In every company, it’s crucial to have effective, efficient communication, such as the ability to alert your team about new urgent issues, or let a customer know you’ve responded to their request. Thanks to API integration and webhooks, Vivantio makes sending messages to applications such as Slack from your department easy.
This tutorial will show you how to configure this in Slack and provides two examples of using notifications in the Vivantio platform. If your company is using Microsoft Teams, you can find the tutorial here.
To connect Vivantio to Slack, you’ll need:
- Vivantio ITSM
- Admin access to your Vivantio Instance
CONFIGURATION IN SLACK
Begin by logging into Slack. You will then go to:
- Fill in the App Name. This is the username that notifications from Vivantio will be posted in Slack from.
- Choose a Development Slack Workspace, which is where you will manage your app. If you don’t already have a Development Slack Workspace, you can create one at slack.com/create#email
- Select Create App
Your new app will appear under Your Apps on the api.slack.com/apps page. Select your app. This will bring you to a new page. Navigate to:
Choose the channel you want to post to in Slack. Select Allow.
Next, copy the webhook URL that is created, circled in red below. This will later be used to set up the webhook in Vivantio.
CONFIGURATION IN VIVANTIO
Log into Vivantio, open the Admin Area. Navigate to:
Then select the ticket type you want the webhook to be available for.
Enter a name for your webhook.
Next, navigate to the Basic Details tab and enter the following information:
- Request URL: Paste here the URL produced when you configured the incoming webhook in Slack.
- HTTP Method: POST
- Response Content Type: application/json
This next step, filling out the parameters tab, is optional. Set up parameters for the webhook by selecting Add. These are either values the technician will be prompted to complete, or populated automatically from the ticket. In this example, we have created a multi-line text field for a technician to enter the message that they wish to send into Slack.
Now, fill out the Request Body tab.
For the Request Content Type field, select application/json. The Body Template will contain the information you wish to send in Slack notification, such as specific text, details from the ticket or a webhook parameter. Screenshots from the Request Body tab of two example webhooks are given below.
The last step before we can use our new webhook is to configure its roles. By default, there will be no roles assigned to the webhook. To update the roles, select the webhook and click Roles. Drag the roles you want the webhook available for into Current Roles.
Now let’s put the webhooks we set up into action!
You can use your webhook to send ad hoc notifications into Slack directly from a ticket window or you can execute your webhook through Trigger Rules. Two examples are given below:
There you have it! Now you can easily communicate to any team in Slack directly from Vivantio.