Notify enables organizations with a Twilio account to send notifications using text and voice messages. It also allows conference calls between ServiceNow users to make group communication quick and easy. A great use for Notify is with Incident Alert Management. Notify allows you to quickly gather the right people together on a conference call to handle high-priority incidents. You can also use its messaging system to collaborate and troubleshoot issues allowing for a quicker time to resolution.
As a NotifyNow admin, you have the ability to set Notify properties and manage the messages coming through.
Your role allows you to:
- View and edit Notify properties.
- Configure Notify for Twilio.
- View messages made by all applications using Notify on the instance.
- View or create questions and answers via SMS or email for bi-directional communication.
NotifyNow is available starting Dublin, and since Eureka, is just referred to as Notify. Starting with Fuji, Notify allows some new functionalities that makes communicating with your individuals and teams easier.
New in Fuji:
- Conference calls can be made public
- Mute and unmute participants to avoid the background noise interfering with calls
- "Kick" out participants from a conference call
When Notify is active, you may find as a user with the notifynow_admin role that you don't have access to configure notify properties that yo... Instead, your access may be limited to a view-only account status:
If you have the notifynow_admin role, you should be able to do certain tasks, such as set properties or monitor message and conference call activities. You should also be able to create and edit incident alerts and manage contact information without issue.
The problem you're having is due to role restrictions set on the account_status UI page and also on the notify properties read/write conditions. To access, you'll need to change the notify properties read/write conditions as well as update the account status UI Page.
(Note: All the steps below must be completed to use this workaround successfully.)
To change the notify properties read/write conditions:
- Log in as an admin user.
- Navigate to System Properties > Categories.
- Search for the NotifyNow category and open the record by clicking on it.
- At the bottom of the form in the properties related list, click on the first record to open it.
- Click on the reference icon near the property field to open that property's form.
- At the bottom of the form, add the notifynow_admin role to the Read roles and Write roles.
- Repeat steps 4 through 6 for all of the properties in the NotifyNow category.
To update the account_status UI Page:
- Log in as an admin user.
- Navigate to System UI > UI Pages.
- Search for the account_status UI page and click on the record to open it.
- In the HTML field, search for the lines (there should two occurrences of the line that needs to be changed):
<j:if test="${gs.getUser().hasRole('admin')}"> - Change it to: <j:if test="${gs.getUser().hasRole('admin') || ${gs.getUser().hasRole('notifynow_admin')}">
Notify is available as a separate subscription from the ServiceNow platform. To purchase a subscription, contact your ServiceNow account manager.
For related articles, see:
- Notify API - ServiceNow Wiki
- Activating Notify
- Configuring Notify to Use Twilio
- Working with Notify
- Incident 201: Major Incident and On-Call Rotation with Notify
Notify has some new features in the Geneva release! See Geneva: Significantly Improved Notifications by poneppo
