Need help on on-Call Scheduling /Notify / Twillio setup

[Bharti5]

Hi All,

We are new to Service Now and trying to integrate Service Now On-Call scheduling with Notify and Twillio for voice call to On call person,

We have completed all the basic setup like , On - Call scheduling , Notify Plugin  and also we have Twillio account for voice call. 

We are not able to initiate a voice call when a Sev 1 got created to On-Call person.

 Any help or link to step by step document to configure the workflow will be much appriciated..

Thanks

[Community Alums]

Hello Bharti,

Have you gone through below doc - 

Create a Notification System in ServiceNow using Twilio SMS and Voice

Thanks
Akshay Kangankar
Please Mark ✅ Correct/helpful, if applicable,

[Bharti5]

Hi,

Thanks for your reply. yes we have done all those steps and we are able to make a call. 

but we are not able to configure for below scenario..

The use case is , when a P1 incident is assigned to specific queue, I would like the notify workflow to be triggered to call the On-call member defined in the On-call schedule. I tried by configuring the Trigger Rules in On-Call Scheduling app. It does not seem to be working. The call is not triggered, I am not sure where I am wrong.

It would be good, if you can share some documentations or hints for this use case.

[Bharti5]

Hi,

Thanks for your reply. yes we have done all those steps and we are able to make a call. 

but we are not able to configure for below scenario..

The use case is , when a P1 incident is assigned to specific queue, I would like the notify workflow to be triggered to call the On-call member defined in the On-call schedule. I tried by configuring the Trigger Rules in On-Call Scheduling app. It does not seem to be working. The call is not triggered, I am not sure where I am wrong.

It would be good, if you can share some documentations or hints for this use case.