Feasibility of threaded operation in ServiceNow-Slack Integration

[Arjit Gourav]

Hi Team,

Need advise if anyone has idea on possibilities of threaded message operation in ServiceNow-Slack integration(unidirectional).

For example, if are utilizing Slack Spoke and sending message to Slack Channels for e.g. incident updates- is it possible to keep all messages related to a single ticket in the same Slack threa?

The idea is that once the first update about a specific INC is sent to Slack channel, all of the subsequent updates about that particular Incident should be posted in the thread of the first message, to provide better user experience  

Please let me know if anyone has got any clear idea on this or have performed similar implementation.

[Viraj Hudlikar]

Hello @Arjit Gourav 

Yes, threaded messaging in Slack via ServiceNow is fully achievable using the Slack Spoke. You just need to capture two values when sending the first message: the Slack channel ID and the exact message timestamp (ts). That timestamp acts as the thread ID (thread_ts) for Slack.

Save both values to the related Incident record. For any future updates on the same Incident, pass them along in your Slack Spoke action using channel and thread_ts. This ensures all updates are posted in the same Slack thread, improving clarity and user experience.

You don't need a bidirectional setup or heavy customization. Just store and reuse the metadata in your flows or logic.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Arjit Gourav]

Hi @Viraj Hudlikar ,

We are using Post Message action and quite unsure where to store the initial inputs for both of the values for Channel ID and exact message timestamp. 

Any idea where can we store the initial values and way to re-utilize in further iterations ?

Regards,

Arjit

[Viraj Hudlikar]

Hello @Arjit Gourav 

Absolutely feasible.
Store the initial Slack channel_id and ts (timestamp) in custom fields on the Incident record e.g., u_slack_channel_id and u_slack_thread_ts.
Capture these from the first Slack message response using Flow Designer or Script.
For all future updates, reuse these values in the Post Message action to ensure messages stay threaded.
No bidirectional setup needed just smart metadata reuse.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Viraj Hudlikar]

Hello @Arjit Gourav 

I believe you are doing great.

Did my reply answer your question?

If my response helped, please mark it correct and close the thread so that it benefits future readers.

Thanks & Regards
Viraj Hudlikar.