Script Master - 1: ServiceDesk Plus & Slack integration.

Script Master - 1: ServiceDesk Plus & Slack integration.

Hey Guys,


Who would say a NO for a script that makes your IT job easy and fast? Thats why, we are launching "ServiceDesk Plus Script Master", a weekly activity that envelopes a use case gathered from some of you, the script to achieve that requirement and its execution steps along with the video. Don't forget to visit PitStop every wednesday for the Script Master's post and make your IT life a bliss.


Today, let's see how to integrate Slack with ServiceDesk Plus.


For the uninitiated, Slack is a cloud-based team collaboration tool that allows team members to communicate without the use of emails or group SMS. Slack's public channels allow an open collaboration between all the members of the team whereas private channels help you  collaborate privately between smaller groups of a larger team.


The integration between Slack and ServieDesk Plus rules out the chaotic activity of toggling between multiple applications, and ensures efficient collaboration among users through prompt notifications when a request is created in ServiceDesk Plus.


Lets assume an IT manager wants to track high priority requests logged from VIP users in his organization. The IT manager goes through a painful process of configuring two different applications and manually sync data from both the applications to efficiently provide IT support for these users. This is time consuming and affects day-to-day chores. In order to overcome this painstaking activity, the IT manager uses this integration to notify self and the group whenever a VIP user logs a high priority request.  Custom triggers can be used to  invoke a python script that pushes the request details to their Slack channel and notifies all the members of the respective support group. To do this, you can use the script available here.


Execution steps:

  1. The script uses incoming webhooks to post the request details into Slack. The incoming webhook url and the channel name have to be updated in the script. You can also customize the text that is posted in the slack channel.
  2. You can use this script in any version of ServiceDesk Plus above 9039.
  3. To set this up, go to admin -> Custom triggers.


I've attached a screenshot showing a sample implementation below.




Refer this video to configure Slack integration in ServiceDesk Plus. 


Prerequisites:

  1. This script was tested on python v3.4.1 - 32 bit.
  2. A python library called 'Requests' is necessary to run this script on the application server. 
  3. Refer this video to install and set up a python script on a windows server.


Trust you found this post useful. Try it and send your questions and feedback our way as comments to this post.  See you next Wednesday with another useful script.




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