Automated ServiceNow Incident Lookup via Slack
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Instantly retrieve ServiceNow incident details directly from Slack using a simple slash command. This workflow automates incident lookups, saving valuable time for your team.
About This Workflow
This n8n workflow empowers your team to query ServiceNow incidents directly from Slack. When a user initiates a slash command with an incident ID, the workflow triggers a webhook. It then extracts the provided incident ID and seamlessly searches your ServiceNow instance. The results, including key incident details like description, severity, caller, and status, are then presented back to the user in Slack. If no incident is found or if there's an issue connecting to ServiceNow, informative messages are returned to ensure clear communication and prompt action.
Key Features
- Instant Slack Integration: Trigger ServiceNow searches directly from your team's communication hub.
- Automated Incident Retrieval: Quickly pull up critical incident information without leaving Slack.
- Comprehensive Incident Details: View key fields such as ID, description, severity, caller, priority, state, category, and open date.
- Direct ServiceNow Linking: Easily navigate to the full incident record in ServiceNow with a single click.
- Error Handling & Notifications: Receive clear feedback if an incident isn't found or if there are connection issues.
How To Use
- Set up the n8n Webhook: Configure the
Webhooknode with a unique path that will be used as your Slack slash command endpoint. - Configure Slack Slash Command: In your Slack workspace settings, create a new slash command that points to the URL of your n8n webhook.
- Extract Incident ID: The
Extract Incident ID from Responsenode is pre-configured to pull the incident ID from the incoming webhook payload (assuming it's in thetextfield of the JSON body). - Connect to ServiceNow: In the
Search For Incident in ServiceNownode, ensure your ServiceNow credentials are correctly set up. Configure thesysparm_queryto dynamically search using the extractedincident_id. - Customize Slack Notifications: The
Send Incident Details to Slacknode formats the output for Slack. Customize theresponseBodyto include or exclude specific incident fields based on your team's needs. TheView Incidentbutton is dynamically generated with a link to your ServiceNow instance. - Configure Error Handling: The
Notify User no Incident was FoundandNotify User of Error with ServiceNownodes provide fallback responses. Ensure these nodes are correctly connected to handle scenarios where an incident isn't found or a connection error occurs.
Apps Used
Workflow JSON
{
"id": "b936313c-09d7-4f49-b093-0a65eaa5e5e2",
"name": "Automated ServiceNow Incident Lookup via Slack",
"nodes": 27,
"category": "DevOps",
"status": "active",
"version": "1.0.0"
}Note: This is a sample preview. The full workflow JSON contains node configurations, credentials placeholders, and execution logic.
Get This Workflow
ID: b936313c-09d7...
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