Slack "Fetch My Requests" is not returning any results

[GailSnow]

When a Slack user clicks on Fetch My Requests it returns "No requests found" even when they do have open requests.  How do we redirect Slack to search correctly?

[kaushal_snow]

Hi @GailSnow ,

You can follow below troubleshooting steps:

Ensure that the Slack user has the necessary permissions in ServiceNow to view their requests. This includes:

Access Control Rules: Confirm that the user has appropriate roles and access control permissions to view the records.

Record Visibility: Check that the records are not restricted by any conditions that would prevent the user from accessing them.

2. Check Integration Configuration:

Review the configuration of the ServiceNow to Slack integration:

OAuth Tokens: Ensure that the OAuth tokens used for authentication are valid and have the necessary scopes.

API Permissions: Verify that the integration has the required permissions to access the relevant ServiceNow tables and records.

Slack App Configuration: Check the settings of the Slack app to ensure it is correctly configured to interact with ServiceNow.

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Ajay_Chavan]

ServiceNow Slack "Fetch My Requests" - Quick Fix
Most Common Causes:

1. User Permissions
Assign x_545827_slack_std.user role in ServiceNow
Verify user has Service Catalog access (itil role)

2. Account Connection
Slack: More > Automations > Apps > ServiceNow
Click Disconnect accounts → Connect your account

3. User Mapping
Ensure Slack user email matches ServiceNow user record
Check user can see requests in ServiceNow portal directly

Quick Troubleshooting:
Test in ServiceNow: Can user see Self-Service > My Requests?
Check OAuth: System OAuth > Application Registry - verify Client ID/Secret match Slack
Verify Connection: Try /servicenow help in Slack
Check Logs: System Logs for OAuth/permission errors

Most Effective Solution:
Reconnect Slack account + Assign proper ServiceNow roles (x_545827_slack_std.user + service catalog access)

If still failing: User likely has no requests or ACL restrictions - test with admin account first.