Notifications in messaging applications

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Notifications in messaging applications

    This feature enables ServiceNow customers to receive platform notifications directly within Slack or Microsoft Teams messaging applications. By integrating these messaging apps with ServiceNow, users can get notified of important events and take actions like approvals from within the messaging platform, improving responsiveness and workflow efficiency.

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    Admin setup

    • Integration Hub Subscription: A Starter subscription to Integration Hub is required to enable Slack and Teams spokes. Admins must activate Integration Hub via the ServiceNow plugin system.
    • Messaging Notification Plugin: Admins need to request and activate the Messaging Notification plugin (com.glide.notification.messaging) through the HI Customer Service system. This plugin also activates related dependencies.
    • Now Actions App Installation: Administrators must install the Now Actions app in both ServiceNow and the respective messaging application. The app links the instance to the messaging platform and must be managed carefully, especially with Slack workspace ownership transfers to avoid losing admin access.
    • Message Content Configuration: Admins create reusable message templates in the Message Contents [messagingcontent] table. These messages can be informational or actionable, such as approval requests with interactive buttons.
    • Messaging Notifications Setup: Notifications define the timing, recipients, and message content. To send actionable notifications, messages must be addressed to individual users rather than groups. Admins configure these notifications by adding messaging content and specifying Slack or Teams as the channel.
    • Notification Integration Management: The Notification Integration page (System Notification > Messaging > Messaging Integration Configuration) allows admins to manage and monitor the integration status with messaging platforms.

    User setup

    • Account Linking: Users must link their ServiceNow accounts to their Slack or Microsoft Teams accounts to receive actionable notifications and perform tasks like approvals directly from the messaging app. Without linking, users can only receive notifications in group channels without action capabilities.
    • System Settings Configuration: Each user can enable or disable notifications in their personal system settings, opting to receive approval requests and other interactive notifications through Slack or Teams channels.

    Notification Channels and Actions

    • Notification Channels: These represent the methods through which users receive notifications. Enabling Slack or Teams as channels extends notification delivery beyond traditional email or SMS.
    • Message Actions and Events: The Message Actions table handles synchronization events like channel additions or deletions to keep ServiceNow and the messaging platforms aligned. Developers can register new message event handlers as needed.

    Logging and Troubleshooting

    ServiceNow maintains inbound and outbound message logs that record actions and communication details between ServiceNow and the messaging apps. These logs are vital for troubleshooting integration issues and verifying message states and contents.

    Additional Notes

    • Admins can send notifications through custom Slack apps by configuring notifications to use a custom Slack bot.
    • Unlinking accounts stops actionable notifications in Slack or Teams but does not affect receipt of notifications in group channels.

    Enable users to receive their ServiceNow platform notifications in Slack or Microsoft Teams messaging applications. Use the Now Actions app to configure the messaging apps for your instance.

    Admin setup

    To enable ServiceNow notifications within Slack or Microsoft Teams, you must be an administrator for both ServiceNow and the third-party application.

    1. Request Integration Hub

    The Slack and Microsoft Teams spokes require a Starter subscription to Integration Hub. To activate Integration Hub and view available subscription types, see Request an Integration Hub plugin.

    2. Request the Messaging Notification plugin

    To activate this feature, request the Messaging Notification plugin (com.glide.notification.messaging) through the HI Customer Service system. This plugin activates related plugins if they are not already active.

    3. Install the Now Actions messaging app for Slack or Microsoft Teams

    As an administrator for both ServiceNow and the third-party application, find and install the Now Actions app. Install the application in ServiceNow to associate the app with your instance.

    Note:
    The primary owner of a Slack workspace or organization owns and manages the application. To avoid losing admin access to the workspace or organization, transfer primary ownership before any administration changes occur. If you transfer primary ownership, update the JSON payload for the Slack installation in the Notification Integration page. For more information about editing the Slack installation, see Install the Now Actions messaging app.

    If the Now Actions app is uninstalled, the workspace or team displays as inactive in the Notification Integration page. To view the Notification Integration page, navigate to System Notification > Messaging > Messaging Integration Configuration.

    4. Configure message content

    Create a message in the Message Contents [messaging_content] table that you can use in multiple notifications. Messages can be informative, or they can request action from an individual Slack or Teams user. For example, the Approval Request message includes Approve and Reject buttons to take the associated action in ServiceNow. Only users that have linked their Slack or Teams account with their ServiceNow account can take action in ServiceNow from the third-party application.

    5. Create a messaging notification

    Notifications define when a message is sent, who it is sent to, and what it contains. To send a notification to Slack or Teams, add a messaging content record to the notification and configure the notification messaging channel. Notifications that require action must be sent to individual users instead of groups.

    Note:
    Message Channel Sync Job can sync more than 1000 channels using pagination.

    User setup

    To enable individual ServiceNow notifications in Slack or Microsoft Teams, and to take action on notifications, configure your system settings and link your user accounts.

    Link your ServiceNow user account to your Slack or Microsoft Teams account

    Link your ServiceNow account to your Slack or Teams account to take action on ServiceNow notifications from within Slack or Teams. If you do not link accounts, you can still receive notifications within group channels. However, you cannot to approve ServiceNow requests or take action on notifications from within Slack or Teams.

    Configure system settings

    Each user can enable ServiceNow notifications in a third-party application by configuring the communication channel in their system settings. Opt in to receive approval requests and other actionable notifications in third-party channels.

    Notification channels

    In ServiceNow, a notification channel is a method or device for receiving notifications. For example, in the base system you can elect to receive notifications through email or SMS channels. If messaging applications are enabled on your instance, you can enable notifications to Slack and Teams using Notification Channels in your system settings.

    Actions and events

    The Message Actions [messaging_observer_handler] table processes communication channel events, such as adding or deleting a Slack channel, to keep the instance and the third-party application in sync. Only developers creating Slack or Teams applications should add actions to this table. Register new actions with the instance through the Message Event Registry [messaging_observable] table. To remove a base system action, clear the active flag instead of deleting the record.

    Logging

    The Inbound and Outbound message logs contain information on actions, events, and activities between ServiceNow and the third-party application. Use the logs to identify the content, state, and origin of communications to and from your instance.