ServiceNow To Slack - integration

[shashisheri]

Send ServiceNow Incident Notifications to Slack Using Flow Designer

Hello ServiceNow Community!

This walkthrough explains how to send a notification to a Slack channel whenever a new Incident is created in ServiceNow.

The notification includes the Incident Number, Short Description, Priority, and Assigned To.

We will configure a Slack Incoming Webhook, create an Incident-triggered flow, add the Slack notification action, and test the integration.

1. PREREQUISITES

Before starting, make sure you have:

• Permission to create and activate flows in ServiceNow.

• Permission to create or install an app in your Slack workspace.

• A Slack channel for receiving notifications.

• The Slack Webhooks spoke available in your ServiceNow instance.

Navigation, action fields, and application availability may differ depending on your release and instance configuration. Verify the required IntegrationHub entitlement before installing the spoke.

1. CREATE A SLACK APP

Open the Slack API Apps portal:
Follow these steps:

• Click Create New App.

• Select From Scratch.

• Enter an application name, such as ServiceNow Integration.

• Select the correct Slack workspace.

• Click Create App.

1. ENABLE INCOMING WEBHOOKS

Inside the Slack app configuration:

• Open Incoming Webhooks under Features.

• Turn Activate Incoming Webhooks to ON.

• Click Add New Webhook to Workspace.

• Select the Slack channel that should receive Incident notifications.

• Click Allow and complete any required workspace approval.

Copy the generated webhook URL.

Treat this URL as a credential. Do not include it in public posts, screenshots, or shared documents.

1. VERIFY THE SLACK WEBHOOKS SPOKE

In ServiceNow, open Application Manager and search for:

Slack Webhooks Spoke for ServiceNow IntegrationHub

Install the application if it is available and your instance is entitled to use it.

Verify that the Slack Webhooks action named Post a Message appears in the flow action picker.

1. CREATE A NEW FLOW

Open Flow Designer and create a new flow.

Suggested flow name:
Notify Slack via Webhook When an Incident Is Created

Select the appropriate application scope and enter a description explaining the purpose of the flow.

1. CONFIGURE THE TRIGGER

Add a record trigger with the following settings:

Table: Incident [incident]
Event: Created
Conditions: Leave empty for this example.

Save the trigger.

This flow should run when a new Incident is created. Updating an existing Incident should not trigger it.

For production use, add conditions if you only want notifications for selected priorities, assignment groups, or other business requirements.

1. ADD THE SLACK ACTION

Under the trigger:

• Click Add Action.

• Search for Slack Webhooks.

• Select Post a Message.

• Configure the webhook input using the URL generated in Slack.

Confirm that the webhook belongs to the intended destination channel.

1. CONFIGURE THE MESSAGE

Build the message using the following labels:

New Incident Created!

Incident Number:
Short Description:
Priority:
Assigned To:

After each label, insert the corresponding data pill from the triggering Incident record.

Use these mappings:

• Incident Number: Number

• Short Description: Short description

• Priority: Priority display value, where available

• Assigned To: Assigned user's display name

Insert actual data pills using the data picker. Typing a field name alone will not make the value dynamic.

For Assigned To, use the available display-value or referenced user-name field rather than the user's sys_id.

If Assigned To is empty, ensure the message can still be sent. You can configure an Unassigned fallback using the options available in your flow or action.

1. SAVE AND ACTIVATE

• Save the action.

• Save the flow.

• Resolve any validation errors.

• Activate the flow.

• Confirm that the intended flow version is active.

If you modify the flow later, make sure the updated version is activated before testing again.

1. TEST THE INTEGRATION

Create a new Incident with a recognizable short description.

Example:
Test Incident - Slack notification validation

Submit the Incident and open the configured Slack channel.

Example notification:

New Incident Created!

Incident Number: INC0012345
Short Description: Test Incident - Slack notification validation
Priority: 3 - Moderate
Assigned To: Unassigned

These values are examples. Your notification should display the values from the Incident you created.

1. VERIFY THE FLOW EXECUTION

Open the flow's execution details and check that:

• An execution was created for the new Incident.

• The Slack action completed successfully.

• The overall flow completed successfully.

• The notification reached the correct Slack channel.

• The message values match the Incident record.

Verify the actual Slack message as well as the execution status.

1. ADDITIONAL VALIDATION

Test the following scenarios:

• Create a new Incident and confirm that a notification arrives.

• Update an existing Incident and confirm that this creation-only flow does not run again.

• Create an Incident without an Assigned To value.

• Test short descriptions containing special characters.

• Check that each test Incident produces one notification under normal execution.

• Test each relevant Incident creation method, including integrations used in your environment.

A catalog submission only tests this integration if its fulfillment process actually creates an Incident record.

1. TROUBLESHOOTING

Issue: No flow execution appears.
Check the active flow version, trigger table, trigger conditions, and record creation method.

Issue: The Slack action fails.
Review the action's error details, webhook configuration, spoke setup, and outbound connectivity.

Issue: The notification reaches the wrong channel.
Check the channel associated with the configured webhook.

Issue: Assigned To displays an identifier.
Use the assigned user's display name instead of the sys_id.

Issue: Duplicate notifications appear.
Check for overlapping flows, repeated action steps, or retried executions.

Issue: Recent changes are missing.
Confirm that the updated flow version is active.

CONCLUSION

This example demonstrates how to connect ServiceNow Incident creation with Slack notifications using Flow Designer and an Incoming Webhook.

It introduces record triggers, dynamic data pills, integration actions, credential handling, and end-to-end validation.

How are you using Slack notifications in your ServiceNow environment? Share your use cases and suggestions in the comments.

Suggested tags:
ServiceNow, Flow Designer, IntegrationHub, Slack, Incident Management