---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Import Zoom Team Chat messages

# Import Zoom Team Chat messages {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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.
{#import-zoom-chat__id_ltn_51x_3vb__entry__3}

| 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 |
[Tabela 1. Record and related configuration role]

{#import-zoom-chat__id_ltn_51x_3vb}

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.  
   {#import-zoom-chat__table_mm4_vgc_gvb__entry__2}

   | 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. {#import-zoom-chat__ul_xtn_1hc_gvb} |
   [Tabela 2. Import messages from Zoom  form]

   {#import-zoom-chat__table_mm4_vgc_gvb}

   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](https://www.servicenow.com/docs/KnFg12IO9uKO1o~RjvUJfw "Customize the chat form for additional ServiceNow Collaboration services tables by creating a chat configuration.").
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.