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05-01-2020 12:28 PM
Hi all,
I want to enable SMS for P1 incidents out of ServiceNow to work in a way similar to email notifications. Simply auto send a SMS to a defined group when ticket priority changes to P1. SMS receivers are in multiple European countries.
I setup a trial account with Twilio and was able to setup up and send successfully 2 types of SMS from ServiceNow to a US based number.
1) via Inc Communication Plan
2) via Send SMS within a ticket
However, I am unable to accomplish the following and seeking your help please:
1) My Twilio account is using a US number but I cannot figure out how to enable it for international use / make it work/send to international numbers. When I sent to an intl. number, outbound SMS is in status "failed".
2) how to setup a SMS to be triggered automatically for P1 incidents without setting up the Inc Comm. Plan. Is that possible?
Thank you!
Sara
update to my questions above:
I was able to trigger an automatic SMS when the ticket priority changes by using the business rule here: https://community.servicenow.com/community?id=community_question&sys_id=ba11d7e9dbdcdbc01dcaf3231f96...
But this solution is based on the ICP and an ICP gets created each time a P1 ticket is created.
Still wondering if the only way to achieve this is by means of the ICP?
and since it is now triggering a SMS for P1 from the ICP, the SMS content is not correct. Where can I find the SMS template to customize? (see attached screenshot)
Solved! Go to Solution.
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05-05-2020 06:55 AM
Thank you for the hints. I finally figured it all out and was able to set it up as needed.
1) For international access for my number in Twilio, I had to check the countries in SMS Geo Permissions to enable international SMS.
2) In ServiceNow, I still had to use the ICP to trigger SMS for P1 conditions but through a system property com.snc.incident.incident_alert.closure set to true I have it auto close when the incident is closed without manual intervention so the ICP here only serves as the trigger for the SMS.
Sara
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05-04-2020 08:39 AM
1)
Check the below link
https://www.twilio.com/docs/usage/tutorials/how-to-use-your-free-trial-account
2)
https://hi.service-now.com/kb_view.do?sysparm_article=KB0712569
Mark my ANSWEr as CORRECT n HELPFUL if it works
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05-05-2020 06:55 AM
Thank you for the hints. I finally figured it all out and was able to set it up as needed.
1) For international access for my number in Twilio, I had to check the countries in SMS Geo Permissions to enable international SMS.
2) In ServiceNow, I still had to use the ICP to trigger SMS for P1 conditions but through a system property com.snc.incident.incident_alert.closure set to true I have it auto close when the incident is closed without manual intervention so the ICP here only serves as the trigger for the SMS.
Sara