Import Zoom Team Chat messages

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Import the chat conversation manually or automatically with a user from  Zoom application, which appends and stores the messages in the  Comments section of the ticket in the ServiceNow® instance.

    Antes de Iniciar

    You must have the write role to use the  Import messages from Zoom  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

    Role required: agent

    Por Que e Quando Desempenhar Esta Tarefa

    Importing messages helps agents to view the history of a ticket in one place. So, the information required for post-ticket review is captured and results in continuous improvement processes.

    When an agent imports a chat, attachments within the configured file size limit are uploaded to the record. If the uploaded attachments are larger than the configured file size limit, then those attachments appear as a link to the file on the  Zoom  server.

    When an existing chat is continued, auto import occurs again. Auto import is cancelled when chats are archived.

    If a parent chat in a thread is deleted, the Import messages from Zoom form displays the text that this message was deleted. The child messages in that thread are not deleted.

    A tag with the label  External  indicates that a user is listed in the Zoom application users and not present in the ServiceNow instance, or when the user isn’t present in the Zoom application.

    Nota:

    An agent can import a chat only if there’s an existing chat record for the ticket and they’re a participant of the chat.

    Procedimento

    1. Navigate to an open task record (incident, change request, or request item) in your ServiceNow instance.
    2. Select  Import messages from Zoom from the Related Links section.
      Nota:

      If you don’t see Import messages from Zoom, then on the form menu, select Reload form to refresh the ticket form.

    3. On the  Import messages from Zoom form, fill in the fields.
      Tabela 2. Import messages from Zoom  form
      Field Description
      Select a conversation Conversation to import the messages for the record.
      Participants List of users who are participants of the chat.
      Import messages as

      Method used to import messages.

      • Additional comments: The messages are appended in an Additional comments field and the users can view them.
      • Work notes: The messages are appended in the Work notes field but can be viewed only by internal users.

      You can also select the nested message threads in a chat.

    4. Select Import.

      If the auto import of the messages is enabled in the chat configuration and you try to import the messages manually for a record, then the system displays a message that the chat is being imported using auto-import. For configuration information about auto import, see Customize the Zoom chat form.

    5. On the form menu, select Reload form to refresh the ticket form.

    Resultado

    The imported chats and files are displayed in the Activities section of the ticket.