ServiceNow for Slack

The ServiceNow app for Slack allows you to create and manage ServiceNow incidents right from your Slack workspace.


Install the ServiceNow app to Slack

To install and configure the ServiceNow app in Slack, you’ll need to be a ServiceNow system administrator.

Step 1: Install the ServiceNow app

  1. Visit the ServiceNow app page in the Slack App Directory.
  2. Click Add to Slack.
  3. Select Allow to grant ServiceNow access to Slack.
  4. Click on Open Slack to return to your workspace.

Tip: If you’re on the Enterprise Grid subscription, you can install the ServiceNow app at the org level and add it to any workspaces that need access to ServiceNow.

Step 2: Configure ServiceNow OAuth in Slack

Note: OAuth must be activated in ServiceNow to use the app in Slack. To activate ServiceNow OAuth, review the setup documentation.

  1. From your desktop, click on  Apps in the left-hand sidebar. If you don’t see this option, click  More to find it.
  2. Search for and select ServiceNow to open the app.
  3. From the app’s Home tab, click Prepare OAuth on ServiceNow. You’ll be taken to the ServiceNow website.
  4. Create a new OAuth entry in your application registry.
  5. Create an OAuth API endpoint for external clients.
  6. Enter Slack in the Name field.
  7. Enter https://slack.com/interop-apps/servicenow/snow_oauth_redirect in the Redirect URL field.
  8. Enter https://cdn.brandfolder.io/5H442O3W/as/pl546j-7le8zk-ex8w65/Slack_RGB.svg?position=180199 in the Logo URL field.
  9. ServiceNow will generate a client ID and client secret. Make sure to keep these handy as you’ll need them to connect ServiceNow to Slack.
  10. Click Submit.


Step 3: Connect ServiceNow to Slack

  1. Open the ServiceNow app in Slack.
  2. From the app’s Home tab, click Connect ServiceNow to Slack.
  3. Enter your ServiceNow instance URL (e.g. a1marketing.service-now.com), client ID and client secret.
  4. Click Submit.


Step 4: Enable ServiceNow alerts in Slack

If you like, you can enable ServiceNow alerts in Slack. Once alerts are enabled, you and any members of your workspace with the right ServiceNow permissions can set up and configure alerts.

  1. Open the ServiceNow app in Slack.
  2. From the app’s Home tab, download the ServiceNow for Slack notifications update set.
  3. From Retrieved update sets in ServiceNow, upload the update set file.
  4. Preview and commit the file, then return to the app in Slack.
  5. From the Home tab, click Authorise alerts, then select Authorise alerts.


Connect your account

If the ServiceNow app has already been installed to your workspace, you can connect your account:

  1. From your desktop, click on  Apps at the top of the left sidebar. If you don’t see this option, click  More to find it.
  2. Search for and select ServiceNow to open the app.
  3. From the app’s Home tab, click Connect your account and follow the prompts.


Use ServiceNow in Slack

Create a new incident

You can create a new ServiceNow incident from the shortcuts menu or from a specific message.

Shortcuts menu

From a message

  1. From any conversation, click the  lightning bolt icon to open the shortcuts menu.
  2. Search for and select Create an incident with ServiceNow for Slack from the menu.
  3. Enter details about the incident and click Create.
  1. Hover over a message. 
  2. Click the  three dots icon
  3. Select Create an incident from the menu. 
  4. Enter details about the incident and click Create

Tip: To collect specific incident details from Slack, create a workflow with a custom form and a ServiceNow workflow step. Using a workflow step to create incidents also lets you set custom parameters.

Share ServiceNow records

  1. From any conversation, click the  lightning bolt icon to open the shortcuts menu.
  2. Search for and select Find and share a record from ServiceNow for Slack.
  3. Search for a record.
  4. Choose a channel and share the record.


Add ServiceNow steps to Slack workflows

If you’re using Slack on a paid subscription, you can incorporate ServiceNow into workflows that you create with Workflow Builder:

  • Create incident
    Collect information in Slack to send to ServiceNow, or use steps from other apps to create a new incident in response to certain events.
  • Get incident
    Reference information about a ServiceNow incident in your workflows.


Set up ServiceNow alerts in Slack

If a ServiceNow administrator has enabled alerts, you can set up two kinds of alerts in your workspace:

  • Record alerts
    Alerts for an individual record
  • Bulk alerts
    Alerts for a certain type of record

Set up an alert

  1. From a channel, click the  lightning bolt icon to the left of the message field to open the shortcuts menu.
  2. Search for and select Add/edit channel alerts.
  3. Choose a channel from the drop-down menu, then click Next.
  4. Select Record alert or Bulk alert. For a record alert, search for and select a record. For bulk alerts, select a record type.
  5. Click Next.
  6. If you like, choose the type of alerts that will post to the channel.
  7. Click Save, then click Done.


Disconnect your account

Any workspace member can disconnect their ServiceNow account to stop using the ServiceNow app in Slack. Disconnecting an account will not uninstall the app from your workspace.

  1. From your desktop, click on  Apps at the top of the left sidebar. If you don’t see this option, click  More to find it.
  2. Search for and select ServiceNow to open the app.
  3. From the app’s Home tab, click Disconnect accounts and follow the prompts.


Connect a different ServiceNow instance

ServiceNow administrators can change which ServiceNow instance is connected to Slack:

  1. From your desktop, click on  Apps at the top of the left sidebar. If you don’t see this option, click  More to find it.
  2. Search for and select ServiceNow to open the app.
  3. From the app’s Home tab, click Disconnect instance and follow the prompts.

Note: All members of your workspace will need to reconnect their accounts to the ServiceNow app once you’ve connected a new instance.