Monday, November 21, 2022

Design Document for Slack – SeviceNow Integration









Design Document for Slack – SeviceNow Integration

For ServiceNow (Version: Helsinki)










1.     Document History





Associate id


Revision Details



Ujjwal Kumar


























Table of Contents

1.       Document History. 2

1.0. Introduction.. 4

1.1     Purpose. 4

1.2     Description. 4

2.0. Scope Definition.. 4

3.0. Acronym and Definitions.. 4

4.0. Integration Architecture.. 4

4.1     System Overview.. 4

4.2     Integration Overview.. 5

4.3     For inbound request coming to servicenow.. 5

4.4     For outbound requests from servicenow to slack. 9




1.0 Introduction

1.1    Purpose


The purpose of this design document is to capture the overall architecture and functionality that will be configured for the Slack integration with ServiceNow version of Helsinki release.

1.2    Description


The integration between Slack and ServiceNow is to incorporate bi-directional request from either platforms. For Inbound request coming to ServiceNow, Scripted REST API (on ServiceNow platform) and Slash Command(on Slack) can be used. For outbound requests from ServiceNow, REST messages(on ServiceNow platform)  and Incoming webhook(on Slack) can be used.

2.0 Scope Definition

The scope of this document is to capture and document functional and technical overview of slack integration with the ServiceNow system.


3.0 Acronym and Definitions





Web Service Defination Language


Representational State Transition


4.0 Integration Architecture

4.1    System Overview


Slack will send a request to get the details of Change tickets from ServiceNow and will consume the webservices configured in ServiceNow instance.

Whenever the assignee of the change ticket is updated on ServiceNow, ServiceNow will update the slack channel about the assignee change .











4.2    Integration Overview


Slack integration with ServiceNow is Bi-Direction.


When a Slack user wants to get the details of a ServiceNow change ticket, a slash command is used in Slack followed by change ticket number. Below is an example -


When there is an assignee change in ServiceNow change ticket, Slack channel will be updated. Below is an example-


4.3    For Inbound requests coming to ServiceNow

·       Configuration done on ServiceNow-

·       Create a Scripted REST service. Below is an example-


·       Create a scripted REST resource. Below is an example





·       Below is the script in the scripted REST resource-


(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {


            //gs.log('### inside Scripted rest API');

            var returnObj = {

                        //response_type: "ephemeral",

                        response_type: "in_channel",

                        text: "declared"



            var JSON = new global.JSON();

            //var auth = false;

            var instance = 'https://' + gs.getProperty('instance_name') + '';

            var responseText = '';

            //var user = '';


                        var text = request.queryParams.text.toString();

                        //sn sys_user searchterm


                        var textArr = text.split(' ');

                        var chgNumber=textArr[0].toString().trim();

                        var chgNum=chgNumber.toLowerCase();

                        //gs.log('### change number'+chgNum);


                        if('chg')>=0 ||'changev')>=0){

                                    var gr= new GlideRecord('change_request');








                                                var returnStr = '';

                                                returnStr += '<' + instance + gr.getLink() + '|' + gr.number.toString() + '> - '+gr.short_description;

                                                returnStr += '\n *Planned Start Date *: '+gr.start_date.getDisplayValue();

                                                returnStr += '\n *Planned End Date *: '+gr.end_date.getDisplayValue();

                                                returnStr += '\n *State *: '+gr.state.getDisplayValue();

                                                returnStr += '\n *Assignee *: '+gr.assigned_to.getDisplayValue();

                                                returnStr += '\n *Risk Assessment Score *: '+gr.u_risk_assessment_score;

                                                returnStr += '\n *Description *: '+gr.description;



                                    responseText='Could not find the '+chgNumber +' in Service Now';



                                    responseText='Could not find the '+chgNumber +' in Service Now';



                                    responseText='You need to add the change ticket number after /getchange';


                        returnObj.text = responseText;



                        gs.log('Error in getchange (scripted rest resource) : '+ e);

                        returnObj.text = e;




})(request, response);




·       Configuration done on Slack-

Create a slash command on slack by using below steps-

1.     Go to link {slack url}/apps

2.     Search for slash commands

3.     Configure a slash command. Below is an example-



The URL field in the above slash command will be setup as

{ServiceNow Url}/ {Resource path in ServiceNow REST resource}















4.4    For Outbound requests from ServiceNow to Slack

·       Configuration done on Slack-

Create an incoming Webhook by following below steps

1.     Go to link {slack url}/apps

2.     Search for incoming webhook

3.     Configure an incoming webhook. Below is an example-


The Webhook URL will be autogenerated once the webhook is created.

This URL will be used as a RES message end point in ServiceNow.



·       Configuration done on ServiceNow-

o   Create a REST Message(Slack integration) with End point same as the webhook URL in the incoming webhook of Slack.

o   Create a Script include ‘SlackMessageNew’ with below script in it.


var SlackMessageNew = Class.create();

SlackMessageNew.prototype = {

            initialize: function() {                 


            send: function (text, channel) {

                        var chgObj = new Object();

                        chgObj.text =text;


                        var json = new JSON();

                        var body = json.encode(chgObj);


                        // Create and send the REST Message

                        try {

                                    var r = new sn_ws.RESTMessageV2('Slack integration', 'post');


                                    var response = r.execute();

                                    var responseBody = response.getBody();

                                    var httpStatus = response.getStatusCode();


                        catch(ex) {

                                    var message = ex.getMessage();



            type: 'SlackMessageNew'



o   Create a business rule with below details-

When- After

Insert- true

Update- true

Filter Condition- Assigned to changes


(function executeRule(current, previous /*null when async*/) {


            // Add your code here

            var slack = new SlackMessageNew();

            var instance = 'https://' + gs.getProperty('instance_name') + '';

            var chgLink='<' + instance + current.getLink() + '|' + current.number.toString() + '>';


            var text=current.assigned_to.getDisplayValue() +'is the new assignee for '+chgLink;

            // Fire off the message




})(current, previous);




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