Unable to Utilize SMS Notifications using the Notify Plugin

[G Phoenix]

Am currently setting up Notify in our production instance.  Prior to installing Notify, we would use <number>@<Provider> in the 'Send To' to send SMS messages to users phones.

After doing some research and meeting with another ServiceNow representative, the decision was made to install the Notify plugin (without Twilio) to tie our users phones to the notifications.  This choice was made as it would be more convenient for various parties to add recipients via name instead of having to directly enter their <number>@<provider>.

I have followed the instructions from https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0712569 and have all tables set up with the appropriate information (Notification Devices, Provider tables, Notifications), however I still cannot seem to force the notifications to be sent via SMS.  When I check the sys_email table, I can confirm that everything is still being sent via SMTP and not SMS.

What am I missing?  I received confirmation from the ServiceNow rep that this can be performed with Notify without Twilio (Twilio is needed for the SMS integration with the communication app, which we're not using for this).  

Any thoughts or advice would be greatly appreciated.

[GV Saranesh Kum]

Notify plugin works with Tele service provider only.

OOB, ServiceNow has providers for North America region only. To use that we have to tweak all the OOB workflows from Notify, else we have to provide the call numbers of another service provider like Twilio.

New version of Twilio-Notify plugin has conference features, that can be integrated with Twilio and Zoom.

Hope this info helps.

Regards

Saranesh

[G Phoenix]

I did get an answer for this, but I don't have enough time to write it out at the moment.  I will update with the answer hopefully in the next few weeks.

[Scott Troutman]

Would love to know the resolution when you have the chance to write it up. 

[G Phoenix]

I actually have "Write SMS Instructions" on my list to do for this week, so hopefully I can have something here by the beginning of next week.

What I can say briefly is that you need the Service Provider information in the cmn_notif_service_provider table; you'll need an entry in the cmn_notif_device table for each user that you want to receive the SMS message; You'll need a notification in the sysevent_email_action table specifying the user; and finally you'll need to go to the cmn_notif_message table and make sure that there is an active entry for the notification and the user (this can be done be creating the entry via script or by getting the user to manually activate the notification in their settings).