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Jam works with ServiceNow through Recording Links, shareable URLs you generate in the Jam browser extension and paste directly into an incident or service request. When the user clicks the link and records, the resulting Jam arrives in your dashboard with a reference back to the original ServiceNow record.

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How to request a Jam from ServiceNow

1

Create a Recording Link

Open the Jam browser extension and click Request a Recording.
2

Paste the incident URL as the link name

Copy the ServiceNow incident or request URL (e.g., https://yourcompany.service-now.com/now/nav/ui/classic/params/target/incident.do%3Fsys_id%3DABC123) and paste it into the Recording Link name field. This creates a reference between the Jam and the incident for easy lookup later.
3

Generate the link

Click Create link. The link is automatically copied to your clipboard.
4

Share the link in the incident

Paste the Recording Link into the ServiceNow incident work note or customer reply and send it to the user.
5

Receive the recording

When the user records and submits, you receive an email notification. The Jam appears in your dashboard with a reference to the ServiceNow incident.

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What users experience

The recording flow requires no downloads or account:
  1. The user clicks the Recording Link and it opens directly in their browser.
  2. They click Start Recording and capture the issue on screen.
  3. The recording uploads automatically and you are notified immediately.

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What data is collected

Each Jam submitted through a Recording Link includes:
  • Screen recording: a video of the user’s screen
  • System metadata: browser version, operating system, screen resolution
  • Reference URL: the ServiceNow incident URL you attached when creating the link
Console logs and network requests are not captured by default. To collect them, connect a custom recording domain. See Set up a custom recording domain.

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Tips for ServiceNow workflows

Use the jam-reference URL parameter to automatically attach the incident URL or incident number to every Jam from a reusable link: 
https://recorder.jam.dev/QrBnf3s?jam-reference=INC0012345
Use the jam-title parameter to pre-populate the Jam title with the incident number or short description: 
https://recorder.jam.dev/QrBnf3s?jam-title=INC0012345+VPN+connection+failure
Create a reusable Recording Link and add it to a ServiceNow email notification template or catalog item description. This lets your service desk team request recordings at scale without generating a new link per incident.