Using SMS Alternate with Notify/Twilio

[tomelk31]

Currently just looking at this at a high level overview. I'm looking at using Notify/Twilio to send SMS message out of ServiceNow. I currently have UI actions in place which trigger off emails from an Incident record. I'm looking at amending it now and sending both SMS messages and emails from the same UI action depending on subscription preferences. Is it possible to add my SMS template to the email notification SMS alternate and using Twilio/Notify to send the message to the user? I know that SN sends the SMS message as an email to Twilio and this is then forwarded to the user. Would using the SMS alternate section of the notification work OOTB with Notify or would this require some additional configuration?

[jacob_benker]

There is no OOTB way to send subscription (SMTP to SMS) notifications via Notify.

However, you can add a Business Rule on sys_email to process those via Notify and then set the State and Type so that it doesn't send via Notify and Email.

[jeroen9]

Hi,

Actually, your initial assumption is incorrect. Notify does not integrate with Twilio using some form of email system; it integrates via the Twilio APIs. You are probably confused by the old (non-Notify) implementation of sending SMS messages. That solution was indeed using an email-to-sms gateway, but Notify does not.

Going back to your initial challenge, I would probably look into using workflows. As Notify is completely workflow driven you could perhaps trigger a workflow from an incident record. As that workflow can contain many different workflow activities you should be able to send out both a sms message as well as an email message. You could also decide to script it yourself instead in a business rule. Note that there are some Notify javascript classes that make it easier for you to -for example- fetch mobile phone numbers (search for Notify related script includes).

Cheers, Jeroen

[Midilesh]

Hi Team,

Is there a way that you recommend setting up Notify other than Twilio for example Verizon, T - Mobile etc?

Regards,

Midilesh