How To Integrate ServiceNow With Slack

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servicenow slack integration

Last Updated: April 2024

Hey there! So, you want to know how to integrate ServiceNow with Slack? Well, you’ve come to the right place! In this guide, we’ll show you how to seamlessly integrate ServiceNow with Slack, bringing together the power of these two platforms.

By doing so, you’ll streamline your workflow, enhance communication, and boost productivity—all without breaking a sweat. 

So, get ready to discover the ins and outs of integrating ServiceNow with Slack, and unlock a whole new efficiency level for your organization.

Steps to Integrate ServiceNow With Slack

With the ServiceNow app for Slack, you can effortlessly handle and oversee ServiceNow incidents without leaving your Slack workspace. 

Step 1: Install the ServiceNow app

To get started, you’ll need to install and configure the ServiceNow app in Slack. Here’s how:

  • Check the ServiceNow app page in the Slack App Directory.
  • Click “Add to Slack.”
  • Select “Allow” to grant ServiceNow access to Slack.
  • Return to your workspace by clicking on”Open Slack”.

Tip: In case you are subscribed to the Enterprise Grid, you have the option to install the ServiceNow app at the organization level and include it in any workspaces requiring access to ServiceNow.

Step 2: Configure ServiceNow OAuth in Slack

Before you can connect ServiceNow to Slack, you’ll need to activate OAuth in ServiceNow and configure it in Slack.

  • In Slack, click on “Apps” in the left-hand sidebar. Click “More” if you don’t see the option.
  • Search for and select “ServiceNow” to open the app.
  • From the app’s Home tab, click “Prepare OAuth on ServiceNow.” This will redirect you to the ServiceNow website.
  • In ServiceNow, create a new OAuth entry in your application registry.
  • Establish an OAuth API endpoint to accommodate external clients.
  • Enter “Slack” in the Name field.
  • Enter “https://slack.com/interop-apps/servicenow/snow_oauth_redirect” in the Redirect URL field.
  • Enter “https://cdn.brandfolder.io/5H442O3W/as/pl546j-7le8zk-ex8w65/Slack_RGB.svg?position=180199” in the Logo URL field.
  • ServiceNow will generate a client ID and client secret. Keep these credentials handy, as you’ll need them to connect ServiceNow to Slack.
  • Click “Submit

Step 3: Connect ServiceNow to Slack

Now it’s time to connect ServiceNow to Slack. 

  • Open the ServiceNow app in Slack.
  • Go to the Home tab of the app and select “Connect ServiceNow with Slack.”
  • Input the URL of your ServiceNow instance. (e.g., a1marketing.service-now.com), client ID, and client secret.
  • Click “Submit.”

Step 4: Enable ServiceNow alerts in Slack

If you want to receive ServiceNow alerts in Slack, you can enable this feature. Here’s how:

  • Open the ServiceNow app in Slack.
  • On the Home tab of the app, you can download the ServiceNow for Slack notifications update set.
  • In ServiceNow, upload the update set file from the Retrieved update sets.
  • Preview and commit the file, and then navigate back to the Slack app.
  • On the Home tab, click “Authorize alerts,” and choose “Authorize alerts.”

Account Connection, Usage, and Customization

Now let’s explore some of the actions you can take:

Connect your Account

To connect your account if the ServiceNow app is already installed in your workspace, follow these steps:

  1. On your desktop, navigate to the top of the left sidebar and click on “Apps.” If you don’t see this option, click “More” to locate it.
  2. Search for “ServiceNow” and select it to open the app.
  3. In the app’s Home tab, click “Connect your account” and carefully follow the prompts.

Using ServiceNow in Slack 

Seamlessly create new incidents either from the attachments and shortcuts menu or directly from a specific message.

  1. Shortcut menu:
  • In any conversation, click the [/] slash icon located in the message field.
  • Search “Create an incident with ServiceNow for Slack” and press Enter to select it.
  • Enter the necessary details about the incident and click “Create.”
  1. From a message:
  • Hover your cursor over the message.
  • Click the three dots icon that appears.
  • Choose “Create an incident” from the menu options.
  • Enter the necessary details about the incident.
  • Click “Create” to finalize the creation of the incident.

Tip: If you need to gather specific incident details from Slack, you can create a workflow with a custom form and a ServiceNow workflow step. 

Share ServiceNow records with your team

  • In any conversation, click the slash icon located in the message field.
  • Search for “Find and share a record from ServiceNow for Slack” and press Enter to select it.
  • Search for the specific record you want to share.
  • Select a channel where you wish to share the record.
  • Share the record with your team by selecting the appropriate channel.

How to add ServiceNow steps to Slack workflows?

If you have a paid subscription to Slack, you have the ability to integrate ServiceNow into your workflows using the Workflow Builder. 

Here are two ways you can incorporate ServiceNow steps into your workflows:

    1. Create incident: Utilize Slack to collect necessary information or leverage steps from other apps to automatically create a new incident in ServiceNow based on specific events or triggers.
    2. Get incident: Retrieve information about a ServiceNow incident within your workflows, allowing you to reference and use that data for further actions or decision-making.

How to set up ServiceNow alerts in Slack?

To configure ServiceNow alerts in Slack, you can set up two types of alerts within your workspace: record and bulk alerts. To configure an alert, follow these steps:

  1. In a channel, click on the slash icon [/] in the message field.
  2. Search for “Add/edit channel alerts” and press Enter to select it.
  3. Choose a channel from the drop-down menu and click “Next.”
  4. Select either “Record alert” or “Bulk alert.” If you choose “Record alert,” search for and select the specific record for which you want to set alerts. For bulk alerts, select the desired record type. 
  5. Click “Next.”
  6. Optionally, you can choose the type of alerts that will be posted to the channel.
  7. Click “Save” and then click “Done” to complete the setup of the alert.

Disconnecting your ServiceNow account

To discontinue the use of the ServiceNow app in Slack, any member of the workspace can disconnect their ServiceNow account. It’s important to note that disconnecting an account will not uninstall the app from your workspace. 

  1. On your desktop, navigate to the top of the left sidebar and click on “Apps.” If you don’t see this option, click “More” to locate it.
  2. Search for “ServiceNow” and select it to open the app.
  3. In the app’s Home tab, click “Disconnect accounts” and follow the prompts.

Connecting a New ServiceNow Instance

To connect a different ServiceNow instance in Slack, ServiceNow administrators have the ability to make this change. Here’s how:

  1. On your desktop, go to the top of the left sidebar and click on “Apps.” If you don’t see this option, click “More” to locate it.
  2. Search for “ServiceNow” and select it to open the app.
  3. In the app’s Home tab, click “Disconnect instance” and carefully follow the prompts.

Note: Once you connect a new ServiceNow instance, all members of your workspace will need to reconnect their accounts to the ServiceNow app.

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In today’s fast-paced world, customers expect quick resolutions. Automated customer service software accelerates response times by automating workflows, enabling prompt and efficient support for enhanced customer satisfaction.

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  • Instant access to customer information: By integrating with CRM systems or databases, it enables your support agents to access past interactions, purchase history, and other crucial details swiftly.
  • Knowledge base and self-service: Enable your customers to independently find answers to FAQs and troubleshoot common issues.
  • Chatbots and AI-powered assistants: Integrate chatbot functionalities and AI-powered virtual assistants to handle routine inquiries. 
  • Real-time notifications and alerts: Get real-time notifications and alerts about new inquiries, ensuring no customer request goes unnoticed.

Recommended: How to use ChatGPT for Shopify

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Conclusion

In conclusion, integrating ServiceNow with Slack allows for seamless incident management and improved collaboration. By following the above steps, you can create and manage ServiceNow incidents directly within your Slack workspace. 

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