Integrating with Slack

You can integrate some features of Slack with IBM Control Desk.

Before you begin

  • Make sure your Node version is 10 or higher.
  • Make sure that the server for service portal is running.

About this task

Slack is a cloud-based team collaboration tool that facilitates real-time messaging and file sharing. To know more about Slack, refer https://zapier.com/apps/slack.

ChatOps is added in the IBM Control Desk and integrated with the Slack application, allowing to share real-time tickets status with other users in the Slack. Now with ChatOps and Slack integration, IBM Control Desk users can do the following with the Incidents, Service Requests, and Problems tickets:
  • Create ChatOps channel for the ticket
  • Assign ChatOps channel to the ticket
  • Post the ticket details on the ChatOps channel
As a Slack users, you can give Slash command in the Slack for the following:
  • You can search solutions in the ICD solutions database
  • You can search for tickets in the ICD, based on the search text
  • You can update ticket details to the ICD tickets
The following topics describes the installation and configuration tasks that need to be performed by the System Administrator to integrate Slack with IBM Control Desk.

Once the System Administrator configure the IBM Control Desk and integrate with Slack, IBM Control Desk users will be able to use ChatOps feature in IBM Control Desk and Slack. Refer Using ChatOps and Using Slash Command in Slack .