Slack and servicenow integration

[Pavan Kumar BV]

Hi Team,

I have successfully implemented POC to integrate slack and servicenow in such a way that

1. As soon as an P1/P2 ticket is assigned to my group i will get an instant alert.

2.Also, if any P3/P4/P5 ticket assigned to my group is updated to P1/P2 i get a notification on my slack.

Hence, i have used an after insert/update BR for it with below conditions.

However, i am getting alerts for every change that i make on my incident satisfying the above conditions.

For example: assume a P1 is assigned to my group and i get notified in slack that a P1 is assigned. And now if i add a work note/additional comment/make any change in any of the incidents fields i am getting the alerts again. I dont want this to happen. I need the notification only when the ticket is assigned to my queue. But not for every change i make.

Is there a way to tell my BR not to execute when any change to other fields is made?

Thanks in advance.

[Pooja Devkar]

Hello Pavan,

Follow below steps:

1. Step 1: Authenticate ServiceNow + Slack. (30 seconds)
2. Step 2: Pick one of the apps as a trigger, which will kick off your automation. (15 seconds)
3. Step 3: Choose a resulting action from the other app. ...
4. Step 4: Select the data you want to send from one app to the other. ...
5. That's it!

Also refer below links for more information, it may help you to solve your query.

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/integrationhub/reference/slack-spoke.html

https://slack.com/intl/en-in/help/articles/360001933108-ServiceNow-for-Slack

https://automate.io/integration/servicenow/slack

https://halp.com/halp-integrations/servicenow-slack-integration

https://www.workato.com/integrations/servicenow+slack

https://stackoverflow.com/questions/43208710/servicenow-integration-with-slack

https://slack.com/intl/en-in/blog/productivity/accurate-efficient-customer-service-with-servicenow-and-slack

https://zapier.com/apps/servicenow/integrations/slack

Watch video https://www.youtube.com/watch?v=5XA_hl5-n0s

Kindly mark my answer correct & helpful; if it's useful to you.

Thanks & Regards,

Pooja Devkar

DxSherpa Technologies Pvt. Ltd

[Pavan Kumar BV]

Hi Pooja, this is exactly what i did in my instance(the one mentioned in youtube). But still the alerts are getting triggered when i update other fields.

Unfortunately, we cant use any 3rd part apps like Automate.io/Exalate for integration as there are some constraints. Integration hub has also the same issue(getting multiple notifications).

The problem here is not with the integration, i assume its something to do in my BR.

[User206787]

Hi Pooja, 

We are trying to integrate SNOW-SLACK to send out slack messages using flow designer, I have created an Action to embed the url for the number "Generate Table Link". This action is working fine for Emails but when the message is sent via slackbot, It is showing as a string field rather than embed the code to the link. 

After doing additional debugging, I found out that the format which ServiceNow receives the notifications has a content-type as null but the email sent is in html which is why emails can be sent with the link to the record. Where as in Slack the link is not getting created, Instead provide all the html tags with the link to the record. 

Do you know how this can be resolved? 

Thanks in Advance. 

pK

[theiser]

can't you update the business rule condition to include assignment group changes