Set Automate

用于Set Automate，通过Slack与ServiceNow集成，自动化处理用户请求，快速查询和返回ServiceNow中的最新五个事件，确保用户及时获得所需信息。此工作流程通过简化的Slack界面，允许用户根据优先级和状态筛选事件，并选择接收结果的频道或直接消息，提升沟通效率和用户体验。

7/8/2025
29 nodes
Complex
webhookcomplexrespondtowebhookservicenowslacksplitinbatchessummarizesticky noteadvancedintegrationapilogicroutingcommunicationnotificationconditional
Categories:
Communication & MessagingComplex WorkflowWebhook Triggered
Integrations:
RespondToWebhookServiceNowSlackSplitInBatchesSummarizeSticky Note

Target Audience

  • IT Support Teams: To streamline incident management and enhance communication with users.
    - ServiceNow Administrators: To facilitate quick access to incident data and improve response times.
    - Slack Users: To efficiently search for incidents directly from Slack without switching applications.
    - DevOps Teams: To monitor incidents and prioritize issues based on severity and state.
    - Business Analysts: To analyze incident trends and prioritize based on user input.

    • Problem Solved

    This workflow addresses the challenge of inefficient incident management by integrating Slack and ServiceNow. It allows users to search for incidents based on priority and state directly from Slack, reducing the time spent switching between applications. Additionally, it ensures that users receive timely updates on incident statuses, whether through direct messages or channel notifications, enhancing overall communication and response efficiency.

    Workflow Steps

  • Webhook Trigger: The workflow starts with a Webhook that captures events from Slack, such as modal submissions or button presses.
    - Parse Webhook: The incoming data is parsed to extract relevant details like callback IDs and user input.
    - Route Message: Based on the parsed data, the workflow determines the appropriate action (e.g., opening a modal, submitting data, or handling button actions).
    - ServiceNow Modal: If a modal request is detected, it triggers a modal in Slack, allowing users to input search parameters for incidents.
    - ServiceNow API Call: After the modal is closed, the workflow queries ServiceNow for incidents that match the user-defined criteria (e.g., priority and state).
    - Incident Evaluation: The workflow checks if any incidents were found and sorts them by most recent, retaining only the top 5 for clarity.
    - Notify Users: Depending on whether a channel was selected, the workflow sends the results either to a designated Slack channel or directly to the user who initiated the query.
    - Response Handling: Finally, the workflow ensures proper responses are sent back to Slack to maintain a seamless user experience.

    • Customization Guide

  • Modify Search Parameters: Users can adjust the priority and state options in the ServiceNow Modal to tailor the search criteria according to their needs.
    - Change Notification Settings: Users can customize whether to send notifications to a specific channel or directly to the user by modifying the Was a Channel Selected? logic.
    - Update Slack Messages: The content of Slack messages can be personalized in the Format Slack Message node to reflect specific organizational branding or language preferences.
    - Add Additional Filters: Users can enhance the workflow by integrating additional filters in the ServiceNow API Call to refine the search results further.
    - Expand Functionality: Users can add more nodes to handle additional actions or responses based on different Slack events, thus expanding the workflow’s capabilities.