Setup: Labs - Built-in integration for Slack

Introduction

Through the Labs module, you can set up a built-in integration with Slack. If you have never used a feature in Labs before, read Setup: Labs to gain an understanding of how Labs works in Service Desk.

Navigation

ITSM customers	ESM customers
Setup > Setup > Labs	Organization > Setup > Labs

Built-in process integrations are pre-configured connectors for popular third-party tools that are ready to use without any API knowledge. Instead of manually constructing HTTP requests and API payloads, you simply select the actions you want to perform on the target product and use the Field Mapping section to connect your Service Desk fields to the corresponding fields in the integrated product. Once configured, the integration is available as a step in your service catalog items, change catalog items, and runbooks, so your team can automate cross-product workflows in minutes.

Set up integration

1. Hover over the row for the built-in integration.

2. Click the ellipsis on the far right of the row, and select Edit.

   The Edit Http Integration pane opens on the right.

3. In the Edit pane, select your Authentication method and link to the credentials you created. See Step 1: Establish a new credential set.

4. Under Actions, select the actions you want to allow. Available actions differ for each built-in integration.

   • Post Message to Channel. Send a message (Text or Block Kit) to a public or private Slack channel.

   • Send Direct Message. Send a private notification to a specific user based on their email address or Slack User ID.

   • Create Channel. Generate a new public or private channel.

   • Invite Users to Channel. Automatically add a list of users or a User Group to a specific channel.

   • Update Message. Allow Service Desk to update a previously posted Slack message (for example, change an Open status to Resolved on a Slack card).

   • Post Ephemeral Message. Send a message that is only visible to a specific user in a channel (ideal for private instructions).

   • Set Channel Topic. Dynamically update the channel's purpose/topic with the current Incident status.

5. For each action, map the product's fields to your Service Desk fields. When you create field mappings, Service Desk automatically displays the mandatory fields, marked with a red asterisk. You can then define additional mapping for other fields by using add/remove custom fields.

   Be sure that every mandatory field is mapped to a Service Desk field. Any information you want to send to the integrated product must be mapped so Service Desk knows what to send. If any Service Desk field shows as Not Set, you cannot save.

6. Optionally, you can enable Output Variable Abstraction for Built-in Process Integrations. This feature enables extraction of output variables from API responses in built-in process integrations. Once enabled, output variable mappings can be configured on built-in process integrations such as DocuSign, Microsoft Entra ID, and Slack, allowing you to capture response values. You can choose to enable for all users or specific users. API product fields to Service Desk fields are indicated by a right-facing arrow during the mapping process.

7. Click Save.

8. To take advantage of an integration, return to Process integrations and follow the instructions at Step 3: Add process integration to a workflow in a Service Catalog, Change Catalog, or Runbook.