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ServiceNow Incident Notifications to Slack Workflow

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Last update 7 months ago

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Who is this for?

This workflow is ideal for IT operations teams or system administrators who use ServiceNow to track incidents and Slack for team communication. It provides real-time updates on new ServiceNow incidents directly in a designated Slack channel, ensuring timely response and collaboration.

What problem is this workflow solving? / Use case

Manually monitoring ServiceNow for new incidents can be time-consuming and prone to delays. This workflow automates the process, ensuring that team members are instantly notified of new incidents, complete with all relevant details, in a Slack channel. It enhances operational efficiency and incident response time.

What this workflow does

  1. Schedule or Manual Trigger: The workflow can be triggered manually or set to run automatically every 5 minutes.
  2. Retrieve New Incidents: Fetches incidents created in ServiceNow within the last 5 minutes.
  3. Error Handling: Posts an error message in Slack if there are issues connecting to ServiceNow.
  4. Incident Processing:
    • If new incidents are found, they are sorted in ascending order by their number.
    • Detailed incident information is formatted and sent to a specified Slack channel.
  5. No Incidents: If no new incidents are found, the workflow does nothing.

Setup

  1. ServiceNow API Credentials: Configure ServiceNow Basic Authentication in the workflow to connect to your ServiceNow instance.
  2. Slack API Credentials: Add your Slack API credentials to enable message posting.
  3. Slack Channel Configuration:
    • Define the Slack channel where notifications should be sent.
    • Ensure the channel ID is correctly set in the Slack node.
  4. Adjust the Schedule: Modify the schedule in the Schedule Trigger node to suit your requirements.

How to customize this workflow to your needs

  1. Notification Format:
    • Customize the Slack message format to include additional or fewer details.
    • Update the Blocks section in the Slack node for personalized messages.
  2. Incident Query Parameters:
    • Adjust the sysparm_query parameter in the ServiceNow node to filter incidents based on specific criteria.
  3. Error Handling:
    • Modify the error message in the Slack node for more detailed troubleshooting information.

Features

  • Real-Time Notifications: Immediate updates on new ServiceNow incidents.
  • Error Handling: Alerts in Slack if the workflow encounters issues connecting to ServiceNow.
  • Customizable Notifications: Flexibility to modify incident details sent to Slack.

This workflow streamlines incident management and fosters collaboration by delivering actionable updates directly to your team.