How to send SMS Notifications

Sandy7 · ‎10-02-2019

Hello,

I am looking for some information regarding sending an SMS notification.

We currently do not have Notify enabled.

My question is, is there any way to set this up without Notify?

I have read various different articles and can't really determine what's needed to do this:

So far, I've done the following in our Dev instance:

1. Created a subrscribable notification

2. Check the cmn_notif_service_provider.LIST table & confirmed we have active service providers

3. Created a test entry for myself on the cmn_notif_device_LIST table

4.Created a test entry for myself on the sys_notif_subscription.LIST table

I see in system email logs that a notification is generated for my number, but it doesn't come to my phone. I can't determine if this is because it's in our lower instance and we don't have live notifications setup.

Can anyone guide me through this?

Thanks!

Allen Andreas · ‎10-02-2019

SMS notifications are still send via EMAIL...so you'd need to look at your instance and see if notifications are on....then if they are....do you have them all going to a test account/you? In lower environments those won't actually go to a phone.

You'd have to "test" in Production...or an environment where those emails actually go out to the appropriate target (which is a cellphone carrier for conversion in to a text).

Please mark reply as Helpful/Correct, if applicable. Thanks!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

View solution in original post

robpickering · ‎10-02-2019

To have SMS messages come directly to your phone you have two choices:

1) Leverage a notification -> SMS gateway like Notify

2) Leverage the carrier's email -> SMS gateway, and use email notifications

If you register a mobile device in your profile in ServiceNow, then ServiceNow will attempt to do #2.

More information on enabling SMS Channels for Notifications can be found here:

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/notification/task/cre...

The above is done by the USER to activate their own device for notifications via this channel.

If you want to proactively perform those notifications, then you'd have to determine the appropriate Email gateway for the carrier and then use that email address in your notification. Best practice would be to allow users to do this on their own, so the platform doesn't have to be hard-coded.

Community Alums · ‎10-02-2019

Sandy,

I think you have everything set correctly. But you mention that email sending is not enabled for your lower instance. A lot of times companies disable email sending on sub-prod instances except for testing specific cases. Or they send them all to a catch-all email inbox - essentially an interceptor.

If you are seeing it in the email logs being generated and sitting in "System Mailboxes - Outbox" and not in "System Mailboxes - Sent" this is typical behavior if email sending is disabled. You can check this in "System Mailboxes - Administration - Email Properties". There is a checkbox for the property "Email Sending Enabled". If it is unchecked it will not send emails. If it is checked - look to see if there is an email address in the property "Send all email to this test email address (non-production testing)".

I am suspecting the "Email Sending Enabled" checkbox is not checked.

Allen Andreas · ‎10-03-2019

Kevin,

Thanks for your reply, but I have already covered this and the user marked my post as Correct like 13 hours ago. Not sure if you read the thread or not, but...anyways...take care!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

Community Alums · ‎10-04-2019

Hi Allen,

I realize that but mine only came in just now as it was held up by the moderator. Truth be told I was the first to answer but it was stuck as it was one of my first posts. In the future, there is no need to point this out as I have seen older posts with multiple solutions posted at various times and it helps to see all the ways it was solved.

Kevin