Purpose

Setup alerts to enable notifying Slack Users and posting to Channels for an Alert.

Summary           

Alerts can be sent to:

1. Individual Slack Users
2. Public Slack Channels
3. Private Slack Channels

For you to successfully configure an alert to notify slack users or channels, you must configure your SupportLogic instance with your company's Slack Workspace ID under Control Center > Settings > Alerts/Notifications by the SupportLogic Admin(most of the times this should be configured during the onboarding phase)

Once completed users will be able to add Alert recipients using the @[username in Slack] syntax or #[channel name in Slack] to post messages to a Slack channel and send alerts directly from SupportLogic.

At this time, SupportLogic supports configuration of only one Slack Workspace for each instance of SupportLogic.

Notifying Slack Users or a Public Slack Channel in SupportLogic

Once the Workspace ID is configured within SupportLogic, users can then use the Slack option when setting up an Alert.

As mentioned earlier, the Channel ID can be taken from the URL following the "/" after the Workspace ID in the web-based version of Slack. 

When configuring Alert Notifications:

#[Channel ID] to post notifications to a Slack Channel

@[Slack User ID] to include notifications to a Slack User

Notifying Private Slack Channels

For sending the notification to a private channel you will need to add the SupportLogic app in Slack. 

To install the SupportLogic app in the Slack channel:

1. Navigate to the Apps section within Slack (see image below).

2. In the Apps section, search for the SupportLogic App. 

3. Click on the add option to add it to the Slack channel. 

Once it is added, the private Slack channel can also be added to receive Alert notifications.