Create Incident from SMS

[ars1]

Hi,

Is it possible to create/update Incident when SMS is sent to Service Now? Like Inbound email action.

Requirement is to allow people to create, update, close, approvals via SMS.

Thanks

Ashish

[vab_13 · Accepted solution]

From Create Incident through inbound SMS send to twilio

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1) Create a workflow against notify_message table. In the workflow you would have access to the SMS body via current.body and the phone number via current.phone_number. You can see some sample code in the OOTB shipped workflow called "Notify: Join Conference Call Via SMS". You can similarly create "Notify: Create Incident via SMS". From the phone_number of the SMS, you need to write code to identify the User. Then you can create an Incident with "Opened For" as this user and the Description of the Incident as the SMS body. You can default other incident fields like priority, category etc as appropriate.

2) Setup a new Notify Number Group. This is the number which is meant for creating incidents. When setting this up, specify the "Incoming SMS workflow" to the above workflow you defined.

That's it. The processor essentially takes care of receiving the SMS message and inserting into the notify_message table. And further interaction with this SMS message is via Workflow which provides ultimate flexibility for your needs.

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Mark your feedback( Like or Helpful or Correct) as per the impact of my response. Cheers!

Vab

[ars1]

Hi Vab,

Thanks for the detailed explanation.

I believe this logic will work when we have Notify Integration setup in our instance. Is it possible to take action on SMS like we do in inbound email action OOB ?

Thanks

Ashish

[vab_13]

Sorry, I am confused here.

How would ServiceNow receive an SMS in the system unless you have Notify?