ServiceNow Slack Integration Overview

[mste23]

Hello, Community!

I'm trying to set up a Slack integration and I'm confused by the different options.

In the Slack app store, I can see already three options: "ServiceNow for Slack",  "Now Actions" and the “Now Virtual Agent” App. In ServiceNow, I also see the Slack Spoke for Flow Designer.

Can someone maybe provide an overview what should be used for what? What is considered the "old way" and what should we avoid? If you dont use one of the Apps how is the matching of user in ServiceNow and in Slack handled ? 

Any guidance on "what to use for what" would be a huge help.

[NavinAgarwal]

Hi @mste23 ,

There are several methods to integrate ServiceNow and Slack, ranging from pre-built apps to custom solutions. Here is an overview of the available options:

1. ServiceNow for Slack App: An official, pre-built application available in the Slack Marketplace and ServiceNow Store that provides core functionalities like incident management, alerts, and record sharing.
2. Conversational Integration with Slack: Uses the ServiceNow Virtual Agent to enable chat-based interactions for self-service, approvals, and live agent transfers within Slack.
3. IntegrationHub Spoke (Slack Spoke): A low-code/no-code option that uses pre-built actions (spokes) in Flow Designer to automate workflows and data exchange between systems.
4. Custom Integrations: Building bespoke integrations using Slack APIs (webhooks, bots) and ServiceNow's REST APIs for highly specific or complex workflow requirements.

Which options to use in different scenarios:

Scenario 1: Standard IT Service Management (Incident/Change/Request)
Recommended Option(s): ServiceNow for Slack App and/or Conversational Integration

Scenario 2: Automated Notifications & Approvals
Recommended Option(s): IntegrationHub Slack Spoke or Custom Integrations

Scenario 3: Employee Self-Service (HR, IT, etc.)
Recommended Option(s): Conversational Integration with Slack

Scenario 4: Complex, Unique Workflows
Recommended Option(s): Custom Integrations using ServiceNow REST APIs and Slack APIs

If you found my response helpful, could you please mark it as ‘Accept as Solution’ and ‘Helpful’? This small action goes a long way in helping other community members find the right answers more easily and supports the community.

Regards,
Navin

[mste23]

Thank you for this first overview! What about the "Now Actions Slack App". I thought this would be the way to go for your Scenario 2. Is it outdatet and shouldnt be used at all ? And If you dont use one of the Apps and then use the Slack Spoke to send notifications to certain users in Slack how is the matching of user in ServiceNow and in Slack handled ? Kind Regards!

[NavinAgarwal]

Hi @mste23 ,

It's not outdated and can be used, please refer below community article for details.

Using Now Actions to notify users in Slack - ServiceNow Community

Also, the matching of users in ServiceNow and Slack is handled through the use of OAuth 2.0 tokens. The Slack spoke requires creating a workspace and custom app on your Slack account to generate the OAuth 2.0 tokens for the Slack spoke. This process ensures that the users in ServiceNow are correctly matched with the corresponding users in Slack, allowing for seamless communication and notification management.

Reference Link:

Slack Spoke

Hope this helps!

[Naval Singh]

Pretty ironic how the world comes around.

ServiceNow replaced use of Slack with Teams and deployed LTI MindTree to migrate all the old conversations.

Now that Salesforce has entered into ITSM space, ServiceNow who criticises use of ITSM through Slack is themselves giving an option to use ITSM through Slack, be it fulfiller or end user.

The times they are a changin.