SMS delivery issue

[Rajeev K1]

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]

If functionality is available on your carrier, if you send a normal   email from your personal email address to number@txt.att.net, do you receive it an SMS on your phone?

Regards,

Sergiu

[dhoffman]

SMTP-to-SMS is a little awkward and manual in ServiceNow, in my opinion.

• Notification Service Provider table:   cmn_notif_service_provider
  • Do a cmn_notif_service_provider.list to get to it.   Activate/Inactivate any you wish to use, or create a new Service Provider if one doesn't exist.
  • Ensure the "Type" is set to "SMS"
  • Ensure the "SMS Provider Email Suffix" is set to txt.att.net for the AT&T Notification Service Provider.
• Manual Step:   On each user's profile, you have to go to the Notification Preferences Related Link.   (Or have them do it to their own profile.)
  • Click the New Device button.
  • Give it any Name you want.   I find it cleanest to put the number in the name such as "123-456-7890 Cell Phone"
  • Type is SMS
  • Phone Number is the 10-digit number, no punctuation or leading "1".     Example:   2223334444
  • Service Provider is AT&T (or whoever)
  • Submit
• Manual Step:   For each user's SMS Notification Device, you have to click the + button and manually subscribe them to the Notification Message that has the SMS Alternate message.
• By the way, on the email notification, the Subscribable checkbox means something different.   Many of our SMS notifications do not have Subscribable checked.
• Notification Devices table:   cmn_notif_device
  • Do a cmn_notif_device.list -- a quick way for an admin/developer to see every device in the system for troubleshooting purposes.
• A ServiceNow admin/developer can write useful Background Scripts pointing to the cmn_notif_device, cmn_notif_message, and cmn_notif_service_provider tables for all sorts of solutions to automate the above tedious steps.

Where things get tricky is when the notifications have different combinations:   e-mail only, SMS only, or e-mail and SMS simultaneously.   It's also tricky when certain users don't have cell phones but still need the e-mail component of the message, or when users have shared cell phones instead of individual cell phones.

[Rajeev K1]

HI David,

Thank you for your reply, Yes I followed same steps and all configurations are done. And as checked in my testing, system processing the message but users are not able to receive SMS on mobile.

And as I checked then we don't need to add country code in the number field. Even I tried with both inputs but there is no luck .

Thank you!

[sergiu_panaite]

Rajeev,

It if worked for at least one user, I believe the issue is not on ServiceNow side.

Have you done the test I mentioned previously to one of the numbers that do not get the notification?

Regards,

Sergiu

[Rajeev K1]

Hi Sergiu,

Yes, I have done with same way as you mentioned but it's also not worked. I tried with number@txt.att.net and sent mail on this mail but user was not receiving email2SMS.

Is there any problem with Service Provider??

Thank you!.