Collaboration Services

In major incident workbench, you can add a collaborative communication task to collaborate and understand the progress of communication plan and its related tasks.

Set up slack from an incident to communicate and work together in channels with a user or a group.

View unarchived slack channels associated with an incident in the form section. The form section saves you the effort of opening the available channel list manually from the related list.

Collaboration services provides a way to communicate and collaborate in real-time. You can directly use a collaboration tool from task records and as a channel within communication plans.

Configure Slack as a mode of communication for a communication task to send direct message to the users.

Create a Slack channel for a collaborative communication task to collaborate and discuss the communication task details.

Create a private or a public slack channel to collaborate with support teams or send a communication to keep stakeholders informed.

With Slack integration, you can create a dedicated channel for incident responders to collaborate during an incident​ enabling bidirectional integration with slack. You can create and update an incident, view information such as who is on-call for a group or view the list of incidents assigned to you.

You can import messages from a slack channel for an incident and append them in the Comments to store all important messages in the ServiceNow instance.

You can install the Collaboration services application (sn_tcm_collab_hook) if you have the admin role.

Several types of components are installed with activation of the Collaboration services application.

Open slack from an incident and send message to a user or an assignment group to exchange incident information. You do not need to manually search for a user in slack to send a message.

Collaborate with the stakeholders from major incident management workbench using slack for an open and transparent communication.

The Slack spoke requires creating a custom app on your Slack account to generate OAuth 2.0 tokens for the Slack spoke.

Associate an existing slack channel to reach out to an assignment group from an incident. Assignment groups are a great way to contact all your stakeholders at once.

Slash commands provides a quick way to invoke your app to perform specific actions from Slack.

View all slack channels associated with an incident to know if a required slack channel already exists before you create a new one. You can also import messages from a slack channel.