SMS Notification and AT & T Replacement.

[_Samay]

Dear Team,

Need your urgent help on SMS Notifications with ServiceNow. Currently, we are having "email-to-text" functionality, which is getting handed by AT & T. and AT&T will discontinue support for its email-to-text interface. So, we are looking for another SMS Notification communications.

And as we know for another SMS Notification in ServiceNow we are having Notify and Twilio.

Please help us what we can do this integration with ServiceNow, what steps we can follow so that we can achieve this. If anyone can share steps with us what would be really Great Help of us.

Another Question, currently AT & T is doing email to text. If we will be able to integrate ServiceNow and Twilio then how Twilio will manage or replace AT & T.

Thanks,

[Maik Skoddow · Accepted solution]

Hi @_Samay 

To integrate ServiceNow Notify for sending SMS, you'll need to set up an SMS provider like Twilio or eCall and configure Notify to use it. This involves installing the Notify plugin, configuring the integration, and potentially creating custom workflows or business rules to trigger SMS notifications. 

Here's a more detailed breakdown:

1. Install the Notify plugin: You'll need to install the ServiceNow Notify plugin within your ServiceNow instance. 
2. Configure SMS Provider: Integrate with an SMS provider like Twilio. This usually involves: 
   • Getting an API key from the SMS provider. 
   • Purchasing a phone number from the provider. 
3. Create Notification Records: Create new notification records in ServiceNow, specifying the SMS alternate message. 
4. Configure Notification Channels: Ensure the notification channel is set to SMS, not email. 
5. Enable SMS Delivery: Verify that the SMS delivery channel is enabled in the notification settings. 
6. Create Workflows/Business Rules: You can use workflows or business rules to trigger SMS notifications based on events or conditions. 
7. Test the Integration: Test the SMS delivery to ensure the integration is working correctly. 

Please refer to the documentation for more information: https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/notify2/reference/n... 

Maik

[_Samay]

Hi Maik,

Thanks for your valuable response and help on this. Sorry to late response.

Into my PDI, I have performed below steps provided by you but still there are some issues and messages did not deliver.

1. Install the Notify plugin: -- Completed.
2. Configure SMS Provider: -- Completed, with trial Twilio Account, I got Account SID, Auth Token and a Phone No to send SMS.
3. Create Notification Records: -- Completed.
4. Configure Notification Channels: - Can you please provide steps to do this. I tried by Twilio option is not coming while choosing.
5. Enable SMS Delivery: - Can you also please provide sets to make this.
6. Create Workflows/Business Rules: - Complete this.