Send Resolve Notifications to Third-Party Systems

Resolve can send what's happening in your environment, such as pending approvals, escalations, and system health events, to the tools your team already works in. There are two ways to do this:

• Set up a third-party delivery destination for the built-in notification system. This sends a copy of Resolve's notifications to something like a Slack channel that your IT team monitors.
• Set up an outbound webhook subscription to integrate with a third-party system. It supports ITSM tools such as ServiceNow, Jira, and Freshdesk, and custom endpoints where you define the payload. In update mode, it updates the same ticket as an investigation progresses, instead of creating a new one each time.

The notification delivery destination can be simpler to set up, but the outbound webhook subscription can allow for deeper and more custom integrations. The following table shows some differences between the two methods:

Set up a notification delivery destination

Before you start, have the connection details for your channel ready. For Slack, you need the channel ID and a bot token.

1. Go to Settings > Notifications.
2. Under Notification Types, turn on the event types you want to receive. Turn off any type your team finds noisy.
3. Under Delivery Destinations, click Add.
4. Select a channel: Slack, Teams, Google Chat, PagerDuty, Webhook, or Email.
5. Enter the connection details for that channel. For Slack, select the channel, enter the Channel ID (for example, C0XXXXXXX), and enter the Bot token.
6. Save the destination.
7. On the destination, set the severity threshold it should react to, then turn on the Enable toggle.

Note: Delivery destinations are empty by default. Until you add one, notifications appear only in the in-app inbox.

Note: Configure at least one destination before you enable any autonomy beyond diagnostics. If an action requires approval and no one is watching the inbox, the request waits until the auto-reject timeout expires and the action does not run.

Set up an outbound webhook subscription

Outbound webhook subscriptions deliver events as they happen to a system you choose.

1. Go to Settings > Webhooks.

2. In the Outbound subscriptions section, click + Add subscription.

3. Select a Destination type: Slack, Microsoft Teams, Google Chat, PagerDuty, ServiceNow, Jira, Freshdesk, Custom (HMAC), or Custom (JSONata template).

4. Enter the credential fields for the destination.

5. Select the event types this subscription should receive.

6. If you selected an ITSM destination, choose how Resolve handles tickets:

   • Create mode (default): Resolve creates a new record.
   • Update mode: Resolve updates an existing record. Enter a Record locator template, for example /api/now/table/incident/{{externalRef}}, so Resolve updates the same ticket instead of creating duplicates.

7. If you selected Custom (JSONata template), configure the following:

   • The destination URL
   • The authentication type and secret
   • The body template

   Click Preview to confirm the payload looks the way you expect. You can also configure a response check to confirm each delivery succeeded.

8. Click Save.

The subscription appears in the outbound list, where you can turn it on or off with the toggle, edit it, or delete it.

Monitor webhook deliveries

The Webhooks page shows how your subscriptions are performing.

• The stats bar and charts at the top show delivery volume and failure rate.
• The Activity log at the bottom records every delivery attempt and inbound request. Select an entry to open a detail drawer.

Check the failure rate after you rotate credentials on a destination system.