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SMS Integration with Twilio

SotaT
Tera Contributor

yesterday

I want to test SMS authentication for MFA. I understand that on the ServiceNow side, it's completed simply by installing the plugin and connecting with an ID and token. However, when I try to log in, I get the error: “Failed to generate 6-digit verification code. Please contact your administrator to log in.” One thing I'm wondering is whether I need to purchase a phone number for sending SMS on the Twilio side. Is this purchase necessary?

 

SotaT_0-1759818882281.pngSotaT_1-1759818946962.png

 

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Bhuvan
Mega Patron

yesterday - last edited yesterday

@SotaT 

 

Who is your IdP Provider for MFA as Twilio is typically used for SMS and Voice Call Notifications as part of Major Incident Management Process and On-Call notifications but not for MFA.

 

If you are looking to use SMS as MFA without IdP, then yes you need Twilio number as part of subscription and enable notify plugins and configure Twilio Direct Configuration. Please refer below documentation for more details

 

https://www.servicenow.com/community/platform-privacy-security-blog/multi-factor-authentication-with...

 

If this helped to answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan

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SotaT
Tera Contributor
In response to Bhuvan

4 hours ago

@Bhuvan  

In the Configure SMS OTP provider section, that setup is also complete. However, it doesn't work properly.

 

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Bhuvan
Mega Patron
In response to SotaT

4 hours ago

@SotaT 

 

Did you follow below section to setup Twilio Account SID and Twilio Mobile number that will be used for SMS notifications as part of Notify plugin ?

 

If yes, please check the article once again step by step and make sure you have setup the MFA correctly. Refer 'Login Flow' and 'Important Topics' section in the article that explains in detail pre-requisites to setup MFA and configuration needed.

 

Bhuvan_0-1759821281994.png

https://www.servicenow.com/docs/bundle/zurich-platform-security/page/integrate/authentication/task/c...

 

https://www.servicenow.com/docs/bundle/zurich-platform-security/page/integrate/authentication/task/c...

 

https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/product/notify2/task/t_Config...

 

If this helped to answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan

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SotaT
Tera Contributor
In response to Bhuvan

4 hours ago

@Bhuvan  

 

https://www.servicenow.com/docs/ja-JP/bundle/yokohama-servicenow-platform/page/product/notify2/task/...

 

In the setup described above, it says “If the account is not associated with an instance and the connection is successful, a read-only list of E.164 and short code phone numbers associated with this Twilio account appears. This list displays the phone number, supported capabilities such as voice or SMS, the country for each Twilio number, and the Notify number group to which the number belongs.”, but the phone number isn't displayed like in the first screenshot I sent. Does that mean I need to make a purchase?

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