Slack-ServiceNow Automation for Event Queries

• IT Support Teams: To streamline incident management and enhance communication with users.
• ServiceNow Administrators: To facilitate quick access to incident data and improve response times.
• Slack Users: To efficiently search for incidents directly from Slack without switching applications.
• DevOps Teams: To monitor incidents and prioritize issues based on severity and state.
• Business Analysts: To analyze incident trends and prioritize based on user input.

This workflow addresses the challenge of inefficient incident management by integrating Slack and ServiceNow. It allows users to search for incidents based on priority and state directly from Slack, reducing the time spent switching between applications. Additionally, it ensures that users receive timely updates on incident statuses, whether through direct messages or channel notifications, enhancing overall communication and response efficiency.

• Webhook Trigger: The workflow starts with a Webhook that captures events from Slack, such as modal submissions or button presses.
• Parse Webhook: The incoming data is parsed to extract relevant details like callback IDs and user input.
• Route Message: Based on the parsed data, the workflow determines the appropriate action (e.g., opening a modal, submitting data, or handling button actions).
• ServiceNow Modal: If a modal request is detected, it triggers a modal in Slack, allowing users to input search parameters for incidents.
• ServiceNow API Call: After the modal is closed, the workflow queries ServiceNow for incidents that match the user-defined criteria (e.g., priority and state).
• Incident Evaluation: The workflow checks if any incidents were found and sorts them by most recent, retaining only the top 5 for clarity.
• Notify Users: Depending on whether a channel was selected, the workflow sends the results either to a designated Slack channel or directly to the user who initiated the query.
• Response Handling: Finally, the workflow ensures proper responses are sent back to Slack to maintain a seamless user experience.