Webhook and ServiceNow integration

Who is this for? This workflow is designed for IT teams, service desk personnel, and incident management professionals who need a streamlined way to monitor and report on recent ServiceNow incidents directly within Slack. What problem is this workflow solving? / Use Case Manually monitoring incidents in ServiceNow can be time-consuming, and keeping teams updated about new or specific incidents often involves additional manual effort. This workflow automates the process of querying recent incidents from ServiceNow based on user-defined parameters and delivering formatted results directly to Slack. It ensures faster response times and improved incident visibility. What this workflow does This workflow integrates Slack and ServiceNow to provide an automated system for retrieving and presenting incident details. Slack User Interaction: Users initiate the workflow via a Slack modal form, selecting incident parameters like priority and state. ServiceNow Query: The workflow queries ServiceNow for incidents matching the selected criteria. Results Delivery: Incident results are sent back to Slack as a message formatted using Block Kit. If no results are found, the workflow notifies the user with a detailed message, either in a Slack channel or via direct message. Error Handling: If no channel is selected or any issues arise, the workflow ensures graceful fallback with appropriate notifications. Setup Instructions Slack Setup: Integrate Slack with n8n using a Slack app. Configure the modal form to accept parameters like priority and state. Check out this video for setting up a modal slack app on YouTube. ServiceNow Integration: Use ServiceNow credentials to connect with n8n. Ensure appropriate permissions for querying incidents. n8n Workflow Configuration: Import this workflow into n8n. Verify all node configurations, particularly those for ServiceNow API queries and Slack outputs. Set up webhook URLs for Slack event handling. Testing: Trigger the workflow from Slack to test modal inputs and incident queries. Confirm the output is correctly formatted and delivered to the intended Slack channel or user. How to Customize this Workflow to Your Needs Modify the ServiceNow query logic to include additional filters or fields. Adjust the Slack Block Kit formatting to match your organization’s preferred notification style. Use conditional logic to add more advanced handling for specific priorities or states. Expand the workflow to include escalation steps, such as notifying a specific team or creating follow-up tasks. Workflow Highlights Slack Modal Form**: Allows users to specify search criteria for incidents interactively. Dynamic Results Delivery**: Automatically sends results to a Slack channel or direct message based on user input. Error Handling**: Provides fallback notifications when no incidents are found or user inputs are incomplete. Customizable Integration**: Easily adaptable to fit different organizational needs, including advanced filtering and formatting options.

Who is this for? This workflow is designed for teams using Slack for communication and ServiceNow for incident management. It simplifies incident lookup by enabling team members to fetch incident details directly within Slack via a Slash Command. What problem is this workflow solving? Manually switching between Slack and ServiceNow to retrieve incident details can be time-consuming and disrupt workflow efficiency. This workflow bridges the two platforms, providing instant access to critical incident information in Slack, saving time, and improving response efficiency. What this workflow does? The workflow listens for a Slash Command in Slack that includes an incident ID, extracts the ID from the incoming payload, queries ServiceNow for the corresponding incident details, and sends a formatted response back to Slack. Depending on the query result, it can: Display incident details (e.g., ID, description, severity, and priority). Notify the user if no matching incident is found. Alert the user if there’s an issue connecting to ServiceNow. Setup Slack Setup: Create a Slash Command in Slack with the appropriate endpoint URL. Configure the command to send a POST request to the webhook endpoint of this workflow. For details on how to setup the Slack app using Slash commands and n8n, check out this video. ServiceNow Setup: Create or use an existing account with the necessary permissions to access incident data. Configure the ServiceNow node with your ServiceNow credentials. n8n Workflow Activation: Deploy and activate the workflow in your n8n instance. Ensure all nodes are properly configured and connected. How to customize this workflow to your needs Modify Incident Query Parameters:** Adjust the query logic in the Search For Incident in ServiceNow node to include additional filters or data points based on your organization’s needs. Slack Response Customization:** Customize the Slack response template to display additional incident details or to match your team’s tone and style. Error Handling:** Enhance the error handling nodes to include more detailed logs or send alerts to a dedicated Slack channel.