Request a Jam from ServiceNow Incidents and Requests - Jam Documenation

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.

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.

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 your domain. See Connect your domain.

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.