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Connect ServiceNow to Slack

ServiceNow is where incidents are logged, but Slack is where IT teams talk. Connecting them puts new and urgent incidents in front of the people on call, warns before an SLA is missed, and points out problems that keep coming back.
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Ideas

What you can do with ServiceNow and Slack

Incident alerts, SLA warnings and recurring problem reports from ServiceNow, posted in Slack. These are ready-made starting points. Anything else you can describe works too.
Every 5 minutes

Post new high-priority ServiceNow incidents to Slack

Every new priority 1 or 2 incident appears in your IT Slack channel within minutes, with its number, short description and a link.

See how it works
On a schedule

Escalate ServiceNow incidents before they breach SLA

Open incidents that have used more than 75 percent of their SLA are raised in priority and flagged in Slack once, while there is still time to act.

See how it works
On a scheduleAI

Spot recurring incidents in ServiceNow every morning

Each morning your IT channel gets a short list of problems that keep coming back across the last week of incidents, with counts and links.

See how it works Your own logic

Any other automation you can describe in words

Your own rules, schedule and AI steps with ServiceNow and Slack, plus any other app. Describe it and your assistant builds it.

See how to build your own

Build your own

Build any ServiceNow and Slack automation you can describe

The ideas above are ready-made starting points, not a fixed list. Describe what should happen between ServiceNow and Slack in your own words, with your conditions, other apps or an AI step, and your assistant writes it, tests it and runs it on ClickRuntime.

  • Your own rules

    Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.

  • Any number of apps

    One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.

  • AI where it helps

    Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.

  • On a schedule or on each event

    Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

For example, ask your assistant

Only post P1 and P2 incidents right away and send others as an hourly summary.

Post a warning when an incident has used 75 percent of its SLA time.

Use cases

Why people connect ServiceNow and Slack

How the two apps work together

  • A check every few minutes reads ServiceNow for new or changed incidents through its REST API.
  • The script posts details to Slack channels by priority or group.
  • Commands or replies in Slack can update incidents on the next check.

  • IT teams seeing new incidents

    New incidents are posted to Slack with priority and assignment group. Response is faster.

  • Managers watching SLAs

    Incidents near SLA breach are posted. Escalation happens in time.

  • Problem managers spotting patterns

    Recurring incidents are grouped by AI. Root causes are found.

  • Teams getting daily summaries

    A morning post shows open incidents by priority. Workload is visible.

More apps

ServiceNow, Slack and other apps in one automation

An automation isn't limited to two apps. Add the next step in another app and it runs as part of the same automation.

Page on P1

When a P1 incident is created in ServiceNow, post it to #incidents and trigger PagerDuty.

Incident log

Log every ServiceNow incident posted to Slack to my Google Sheet.

Create Jira issues

When a ServiceNow incident is assigned to the app team, post it to Slack and create a Jira issue.

Setup

Connect ServiceNow and Slack once

Every idea on this page uses the same two connections, so you set them up once. If one is missing, your assistant tells you and links to the right place.

ServiceNow

IT service management

  1. As an admin with the com.glide.tokenbased_auth plugin, go to System Web Services → API Access Policies → Inbound Authentication Profiles and create an API Key profile with the auth parameter x-sn-apikey: Auth Header.
  2. Add that profile to a REST API Access Policy for the Table API. The Global policy can't use token auth.
  3. Under API Access Policies → REST API Key, create a key for a service account with roles such as itil or rest_service, then open the record and click the lock icon to copy the token.
  4. In the ClickRuntime dashboard, open Connections & secrets, save the key as a secret and enter your <instance>.service-now.com address.

Slack

Team chat

  1. At api.slack.com/apps, create a new app from scratch in your workspace.
  2. Under OAuth & Permissions, add the bot scopes the automation needs, such as chat:write, channels:read and channels:history.
  3. In the ClickRuntime dashboard, open Connections, choose Slack and enter your app's details, then install it to your workspace.
  4. In each channel the automation should use, type /invite @your-app-name.

FAQ

Questions about connecting ServiceNow and Slack

Which ServiceNow account does it use?
A ServiceNow user you create for the automation, with read access to incidents and, for the SLA escalation, permission to update them. Its username and password are saved as secrets in your ClickRuntime dashboard.
Can I filter which incidents reach Slack?
Yes. Filter by priority, assignment group, category or any other field you can use in a ServiceNow list filter.
Does it work with any ServiceNow instance?
Yes, as long as the instance's REST API is reachable over the internet. Give it your instance address, such as northwind.service-now.com.
Will the same incident be posted twice?
No. Each automation remembers what it has already posted or flagged, so an incident only appears once.
Which ServiceNow tables can it read?
Any table the connected user can read, such as incident, problem or change_request.
Can it add work notes?
Yes. Work notes can be added from Slack.
Can it route by assignment group?
Yes. Map groups to channels.

Related pages

Keep exploring

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