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List recent ServiceNow incidents in Slack using pop up modal

Angel MenendezAngel Menendez
1452 views
2/3/2026
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Who is this for?

This workflow is designed for IT teams, service desk personnel, and incident management professionals who need a streamlined way to monitor and report on recent ServiceNow incidents directly within Slack.

What problem is this workflow solving? / Use Case

Manually monitoring incidents in ServiceNow can be time-consuming, and keeping teams updated about new or specific incidents often involves additional manual effort. This workflow automates the process of querying recent incidents from ServiceNow based on user-defined parameters and delivering formatted results directly to Slack. It ensures faster response times and improved incident visibility.

What this workflow does

This workflow integrates Slack and ServiceNow to provide an automated system for retrieving and presenting incident details.

  1. Slack User Interaction: Users initiate the workflow via a Slack modal form, selecting incident parameters like priority and state.
  2. ServiceNow Query: The workflow queries ServiceNow for incidents matching the selected criteria.
  3. Results Delivery: Incident results are sent back to Slack as a message formatted using Block Kit. If no results are found, the workflow notifies the user with a detailed message, either in a Slack channel or via direct message.
  4. Error Handling: If no channel is selected or any issues arise, the workflow ensures graceful fallback with appropriate notifications.

Setup Instructions

  1. Slack Setup:
  2. ServiceNow Integration:
    • Use ServiceNow credentials to connect with n8n.
    • Ensure appropriate permissions for querying incidents.
  3. n8n Workflow Configuration:
    • Import this workflow into n8n.
    • Verify all node configurations, particularly those for ServiceNow API queries and Slack outputs.
    • Set up webhook URLs for Slack event handling.
  4. Testing:
    • Trigger the workflow from Slack to test modal inputs and incident queries.
    • Confirm the output is correctly formatted and delivered to the intended Slack channel or user.

How to Customize this Workflow to Your Needs

  • Modify the ServiceNow query logic to include additional filters or fields.
  • Adjust the Slack Block Kit formatting to match your organization’s preferred notification style.
  • Use conditional logic to add more advanced handling for specific priorities or states.
  • Expand the workflow to include escalation steps, such as notifying a specific team or creating follow-up tasks.

Workflow Highlights

  • Slack Modal Form: Allows users to specify search criteria for incidents interactively.
  • Dynamic Results Delivery: Automatically sends results to a Slack channel or direct message based on user input.
  • Error Handling: Provides fallback notifications when no incidents are found or user inputs are incomplete.
  • Customizable Integration: Easily adaptable to fit different organizational needs, including advanced filtering and formatting options.

n8n Workflow: List Recent ServiceNow Incidents in Slack Using Pop-up Modal

This n8n workflow provides a powerful way to interact with ServiceNow incidents directly from Slack, utilizing a pop-up modal for a rich user experience. It allows users to trigger a request for recent ServiceNow incidents and displays them in an organized, interactive format within Slack.

What it does

This workflow automates the following steps:

  1. Listens for a Slack Command: The workflow is triggered by a specific Slack slash command (e.g., /servicenow-incidents).
  2. Fetches Recent ServiceNow Incidents: It makes an API request to ServiceNow to retrieve a list of recent incidents.
  3. Filters and Prepares Data: The incident data is processed, potentially filtered, and formatted for display.
  4. Sorts Incidents: The incidents are sorted based on a defined criterion (e.g., creation date, priority).
  5. Limits Incident Count: Only a specified number of the most recent incidents are selected for display.
  6. Summarizes Incident Details: Key details for each incident are extracted and summarized.
  7. Checks for Incidents: It verifies if any incidents were found.
  8. Responds to Slack:
    • If Incidents Found: It constructs and sends a Slack pop-up modal containing the list of recent incidents.
    • If No Incidents Found: It sends a message to the user indicating that no recent incidents were found.

Prerequisites/Requirements

To use this workflow, you will need:

  • n8n Instance: A running n8n instance.
  • Slack Account: A Slack workspace where you can create a Slack App and configure a slash command.
  • ServiceNow Account: Access to a ServiceNow instance with API access enabled and appropriate permissions to query incidents.
  • ServiceNow Credentials: Configured ServiceNow credentials in n8n.
  • Slack Credentials: Configured Slack API credentials in n8n.

Setup/Usage

  1. Import the Workflow:
    • Copy the provided JSON code.
    • In your n8n instance, go to "Workflows" and click "New".
    • Click the "Import from JSON" button and paste the copied JSON.
  2. Configure Credentials:
    • ServiceNow Node (ID: 503): Select or create your ServiceNow API credentials. Ensure they have the necessary permissions to read incident records.
    • Slack Node (ID: 40): Select or create your Slack API credentials. These should have permissions to post messages and open modals.
  3. Configure Webhook Trigger (ID: 47):
    • The "Webhook" node acts as the entry point for your Slack slash command.
    • Copy the "Webhook URL" from this node.
  4. Configure Slack Slash Command:
    • In your Slack workspace, create a new Slack App or modify an existing one.
    • Go to "Slash Commands" and create a new command (e.g., /servicenow-incidents).
    • Set the "Request URL" to the Webhook URL you copied from the n8n Webhook node.
    • Ensure the "Method" is set to POST.
  5. Customize Workflow Logic:
    • HTTP Request (ID: 19): This node is currently named "HTTP Request" but based on the overall flow, it likely interacts with ServiceNow. You might need to adjust its URL, headers, and authentication to correctly fetch incidents from your ServiceNow instance. It's recommended to replace this with a dedicated ServiceNow node if you need more advanced querying or to ensure robust integration.
    • Edit Fields (Set) (ID: 38): Customize the fields you want to extract and rename from the ServiceNow incident data.
    • Loop Over Items (Split in Batches) (ID: 39): This node processes each incident.
    • Limit (ID: 1237): Adjust the number of incidents you want to display in the Slack modal.
    • Sort (ID: 1240): Define how you want to sort the incidents (e.g., by sys_created_on in descending order).
    • Summarize (ID: 1241): Refine how incident details are summarized for the modal.
    • If (ID: 20): This node checks if incidents were found. Review its condition if you modify the data structure.
    • Slack (ID: 40): Customize the message and modal content for both the "Incidents Found" and "No Incidents" branches. Ensure the trigger_id from the incoming Slack webhook is used to open the modal correctly.
    • Respond to Webhook (ID: 535): This node sends an immediate response to Slack to acknowledge the command, preventing a timeout.
  6. Activate the Workflow: Enable the workflow in n8n.

Now, when a user types your configured slash command (e.g., /servicenow-incidents) in Slack, the workflow will execute, fetch recent incidents, and display them in an interactive modal.

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