Using ServiceNow with AI Companion and Zoom Virtual Agent
The ServiceNow integration for Zoom AI Companion enables you to manage IT service management, incidents, and automate workflows directly within the AI Companion on the web. This streamlines your IT operations by allowing you to access ServiceNow functionality without switching between applications. Additionally, admins can connect ServiceNow to Zoom Virtual Agent via the Zoom web portal, enabling voice or chat agents to access supported tools.
Requirements for using ServiceNow with AI Companion and Zoom Virtual Agent
AI Companion requirements
Zoom Virtual Agent requirements
How to use ServiceNow in AI Companion on the web personal workflows
- Sign in to the Zoom web portal and navigate to AI Companion on the web.
- In the navigation menu, click Workflows.
- Under Workflows, click + Create.
- In the Search all nodes field, enter ServiceNow.
- Click ServiceNow.
- When prompted, click Authenticate to log in to your ServiceNow account.
- Select from the available predefined nodes.
Nodes available for ServiceNow in personal workflows
The following workflow nodes are available when ServiceNow is connected to AI Companion on the web.
| Node name | Description | Fields that can be managed |
|---|
| Delete A Record | Deletes a record from a specified ServiceNow table. This endpoint allows you to delete a record with the provided ID from the specified table. |
|
| Create A Record | Creates a new record in a specified ServiceNow table. This endpoint allows you to create a new record with the provided data in the specified table. |
|
| Attach File To Record | Attaches a file to a specified record in a ServiceNow table. |
- Table Name
- Record Sys
- File Name
- File to Upload
- Mimetype
- Name
- S3key
|
| Get Records | Retrieves a record from a specified ServiceNow table. This endpoint allows you to retrieve a record with the provided ID from the specified table. |
|
| Find File | Finds a file in a specified ServiceNow table. This endpoint allows you to find a file with the provided name in the specified table. |
|
How to enable Zoom Virtual Agent ServiceNow integration
- Sign in to the Zoom web portal.
- In the navigation menu, click AI Studio then Integrations.
- In the Marketplace section, search for ServiceNow then click Connect.
A new tab will open to begin the authentication process.
- If you are already logged into ServiceNow, your credentials will not be requested.
- If you are not logged in, enter your ServiceNow credentials and submit them.
- When ServiceNow requests access to your account, click Accept, then Confirm to complete the connection.
- Once authentication is successful, the integration will appear on your Integrations page.
- In the navigation menu, click AI Studio then Integrations.
You will see the ServiceNow application with a Connected status.
How to reconnect the ServiceNow integration
When used in knowledge management or support channels, the integration may disconnect as a result of token expiry or authentication issues.
- Sign in to the Zoom web portal.
- In the navigation menu, click AI Studio then Integrations.
- In the upper right corner, click the four horizontal lines.
- In the Status column of the disconnected integration, click Re-connect.
You will be taken to the page where you can edit the integration details. - (Optional) Edit the integration details.
- Click Save.
A new tab will open to begin the authentication process.
- If you are already logged into ServiceNow, your credentials will not be requested.
- If you are not logged in, enter your ServiceNow credentials and submit them.
- In the navigation menu, click AI Studio then Integrations.
You will see the ServiceNow application with a Connected status.
How to use ServiceNow integration with ZVA voice or chat agents
- In the navigation menu, click AI Studio then Tool Templates.
- Click the Marketplace tab.
- Expand ServiceNow for Zoom to view the list of supported tools:
- Create A Record
- Get Records
- Find File
- Create a voice or chat agent and use the desired ServiceNow tools accordingly.
Data security
Communications between this app and Zoom/ServiceNow are encrypted:
- Protocol: TLS 1.2
- Cipher suite: ECDHE-ECDSA-AES128-GCM-SHA256
- Key length: 128 bits
- Perfect Forward Secrecy: YES
This app stores access credentials in the local data store:
- ServiceNow OAuth2 tokens and Zoom OAuth credentials (both user-level only) are stored in an encrypted database.
How your data is used
This app has access to the following information on ServiceNow:
- Create A Record: Create new records in ServiceNow tables, including work items, incidents, tasks, or custom records as authorized.
- Get Records: Read existing records from ServiceNow tables, including fields, comments, attachments, and status information, subject to user-level permissions.
- Find File: Search for and retrieve files stored in ServiceNow, such as attachments or documents, within the scope of authorized tables and user access.
- Delete A Record: Delete records from ServiceNow tables. This action is restricted by user permissions and roles; the app respects ServiceNow ACLs and will not allow deletion if the user does not have authorization.
This app has the following permissions for Zoom:
- View your user information.