Skip to main content
All CollectionsTemplatesBasic
ITSM - Notify Slack user on closed/resolve incidents (ServiceNow) - Workflow Template
ITSM - Notify Slack user on closed/resolve incidents (ServiceNow) - Workflow Template

Receive a Slack message on resolved or closed tickets within ServiceNow. Enrich the message with details from the ticket and closing users.

Updated over 6 months ago

Streamline communication and ensure timely updates with our ITSM workflow template for ServiceNow. This workflow automates the process of sending Slack notifications when incidents are resolved or closed. It pulls relevant details, such as incident information and the user handling the closure, and enriches the Slack message to keep teams informed without manual updates. Ideal for support and operations teams looking for efficient incident management and real-time notifications.

Trigger

ServiceNow

Use Cases

null

Workflow Breakdown

  1. Setup a business rule within ServiceNow to receive events to Torq

  2. Pull information from the incident that was closed or resolved

  3. Pull information on the closing/resolving user

  4. Send a status update to the user/channel in Slack as listed in the set variable step

Vendors

Slack, Utils, ServiceNow

Workflow Output

Success/Failure via Slack

Tips

Use the Torq documentation to setup the Business Rules within ServiceNow at - https://docs.torq.io/integrations/servicenow

Did this answer your question?