Setting up SMS Notifications

[dstuart]

I am trying to set up SMS notifications on a Madrid instance. I am following the ServiceNow documentation for Notifications, and also referencing several articles on the Community site. So far, it's not working. 

I have added the Notification Devices related list to the User record, and have created a new SMS device, with my cell phone number. 

I have updated an email notification, added SMS Alternate text, and made sure I'm on the 'Who Will Receive' list. 

So far, when I create a new INC, all I receive is the email. I have tried reordering the Notification Devices, with no effect. 

On my Madrid instance, using UI16, the sys_user Notification field is not visible on the User form, even though it's configured on the form. On my Kingston instances, also using UI16, the Notification field is visible. But the choices available are Do not Notify, Send Email, or Telephone. There is no option for SMS. Do I need to add one? 

The Notify plugin is not active, and we do not have a Twilio account. From my reading, they don't appear to be required. Or am I interpreting things incorrectly? 

I'm sure I'm just missing something fairly simple, here, but I can't seem to see it.

Thanks, Dave 

[shill]

Have you setup the specific notification to use that 'channel'?

By default, all notifications are set to primary email, but I believe when you add a device, you need to go into the specific notification and turn on additional channels.

Check the cmn_notif_message table and look for the name of your device.

[dstuart]

Hi Shill, 

Thanks for the pointers. Wish some of this stuff was better documented, and not so hard to find. 

I modified the existing entry for my user-id in the cmn_notif_message table, and set up a new one to send SMS. I did receive the SMS Alternate text from the email notification, but as an email, not to my cell phone. 

So, some progress, but... 

Dave 

[pavan9885]

Hi,

i am sure i think notify and twilo is required to enable the sms notifications 

https://hi.service-now.com/kb_view.do?sysparm_article=KB0712569

[shill]

I think you are reading that document wrong.
From your linked document (at the bottom)

However, SMS notification is a core function of the ServiceNow platform available from all the supported versions starting from Geneva.