Setting up Slack as a contact method

You configure Slack to enable users to receive Slack notifications for escalations. To offer Slack as a contact method for shift members, you install the IntegrationHub spoke for Slack.

Configuring Slack for On-Call Scheduling

The Slack spoke automates On-Call Scheduling notifications and responds to them. The following configurations support On-Call Scheduling notifications:

Outbound Configurations

Slack > Outbound Configurations > On-Call: Assign by Acknowledgement

Generates a general escalation message. Modify the record to customize the message template.

Figure 1. Outbound Assign by Acknowledgement subflow

Slack > Outbound Configurations > On-Call: Assign by Acknowledgement Catch All

Generates a catch-all escalation message. Modify this record to customize the message template.

Figure 2. Outbound Assign by Acknowledgement Catch All subflow

Inbound Decisions

Slack > Inbound Decisions > On-Call: Assign by Acknowledgement Decision

Defines inbound configuration for general response handling for Accept or Reject escalation messages. Use action_id as the key to map outbound configuration and inbound decisions for general escalations. The answer points to the subflow that is executed when the user clicks Accept or Reject. Modify the record to change the response handling behavior.

Figure 3. Inbound Assign by Acknowledgement Decision subflow

Slack > Inbound Decisions > On-Call: Assign by Acknowledgement Catch All Decision

Inbound configuration for catch-all response handling for escalation for Accept or Reject messages. Use action_id as the key to map outbound configuration and inbound decisions for catch-all situations. The answer points to the subflow that is executed when the user clicks Accept or Reject. Modify the record to change response handling behavior.

Figure 4. Assign by Acknowledgement Catch All Decision subflow

Subflows

Figure 5. Subflow designer

On-Call Assign by Acknowledgement

This subflow handles incoming responses from Slack and then acts. For example, assign a task to a user and return an acknowledgement message. In case of rejection, the subflow logs the response and moves the escalation to the next escalatee.

Insert Slack Response

This action creates a record in the [sn_slack_ah_v2_inbound] table for incoming Slack responses. You can reference the response by workflow based on context_id.

On-Call Response Controller

This action performs appropriate operations when the user clicks Accept or Reject from Slack. It invokes the utility methods to perform actions from the OnCallSlackUtils script include.