This integration is available only for US DC customers.

 

Slack for ServiceDesk Plus Cloud

Slack integration enables users to access the modules of ServiceDesk Plus Cloud from within their Slack accounts. Users need to maintain only a single interface, Slack, to collaborate and also manage help desk tasks. Users can log requests, view request updates, and perform many other operations by using slash commands.

 

To learn about configuring Slack integration, you can sequentially go through this document or click the appropriate sections from the following links:

Configuring Slack Integration

Using Slash Commands for ServiceDesk Plus Tasks

Disabling Slack Integration

 

Configuring Slack Integration
 

Application Level Authorization

You must possess the SDAdmin role to configure Slack integration.

Go to Setup > Integrations > Slack.

Enable the integration by clicking the toggle button.

On the displayed page, provide your Slack workplace and click Continue. 

 

Enter the credentials of your Slack account and click Sign In.


On the displayed Slack page, click Authorize. You can also choose and authorize a different workspace using the drop-down on the top-right corner of this page.

 

Your Slack account and workspace will be authorized with ServiceDesk Plus Cloud. After authorization, you will be redirected to the Slack integration page in ServiceDesk Plus Cloud.

Once the integration is enabled, ServiceDesk Plus Cloud will send an announcement to all users. You will also be notified in the General channel in Slack.

 

After a workspace is authorized, you can authorize a different workspace or revoke the current authorization only by disabling and reconfiguring the integration.

 

 

User Level Authorization

Once the integration is enabled, ServiceDesk Plus Cloud will be installed within the Slack account of all users in the authorized workspace. Authorization of individual user accounts can be done from their Slack accounts. When a user enters a slash command to perform a task in ServiceDesk Plus Cloud for the first time, the user will need to sign in to the ServiceDesk Plus Cloud.

 

The user must click the Login to ServiceDesk Plus link to open the below page:

 

Then, the user must confirm the authorization between the Slack and ServiceDesk Plus Cloud accounts. Only after the authorization slash commands can be used for ServiceDesk Plus Cloud tasks.   

 

Using Slash (/) Commands for ServiceDesk Plus Cloud Tasks
 

List of Actions

 

Actions

Slash Commands

List available commands

/sdp -h

List your ServiceDesk Plus instance(s) 

/sdp -p

Log a request

/sdp "Subject" -p "instance_name"

Create a request with a description 

/sdp -sub "Subject" -des "Description" -p "instance_name"

Create an incident request

/sdp -i -sub "Subject" -des "Description" -p "instance_name"

Create a service request

/sdp -s -sub "Subject" -des "Description" -p "instance_name"

View any request details

/sdp -id requestid -p "instance_name"

 

-p is an optional argument in the slash command to specify the instance name. If you do not specify an instance, the default instance will be considered.
Provide arguments for texts entered after /sdp. Otherwise, the text will be considered Subject.

 

Users can use slash commands from any channel of the authorized workspace and perform ServiceDesk Plus tasks as displayed below:


Requests added to the application through Slack will be assigned a new mode called Slack.

 

Disabling Slack integration

Switch back the toggle button to disable the integration. Once disabled, the application will send an announcement to all users. The current association of requests with the Slack mode will be preserved.