Sending OTP using One-Time Password Generator plugin for externally encrypted documents

[shilpidev10]

Hi all,
Is there a way to send OTPs to a user’s phone number for externally encrypted attachments? Currently, the documents are encrypted by an external system and returned to ServiceNow as a URL, which is included in the notification email. When the user receives the email, the document is accessible only via the encrypted URL. To decrypt the document, we would need to send an additional OTP via SMS.
Is there a feature in ServiceNow that supports this type of SMS-based OTP workflow for externally encrypted documents?

Thank you!

[pr8172510]

Hi,

Out of the box, ServiceNow does not provide a direct capability to send OTP via SMS for external encrypted document access workflows.

However, this can be achieved by combining available platform features:

1. OTP Generation

You can use the One-Time Password Generator plugin to generate and validate OTPs.

This handles token creation, but it does not manage delivery (SMS/email/UI), so that part must be implemented separately.

2. SMS Delivery

For sending OTPs, you can use ServiceNow Notify (e.g., Twilio integration) or any external SMS provider.

Example:

SNC.Notify.sendSMS(phoneNumber, message);

You can trigger this via Flow Designer, Notifications, or server-side scripts.

Approach

Generate OTP using the plugin

Send OTP via Notify or external SMS API

Validate OTP before allowing access to the external document