Zia, the AI assistant in ServiceDesk Plus, when integrated with Slack, allows technicians to view requests, add notes, manage tasks, and perform various functions directly from Slack. 

Note : This feature is available in ServiceDesk Plus 15100 and later.

1. Create requests from Slack .
2. Check any pending approvals.
   
3. Chat with technician.
   
4. Check your Unread notifications and many more .  
   

1. Host ServiceDesk Plus On-Premises publicly.

2. Download and extract the plugin file suitable to your version . Copy the contents of the integration/lib, integration/conf and integration/resources folders into the corresponding directories under AdventNet\ME\ServiceDesk\, except the AppManifest.json file.
   
   

3. If an AppIntegrations_Handler_Custom.xml file already exists, add the Slack entry into the plugin file as shown in the image.
   
   
   
   

4. Create an app (bot) in Slack by following the steps given below :
   
   

1. Go to https://api.slack.com (Slack API portal).
   
   
   
   
   
   

2. Click Your apps > Create New App
   
   
   
   
   

3. On the displayed pop-up, select From a manifest.
   
   
   
   

4. Select the workspace to install the app and click Next.
   
   
   
   
   

5. Clear the existing content in the Create app from manifest tab and paste the AppManifest.json content. Replace <Your_domain> with your SDP hosted domain. Click Next.
   
   
   
   
6. Review the bot scopes and click Create.
   
   
   

7. After creating the app, you will be directed to the app configuration page.
   
   
   
   

5. Edit the slack_config.json file extracted under ServiceDesk\integration\conf folder
   
   
   
   
   

1. Configure "SDP_Domain" with your hosted domain
   
   

2. Install the app in the required Slack workspace and channel.
   
   
   
   
   
   
3. After installing the app, go to Oauth & Permissions, copy Bot User OAuth Token, and paste it into slack_config.json > auth_details.BotOAuthToken 
   
   
   
   
   
4. Go to Basic Information, click Show on the Signing Secret field, and copy the value into slack_config.json > auth_details.AppSigningSecret
   
   
   
   
   
   
6. On the Slack Apps page, go to Event Subscriptions. Ensure that the event URL is reachable. If you encounter an error, click Retry.
   URL format : {SDP_domain}/AppIntegrations?serviceName=slack
7. 
   
   
   
   The URL should be verified as shown in the screenshot.
   
   
   
   
   
8. Append the content of Security-plugin.xml file to the plugin file.
   
   
   
   
   
9. After updating the plugin file with required values, restart the application server to register the plugin in ServiceDesk Plus.
   
   
   
   

TroubleShooting : 

If the Messages tab is not visible in Slack, go to App Home > Show Tabs and enable the Messages Tab.