Slack Integration Troubleshooting

Use these guidelines for troubleshooting issues for Slack Integration and CSM.

Issues with Slack Request URL Verification

  1. Verify the Signing Secret is accurate on the CSM webhooks Authentication page.
  2. Copy and paste the request URL into a browser window (not on the CSM server) and verify that you get the following XML error message: The requested resource does not support http method 'GET'.
    1. If you don't get the error message, check the URL from the server and if it's not there, there may be an issue with your browser setup. Check the Cherwell Browser connection and ensure the database is correct and verify that the browser is installed correctly.
    2. If you get the error message, verify that you're using a publicly accessible server.
  3. Verify that the Anonymous Browser has rights to view the webhook in the Security Groups settings.

No Response to Commands in Slack

  1. Verify that the bot token in Slack and the Bot User OAuth Token Stored Value in CSM match.
  2. Verify that Enable Events is turned on in Slack and the app_mention is in the Subscribe to bot events section.


    Remember to select Save Changes.

  3. Verify that chat:write is included in Slack OAuth permission scope.


  4. If you don't received a response to the create incident command, verify that your Slack user has a customer record in CSM.
  5. If you don't receive a response to the status of incident command, verify that your Incident ID is correct.

All Other Issues - Logging

If you're still experiencing problems with the Slack Integration, you can configure logging for the Cherwell Service Host to record errors.

Logging is included in the Slackbot One-Step™ Action, but logging must be turned on before the logs will write.

  1. Use the Cherwell Service Manager to configure logging for the Cherwell Service Host.
    1. Select Log to file and for the Log Level, select Info and above.
    2. For the File Name, select the Ellipses to choose a location and file name for the log file.
  2. Restart IIS and the Cherwell Service Host.
  3. Make a note of the time (to track for the Cherwell Service Host to restart). From Slack, use the create incident command.
  4. From the Cherwell Server, check the log file.

    It may take a few minutes for the Cherwell Service Host to restart, but if five minutes have elapsed and there are no logs, the issue is most likely one of the following:

    • Signing Secret
    • Event Subscription
    • Subscribe to bot events
  5. The specific log file to look for is <computername>.EventProcessingWorker.<number>.txt. Within the log file, all Slack messages will start as:

    {"Level":"INFO","Message":"One Step Log - [Slackbot - 2020-01-27T16:12:02]:

    and will be followed by an informational message. If you don't see any Slack messages, the issue is most likely one of the items listed in the previous step.
  6. If you see Slack messages, but useful information isn't being displayed, you can customize the information you want displayed.
    1. From CSM Administrator, open the Webhook Manager to edit the Slack webhook (Browser and Mobile > Webhook Manager > Edit Slack webhook).
    2. From the Action page, select the Ellipses to edit the Slackbot One-Step Action.
    3. Select the Parse Debug Logging Action and in the Contents field, make any necessary modifications.

      The Log Level must be set to Info and above for the logs to write.