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ServiceNow Integration With Slack Application

The document discusses the ServiceNow integration with Slack. This allows teams to create and manage ServiceNow incidents, requests, and other records directly from within Slack. Key capabilities include creating incidents from Slack messages or menus, notifying teams about record updates in customized channels, searching and sharing records, interacting with previewed records and service catalogs, and building customized workflows. Setup requires a ServiceNow account and adding the ServiceNow app to Slack workspaces and channels.

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278 views8 pages

ServiceNow Integration With Slack Application

The document discusses the ServiceNow integration with Slack. This allows teams to create and manage ServiceNow incidents, requests, and other records directly from within Slack. Key capabilities include creating incidents from Slack messages or menus, notifying teams about record updates in customized channels, searching and sharing records, interacting with previewed records and service catalogs, and building customized workflows. Setup requires a ServiceNow account and adding the ServiceNow app to Slack workspaces and channels.

Uploaded by

Ba la
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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ServiceNow Integration with Slack

ServiceNow for Slack


Easily submit, manage, and collaborate on Incidents, IT service requests and more with the
ServiceNow for Slack app.

Teams can now: Create ServiceNow Incidents from within Slack


Just select any Slack message and create a ServiceNow incident from within a Slack conversation or
start from scratch using the shortcuts menu anywhere in Slack.Stay in the know
Customize your public or private channels to notify your team about new and updated ServiceNow
records, like when an Incident priority changes or a new Change Request is created.

Search and Share ServiceNow Records


Search for ServiceNow records (including Incidents, Problems, Changes or Knowledge Base articles
and more) using the easy text search and share the results in any Slack channel or with any person.
Once shared, you can perform quick actions on Incidents like view comments and notes, add
comments, and change status.

Power preview of ServiceNow records in Slack channels


Get the preview of any ServiceNow record shared in a Slack channel or Direct Message and interact
with the record from within Slack.

Interact with Service Catalog


Initiate Service Catalog requests and view status and pending approvals all from within Slack. Use the
shortcuts menu to search the Service Catalog from within Slack and kick off the ordering process with
just a few clicks. Once submitted, you can stay up to date on open requests and approvers can keep
track of the items needing attention.

Build customized Incident workflows in Slack


Leveraging Workflow Builder in Slack, you can add steps to Create or Get a ServiceNow Incident to
create your own custom ServiceNow Incident flow or to integrate ServiceNow with other apps
available in Workflow Builder.

Please note that a paid ServiceNow account is required to use this app, however, there is no
additional cost associated with the app itself.

Steps to Setup the ServiceNow Integration


with Slack
1. Make a account in the SLACK Application
2. Create a Workspace
3. Create a Channel
4. Go to manage app
5. Search for ServiceNow for Slack
6. Click on Add to Slack
7. Click on Allow

8. Click on Connect ServiceNow to Slack

9. You will be redirected to a page from where you will get the redirect URL and the logo URL, copy
both the URL.
10. Go to the ServiceNow Instance and search for the Application Registry.
11. Click on Create an Oauth API Endpoint for external client.
12. Paste the URL copied from the slack and paste it in the redirect and the logo URL as shown below.

13. Copy the Client id and the client secret id from the ServiceNow.
14. Paste the IDs in the SLACK also paste the URL of the instance as shown below.
15. Click on Submit.

16. Add the App in the particular channel of you slack in which you want the functionality.
17. Select the message and go to more option and select Create an Incident.

18. Go to the ServiceNow Instance and you can see the incident as been raised on befalf of the
message in the Channel.
NOTE: If you have the scenario that if any particular incident changes its state, priority etc then an
alert will be shown in the slack channel then this also we can achieve through this integration…

To achieve this you need to follow the steps given below:


1. Go to the ServiceNow for Slack App
2. There you can see the steps given below:

Enable Alerts from ServiceNow to Slack

Configure the ServiceNow for Slack Alerts Update Set on your ServiceNow instance
a) Download the ServiceNow for Slack Alerts Update Set. Click here to download the update set.
b) Upload the Update Set file to your ServiceNow Instance under Retrieved Update Sets following this
documentation.
c) Preview and then Commit the Update Set to your ServiceNow instance.

Authorize Alerts in Slack


Authorize Alerts
Authorize alerts for this Slack workspace.

Grant users permission to set alerts using the ServiceNow permission


Within ServiceNow user permissions, add the x_545827_slack_std.user permission to any user who
should have the ability to add and manage alerts in Slack channels.

1. Click on “Here” to download the update set and commit the update set in your ServiceNow
instance.
2. Click on the Authorize Alerts

3. Go the the Channel in which you have add the APP and click on the icon
4. Click on the Add/edit channel alerts

5. Click on add new record alert and then search for the incident on which you want the alert.
6. Choose the field on which you want the alert as shown in the below image.

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