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]

Rajeev,

Email to SMS Gateway is a functionality outside ServiceNow, and in your case resides on the service provider.   Most probably it's a kind of restriction on the service provider.

I found this website:

Martin Fitzpatrick

and for example for "AT&T Mobility" the functionality requires a login. Not sure if you're on AT&T Mobility.

I would give a call to the provider and ask what needs to be done so you can receive Email2SMS.

Regards,

Sergiu

[Rajeev K1]

Hi Sergiu,

Could you please confirm which field from User profile is related to the Phone Number field from cmn_notif_device table? We have two number field on user profile as Mobile phone and Business Phone.

Thank you!

[sergiu_panaite]

Rajeev,

When you create a new devices for SMS notifications you have to manually enter a phone number that supports SMS. It's not really related to Phone numbers in User profile, it can be even another number. But it has to be a number that supports SMS.

Regards,

Sergiu

[Rajeev K1]

Sergiu,

I checked with couple of users, only 1 user get SMS on the mobile number other users didn't get any SMS. And as users are for AT&T service provider, so the confusion is why this functionality is working for one user and not for others.

Could anyone please let me know what need to change or check in this case?

Thank you.

[sergiu_panaite]

Being part of same service provider doesn't automatically imply that all subscribers have same configuration.

If event notification shows as processed on ServiceNow instance, it means we sent out the email correctly. The issue might be that it gets stored on service provider side but not delivered as an SMS to the final subscriber.

You mentioned that the test I asked you to do failed, SMS was not received for a personal email. Does the same test works for the user that is able to receive notification? I would expect so. If you do this test as well and it works, then we are almost 100% sure that it's something in the service provider side.

Regards,

Sergiu