Automated Incident Lookup and Notification System

This n8n workflow automates the process of handling incident inquiries from Slack by integrating Slack, ServiceNow, and Webhook functionalities. When a user submits an incident ID via a Slack slash command, the workflow kicks off with a Webhook node that receives the request. It then extracts the incident ID from the payload and searches for detailed incident data in ServiceNow using the Incident ID. Depending on the search results, the workflow responds with detailed incident information if found, or with an error message if the incident doesn’t exist or if there is a connection issue. The detailed incident info is formatted in a Slack-friendly message, including key details like incident ID, description, severity, status, and a direct link to view the incident. This automation streamlines incident management, enabling support teams or users to quickly access incident details directly from Slack, reducing manual effort and response times.