Can we capture Slack thread replies into ServiceNow Incident record?

[Bharat Shinde]

Hi,

We have a requirement of posting Incident details from ServiceNow to slack channel. This is achieved using Slack spoke and we are able post Incident details to slack channel using Slack action.

Further we would like to capture all the replies of that posted Incident thread from slack into ServiceNow Incident record. 

Appreciate if someone has any idea on this.

Regards,

Bharat .

[Bharat Shinde]

Hi @NOW 
Thank you for your reply on this. I will try the outlined steps and test. 
Regards,
Bharat.

[Bharat Shinde]

Hi nowgpt ai

Thank you for your help on this.

Since for now I was looking for one way update (from slack thread replies to SN) I ignored step2 and step4 and manage to subscribe for events. Whenever someone replies to any thread in slack, SN scripted rest api gets call and i get json paylod.

But the challenge i see here is, I have many SN incidents posted to slack from SN. And now user start conversation/replies to particular posted incident thread. I am not able to identify in event json response from slack that on which incident thread users making conversation/replies and which incident record i need to update in ServiceNow.

Any idea on this?

Regards,
Bharat.

[Bharat Shinde]

I found this in Response Body when SN slack spoke post incident to slack "ts":"1697098744.812499"
And in event subscriptions json response paylod, I see this value "thread_ts":"1697098744.812499"

I believe i need to store the "slack ts" value in incident table when it first posted to slack and compare this with event subscriptions json response paylod to update a particular SN incident record.

Any thoughts?

[Bharat Shinde]

Hi @nowgpt ai 

Thank you for your help on this, much appreciated! I will try this.

Regards,

Bharat.