Wondering how device notifications get sent out for Incidents

[michaelmonocchi]

When you set up a device notification for your ServiceNow account, is the process for sending the text message the same as a regular email? Currently, our instance will send all notification emails for Incidents etc...to our email gateway and our gateway sends it to our internal email server which sends it where it needs to go. Either a mailbox, an external recipient or a text email address such as number@vtext.com.

The emails work fine but I had to add domains that our gateway will except for inbound emails from ServiceNow. Thing is the text messages seem to be working fine also but I am wondering how they are as I did not add the domains such at vtext.com   to our gateway and it would drop anything it was not configured to receive. So, my question is when you configure a device under your account --> Notification Preferences, is it doing something different with the text email address than it would with a regular email address such as sending it directly to the mobile carrier assuming the domain such as vtext.com is a mobile device or will it just send it to our email gateway just like all the other emails?

[Michael Fry1 · Accepted solution]

Thank you for the clarification, as I see what you're doing now. But I'm not sure I could answer your question. I'd recommend you reach out to HI support for clarification on what's happening.