Configure a Slack Workspace for Webhooks

Create and configure a Slack webhook and workspace to integrate CSM with Slack.

After configuring a Slack webhook and workspace, you can use the Slack integration to interact with CSM. Use a bot user token to perform a variety of functions in CSM. Some examples include:

Create Incidents
Check the status of Incidents
Withdraw Incidents

For example, users can create an Incident from a request sent from the Slack workspace. CSM creates the Incident and replies to Slack via the REST API and posts the message with an Incident number. If the customer wants to know the status of an Incident, they can send the request from the Slack workspace. CSM replies to Slack via the REST API and posts the message with the status and priority of the Incident. If the customer no longer needs the Incident, the user can send the Slack request to withdraw the Incident.

Before configuring, you will need to:

Verify that you have administrative rights to the Slack workspace.
Create a Slack application.
See https://api.slack.com/start/overview#auth.
Copy the Signing Secret. You will add this to CSM.

To configure CSM for the Slack webhooks integration:

Verify the Webhooks Security rights.
- From the Group drop-down list, select Anonymous Browser and then select the View check box.
Enable the System Event Processing Service.
Create a Slack webhook endpoint. This will include selecting the One-Step™ Action that is configured to run for the webhook.
Ensure you have completed all the steps for implementing webhooks. See Webhooks Process.

To configure Slack for the webhooks integration:

Add a bot user token.
See https://api.slack.com/docs/token-types#bot.
Set up Event Subscriptions.
See https://api.slack.com/bot-users#setup-events-api.
This is where you will need the Full Endpoint URL from Creating a Webhook Endpoint in the section above. The endpoint needs to be publicly accessible.
Use the OAuth permission scope to subscribe to Bot Events.
See https://api.slack.com/events-api#subscriptions.
When you add permissions or scopes, the app will need to be reinstalled to the workspace.
Grant the following permissions (scopes) to the bot user token:
- app_mentions:read
- chat:write
- users:read
- users:read:email
When you change the scopes, the app will need to be reinstalled to the workspace.
Copy the Bot User OAuth Access Token. You will add this to CSM.

In CSM Administrator, update the Bot User OAuth Access Token Stored Value with the value you just copied and then publish the Blueprint.

For protection reasons, we recommend storing the Bot User OAuth Access Token Stored Value in the Blueprint scope.