Collaboration
Slack
Slash commands and mirrored channel comments work incidents from Slack; incident lifecycle, SLA-at-risk, and war-room notifications post back. A separate adapter from Teams, with its own residency default.
BidirectionalData residency: US
Request a demoWhat it does
- /itsm new|resolve|assign|help slash commands, with the actor always the verified Slack user — never taken from the command text
- Messages in a mirrored channel post as ticket comments (the platform's own notifications are dropped to prevent an echo loop)
- Outbound: incident created/assigned, SLA-at-risk, and war-room notifications posted to a channel
- Requests are verified with Slack's own v0 HMAC signature scheme and a 5-minute replay window
- US-resident by default (Slack's own default); a tenant on Slack's Enterprise Grid EU Data Residency add-on declares eu instead
Data residency
Slack stores messages in the US by default — EU data residency is an Enterprise Grid paid add-on. The manifest default is the conservative US; a tenant on EU Data Residency declares eu explicitly.
Event mappings
| External event | Maps to | What happens |
|---|---|---|
| slash_command.itsm | incident | /itsm new|resolve|assign slash commands act on incidents (server-derived actor) |
| message.channels | ticket_comment | A message in a mirrored channel posts as a ticket comment (bot echoes dropped) |
What you configure
- Slack workspace ID
- Default channel ID for un-routed notifications
- Data residency (us default, eu for Enterprise Grid EU Data Residency)
- Bot token configured (flag — value is a secret)
- Signing secret configured (flag)
- War-room channel mirroring on/off
OAuth scopes requested
- commands
- chat:write
- channels:manage
- channels:history
- groups:history
Setup overview
Install the Slack app, store the bot token and signing secret as secrets, and set your default notification channel. Slash commands and channel mirroring both need the signing secret to verify inbound requests.
Related features
See TENSOR running on your own estate.
30 minutes, screen-shared, no slides. Bring the process you are least sure we handle and we will start there.