SMS for P1 tickets with Notify

[sas1]

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)

[Ct111]

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

[sas1 · Accepted solution]

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