ServiceNow Incident Notifications to Slack Workflow

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.