Zoom Contact Center: Additional Information section (Sh description) not displayed when Interaction.

[Kishore47]

Hi Community,

We have the Zoom Contact Center ServiceNow Integration (OpenFrame softphone) set up with CSM/FSM Configurable Workspace, and I need help with an issue on the Interaction form.

Current behavior

1. A technician clicks the Zoom Contact Center phone icon (OpenFrame softphone) at the top right of the workspace and answers an incoming call.
2. After the call is answered, the integration user (Svc_ZoomSN) creates a Phone-type Interaction, and the Interaction form opens automatically in a new tab in CSM/FSM Configurable Workspace.
3. On this auto-opened form, only the Interaction section is visible (Number, Account, Type, State, Opened for, Assignment group, Assigned to).
4. The Additional Information section, which contains Short description and Work notes, is not displayed.
5. When the same Interaction is opened manually from the List tab, the Additional Information section and Short description are available.

Requirement

After the call is answered and the Interaction form opens automatically, the Short description field should be visible along with Number, Account, Type, State, Opened for, Assignment group, and Assigned to, so the technician can enter it right away.

Has anyone faced this issue, and which configuration controls this behavior? Any help would be appreciated.

Thanks in advance!