SMS delivery issue

Rajeev K1 · ‎10-28-2015

Hi,

I have enabled SMS notification in my instance. In email logs it showing as Processed but as I checked with the users then no SMS has delivered. I am using this functionality for AT&T service provider for US location. I tested with couple of users but still no success. I followed the process as mentioned in the wiki to activate this functionality.

Can anyone let me know if I need to do something extra after system configuration?

Thank you!

sergiu_panaite · ‎10-28-2015

Hi Rajeev,

Have you checked with your service provider if they accept the emails to address like specified below?

Using Subscription Based Notifications - ServiceNow Wiki

Regards,

Sergiu

Rajeev K1 · ‎10-28-2015

Hi Sergiu,

AT&T is a US Service Provider generally and By default, ServiceNow supports SMS notifications sent through United States cell phone carriers only. So I don't think I need to check for this with Service Provider. Also I have tested this for one of the user and was working, but now as I activated this for multiple users then is not working. Any idea how to check for this.

Thank you.

sergiu_panaite · ‎10-28-2015

Hi Rajeev,

I am not familiar with AT&T service, but maybe there are some settings to be activated by users on AT&T to allow their number to receive emails to formats like "15551231234@verizon.net". It could that for user that worked, settings were already activated.

Does it still works for that user?

And the instance will actually send emails, so you can check in the email logs if emails were sent out successfully, then it would be on the user side. This SMS notification functionality uses Email2SMS gateway functionality, so ServiceNow only sends emails out, not actually SMSs.

Regards,

Sergiu

Rajeev K1 · ‎10-28-2015

Sergiu,

Yes, as I mentioned that this functionality already activated for United States Service Provider. But as I checked with my old user he is also not able to get SMS on his number. And for AT&T format will be number@txt.att.net, even same format is appearing in the email sent logs but no luck.

Thank you.