for Zoom.
Role required: agent
Procedimento
-
Navigate to an open task record (incident, change request, or request item) in
your ServiceNow instance.
-
Start the chat by selecting Start Zoom Chat or the Start
Zoom chat icon
associated with the Caller field.
-
In the Start Zoom chat dialog box, select the
participants.
All users from the assigned group for the ticket are in the Recommended
section of the dialog box by default. The user who initiates the chat is
added to the Selected list of participants.
-
On the form, fill in the fields.
Tabela 2. Start Zoom chat form fields
| Field |
Description |
| Add
Participants |
Option to add the users and stakeholders to work toward
the resolution of the ticket.
- User: Enter the name of the
user to include in the chat.
Group: Enter the group of
users to be included in the chat.
If the On-Call Scheduling
(com.snc.on_call_rotation) plugin is activated,
the On-Call Scheduling users are added when you
select a group. When On-Call Scheduling
(com.snc.on_call_rotation) plugin isn’t activated,
it adds all users from the selected group. - Email: Enter a valid email of
the participant to be included in the chat.
After adding the required stakeholders, select
Add to selected. |
| Chat title |
The title of the chat that will be displayed in the Zoom application. The default title is
the ticket number appended with the short
description. |
| Create an opening message |
Option to provide an opening message to the user before
beginning an interaction. |
-
Select Start Chat.
When the user validation is complete and a Zoom Channel is
created for the current instance of the ticket, you are directed to the chat
channel in the Zoom application.
Zoom Team
Chat displays the chat title and the opening message provided by the
agent.
-
Interact with the ticket requester in Zoom Team Chat.
You can send files supported by the Zoom application.
On the ServiceNow instance, the system captures work
notes about the chat details.
A Zoom chat
Interaction record is automatically created if the requester is a
participant in the chat conversation. The requester can then access chat
details in the Activities section. For information
about a ticket requester mapping, see Create requester mapping.
- In the Activities section of the record, find the comment that contains
a link to access the chat interaction.
- Select the link.
The chat transcript is stored in the Activities
section.
Tabela 3. Chat activities
| Field |
Description |
| Users |
Users associated with the chat. |
| Document |
Source record number. |
| Initiated by |
Agent who has initiated the chat interaction. |
| Topic |
Chat title. |
| Activities |
Chat transcript. |
-
Resume the chat either with the same user or with the same user plus additional
users in the Start Zoom chat form.
- To continue the chat from the record with the same user, select
Continue Chat.
- To
start a new chat that includes additional users, add the users and
provide a title for the chat in the Chat title
field and an opening message in the Create an opening
message field.