How to send SMS alerts to users ? Do we definitely need Notify - Twilio(paid service) for this ? any other way of sending SMS ?

raghu1992 · ‎07-26-2017

Hi All,

We have a requirement to send SMS alerts to the Users for the priority based Incidents. My question here is, how to send SMS to the users from Service now.

I have installed Notify plugin but it is asking for Twilio credentials (which is a paid service). Is this the only way to send SMS alerts to the users mobile ?Or any other simlple way to this ?

Please help !

darius_koohmare · ‎07-26-2017

One thing to keep in mind is that most major SMS carriers support email notification gateways. This means you can email a specifically formatted number, and then the carrier translates it into a text message.

For example a verizon number 1112223333 would be sent a text by emailing 1112223333@vtext.com .

In ServiceNow, you add 'device' records that are of type SMS, and you enter the phone number and select the carrier. If your carrier is missing, configure the choice list and add an option with the value corresponding to the email gateway for the provider. So If i wanted to add a verizon option, I would add label verizon value @vtext.com

Full list of carrier details here: The Complete List Of Text Messaging Email Addresses | EmailTextMessages.com

More on adding devices here: Set up a notification device

After users have devices assigned, go to your email notification form and add the 'SMS Alternate' field. Now, you can enter SMS text (140 characters or less) to add to a notification. If a user has a device of type SMS assigned, and they are on a given notification that has the SMS alternate defined, they will receive it.

View solution in original post

darius_koohmare · ‎07-26-2017

One thing to keep in mind is that most major SMS carriers support email notification gateways. This means you can email a specifically formatted number, and then the carrier translates it into a text message.

For example a verizon number 1112223333 would be sent a text by emailing 1112223333@vtext.com .

In ServiceNow, you add 'device' records that are of type SMS, and you enter the phone number and select the carrier. If your carrier is missing, configure the choice list and add an option with the value corresponding to the email gateway for the provider. So If i wanted to add a verizon option, I would add label verizon value @vtext.com

Full list of carrier details here: The Complete List Of Text Messaging Email Addresses | EmailTextMessages.com

More on adding devices here: Set up a notification device

After users have devices assigned, go to your email notification form and add the 'SMS Alternate' field. Now, you can enter SMS text (140 characters or less) to add to a notification. If a user has a device of type SMS assigned, and they are on a given notification that has the SMS alternate defined, they will receive it.

raghu1992 · ‎07-27-2017

Hello Darius,

Thanks a lot for your quick reply !

However when i tried to send messages to users in Banglore(Karnataka,India) using Airtel network(not sure if it is now supporting email notification gateways),it is not sending any messages to them.Example : i tried sending emails from my outlook to check if it is sending messages like number@airtelkk.com, number@airtelmail.com but its not working !!

Please correct me if my understanding is wrong and let me know if there is any other way to make this work !!

Regards,

Raghu

jo_2016 · ‎07-27-2017

Hello,

Just a user experience after implementing the SMS Password Rest - not all carries globally have SMS activated - specifically we ran into issues in APJ region. As you move forward check company / carrier policies. Otherwise it is working great in US and larger portions of EMEA.