Automating Override Tracking and Notification in ServiceNow with Slack Integration

In domain separated instance, managing and tracking overrides across different environments (e.g., development, user acceptance testing, production) is crucial for maintaining system integrity and compliance.

ServiceNow offers you comprehensive workflows, which means you can address all your service requests and manage resources individually in an effective way to save time which is otherwise wasted on these tasks. This article will focus on how to automatically track and notify override data through ServiceNow workflow and Slack plugin integration.

Introduction 

First of all, let’s see what overrides are. “Overrides” is the term used to refer to the modifications to system configurations or processes. Businesses can bypass approval and control mechanisms with the help of overrides.  

Overrides are also important because you can troubleshoot problems and resolve those issues that need to be fixed on urgent basis. Having said that, there are some downsides of overrides too which come in the form of risks if you don’t manage them properly. Therefore, it is important to automate the tracking and notification of overrides in order to follow the policies of an organization, have transparency, accountability, and compliance.

The Challenge 

One of the top challenges with domain separation is override management. That challenge has been resolved by ServiceNow Domain Separation. This tool by ServiceNow makes form or list layout customization easy for clients. But the real issue arises when they switch domains and tweak the way forms look. 

Because when the developers forget to switch domains, overrides can happen. Since they can accidentally get overridden, it is essential to automate the override tracking in all environments. This is because manual error can lead to a negative customer feedback.

The Solution

We utilized ServiceNow Workflows and Slack Integration, a widely used team collaboration tool to automate override tracking and notification in ServiceNow. Here is a breakdown of how to do the automotive override tracking.  

Step 1: Create an “Override Tracker” Subflow 

We implemented a reusable Subflow, leveraging Integration Hub alongside the Slack spoke, to facilitate the posting of Slack messages directly from ServiceNow. This is a very helpful feature, especially for clients who are seeking seamless communication. Additionally, we have business rules on tables related to form and list layouts to trigger the automation.

Step 2: Send a Notification to Slack 

We configured the “Mobiz Slack Message” action within the subflow to figure out on which environment it was running and then based on that publish a message in correct Slack channel. The notification showed the override details like overrider, affected configuration item, optional description or note as applicable. This way to go about this it enhances efficiency and provides a very usable solution for the same kind of automation necessities.

 

Our ServiceNow management team prioritizes monitoring any unexpected overrides initiated by developers. Each override must undergo scrutiny to verify its necessity and approval. This meticulous oversight is vital for maintaining the integrity of our lists and forms. It also eliminates redundant fields that may clutter the interface and ensures a smooth user experience. 

Conclusion 

With the help of tracking override and notification in ServiceNow you can simplify operations, improves visibility, and enforces compliance wiht the Mobiz policy. Mobiz can manage these overrides across different situations and environments, and it does that with the help of ServiceNow workflows and Slack integration.

About the Author

Shabana Khalid is a Junior ServiceNow Developer at MobizInc. With a year of experience in ServiceNow development and workflow automation, Shabana specializes in building scalable and efficient solutions to drive business innovation and increase productivity. 

About MobizInc 

MobizInc is a leading provider of ServiceNow solutions, helping organizations streamline operations, improve efficiency, and deliver exceptional customer experiences. With a focus on innovation and technology. MobizInc empowers businesses to achieve their goals and stay ahead in today’s competitive landscape. 

Contact Us 

If you have inquiries or need assistance with ServiceNow development and workflow automation, please contact us or visit our website at www.mobizinc.com.