About ServiceNow and Slack integration

SotaT
Tera Contributor

a month ago

I have a few questions about the ServiceNow and Slack integration.

 

1. List of available features in Slack

Please provide a list of features available in the Slack integration (commands, shortcuts, etc.).

 

2. Ability to restrict each feature of the Slack integration for each user

Please confirm whether it is possible to restrict or disable each feature (shortcuts, etc.) of the Slack integration for each user.

 

3. Regarding language settings for Slack and ServiceNow

Please confirm the behavior when the language settings on the Slack side and the ServiceNow side are different (especially when using unsupported languages such as Chinese). For example, if the language setting on Slack is set to Chinese and a new incident is created from the Slack side using the command “/create an incident,” please confirm how ServiceNow will behave in this scenario.

 

4. Regarding Slack extension application licenses

Please confirm whether a license is required when installing extension applications (such as SlackSpoke) on the ServiceNow side.

 

Translated with DeepL.com (free version)

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Viraj Hudlikar
Giga Sage

4 weeks ago

Hello @SotaT 

 

1 -> The integration provides slash commands, shortcuts, and notifications to create, view, update, and get notified about ServiceNow records (like Incidents, Requests, Approvals) directly from Slack. It also allows you to interact with the ServiceNow Virtual Agent within Slack. link1    link2

2 -> Yes, feature access is restricted. This is not configured in Slack but is enforced by the user's permissions within ServiceNow. If a user doesn't have the rights to create an incident in ServiceNow, they cannot create one from Slack.

 

3 -> ServiceNow's behavior is determined by the ServiceNow user's language setting, not Slack's. If Slack is in Chinese, but the user's ServiceNow profile is set to English, the ServiceNow interface (form labels, buttons) will appear in English. The data entered in Chinese will be saved correctly.

 

4 -> Yes, a license is required. Using the Slack Spoke for building custom automations requires a ServiceNow IntegrationHub subscription (typically Professional or Enterprise).

 

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Thanks & Regards
Viraj Hudlikar.

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