How to get voicemail incident to still create when people use cellphone instead of work phone

[Rabia]

Our instance creates an incident when people leave a voicemail on our HelpDesk #.

We have a + email set up to receive as an email once a voicemail is created, then a incident is created.

The problem is when our inspectors are out in the field and they need to use their cellphones to call in, so they're thinking an incident will get created but ServiceNow is "received-ignored" the voicemail and not creating an incident for them.

I tested by putting my cell phone into my user profile then calling HelpDesk and leaving a voicemail but it still showed received-ignored still.

I noticed when I opened one in History that it's reading the user in this format (whatever caller ID it's picking up) and doesn't recognize the cellphone # from the user profile.

How can I get this to work for our customers?

Thanks in advance!

[Allen Andreas]

I've seen this work to where the phone systems if there was a voicemail at a specific number would send an email to that + email like you mentioned and attach the VM as the attachment. It sounds like you're sort of doing this now, but somehow using the phone number on the profile as a verification step or a way to link it to a user? It should be just like any other email coming in?

[Rabia]

Yes, b/c using our work phones make a voicemail incident fine - that's working the way it should, it just doesn't seem to also realize that a user profile has that cell phone number and realize it's a user that's setup already.

[anand-bhosle]

HELLO Rabia, I am having similar requirement, can you share me how exactly you have setup this?

Thanks in advance

AB

[Cindy26]

We have the same requirement and issue. Is there a resolution to this?