Send Additional Fields When an SR Is Forwarded to Slack

When an agent forwards a service request (SR) to Slack, the following fields from the SR are automatically displayed in Slack. These fields are fixed and you can't change them.

• Title of the SR

• Name of the person or agent who creates the message

• SR number as a link

• Problem Description

As an administrator, you can also define additional fields that you want to send to Slack.

Note: Along with the SR fields, the message typed by the agent while forwarding the SR is also displayed in Slack. The message content is always displayed at the end, after all the fields.

To send additional fields when an SR is forwarded to Slack:

1. Sign in to the application as a setup user or administrator.

2. In the Setup and Maintenance Work area, go to the following:

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Communication Channels

3. In the Service Channels page, select the Slack channel that you created.

4. Click the link in the Account Name column.

5. In the Edit Channel window, navigate to the Additional SR Attributes for Forward field.

6. Click Select Additional SR Fields.

7. In the Search field of the Search and Select window, type the name of the field that you want to select from the Available Attributes pane.

8. Click the Search icon.

9. From the displayed list of attributes, click the one that you want to add.

   The attribute is added to the Selected Attributes pane.

10. Click OK.

11. Click Preview Message to view the preview.

The preview in Slack is displayed in a Message Formatting page, which opens in a new browser tab. You can view the preview and add or remove fields as required.

Note: Fields having a value up to 64 characters in length are displayed as two columns in Slack. If the value of a field is greater than 64 characters, it's displayed as one column.