Account Connection, Usage, and Customization

Now let’s explore some of the actions you can take:

Connect your Account

To connect your account if the ServiceNow app is already installed in your workspace, follow these steps:

1. On your desktop, navigate to the top of the left sidebar and click on “Apps.” If you don’t see this option, click “More” to locate it.
2. Search for “ServiceNow” and select it to open the app.
3. In the app’s Home tab, click “Connect your account” and carefully follow the prompts.

Using ServiceNow in Slack 

Seamlessly create new incidents either from the attachments and shortcuts menu or directly from a specific message.

1. Shortcut menu:

• In any conversation, click the [/] slash icon located in the message field.
• Search “Create an incident with ServiceNow for Slack” and press Enter to select it.
• Enter the necessary details about the incident and click “Create.”

2. From a message:

• Hover your cursor over the message.
• Click the three dots icon that appears.
• Choose “Create an incident” from the menu options.
• Enter the necessary details about the incident.
• Click “Create” to finalize the creation of the incident.

Tip: If you need to gather specific incident details from Slack, you can create a workflow with a custom form and a ServiceNow workflow step. 

Share ServiceNow records with your team

• In any conversation, click the slash icon located in the message field.
• Search for “Find and share a record from ServiceNow for Slack” and press Enter to select it.
• Search for the specific record you want to share.
• Select a channel where you wish to share the record.
• Share the record with your team by selecting the appropriate channel.

How to add ServiceNow steps to Slack workflows?

If you have a paid subscription to Slack, you have the ability to integrate ServiceNow into your workflows using the Workflow Builder. 

Here are two ways you can incorporate ServiceNow steps into your workflows:

1. 1. Create incident: Utilize Slack to collect necessary information or leverage steps from other apps to automatically create a new incident in ServiceNow based on specific events or triggers.
   2. Get incident: Retrieve information about a ServiceNow incident within your workflows, allowing you to reference and use that data for further actions or decision-making.

How to set up ServiceNow alerts in Slack?

To configure ServiceNow alerts in Slack, you can set up two types of alerts within your workspace: record and bulk alerts. To configure an alert, follow these steps:

1. In a channel, click on the slash icon [/] in the message field.
2. Search for “Add/edit channel alerts” and press Enter to select it.
3. Choose a channel from the drop-down menu and click “Next.”
4. Select either “Record alert” or “Bulk alert.” If you choose “Record alert,” search for and select the specific record for which you want to set alerts. For bulk alerts, select the desired record type. 
5. Click “Next.”
6. Optionally, you can choose the type of alerts that will be posted to the channel.
7. Click “Save” and then click “Done” to complete the setup of the alert.

Disconnecting your ServiceNow account

To discontinue the use of the ServiceNow app in Slack, any member of the workspace can disconnect their ServiceNow account. It’s important to note that disconnecting an account will not uninstall the app from your workspace. 

1. On your desktop, navigate to the top of the left sidebar and click on “Apps.” If you don’t see this option, click “More” to locate it.
2. Search for “ServiceNow” and select it to open the app.
3. In the app’s Home tab, click “Disconnect accounts” and follow the prompts.

Connecting a New ServiceNow Instance

To connect a different ServiceNow instance in Slack, ServiceNow administrators have the ability to make this change. Here’s how:

1. On your desktop, go to the top of the left sidebar and click on “Apps.” If you don’t see this option, click “More” to locate it.
2. Search for “ServiceNow” and select it to open the app.
3. In the app’s Home tab, click “Disconnect instance” and carefully follow the prompts.

Note: Once you connect a new ServiceNow instance, all members of your workspace will need to reconnect their accounts to the ServiceNow app.