Does ServiceNow having texting capability ?

[Virendra K]

Hi All,

I want to send text to folks for management escalations (not for Incident non-recovery situations). Can we send it through ServiceNow ? do we have such feature in tool ? if so then what is that ?

Thanks,

Virendra

[Rahul Kumar17 · Accepted solution]

Hi,

Yes, ServiceNow has a feature called "Notifications" that allows you to send text messages or emails to individuals or groups for various reasons, including management escalations. You can use ServiceNow's Notification feature to send notifications to specific individuals, groups, or roles based on specific conditions or events.

To send a notification for management escalations, you can create a notification rule that triggers when an incident is escalated to a specific management level. You can configure the notification to send an email or text message to the appropriate management personnel, containing the relevant information about the incident and the reason for escalation.

To create a notification rule, you can use the Notification form in ServiceNow. You can specify the conditions that trigger the notification, the recipients, and the content of the notification. You can also customize the notification templates to include specific information related to the escalation.

Keep in mind that to send text messages through ServiceNow, you will need to integrate your ServiceNow instance with a third-party SMS gateway service that supports SMS text messaging. Once the integration is set up, you can configure ServiceNow to send SMS notifications using the same process as email notifications.

Thanks,

Rahul Kumar