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]

Section 3 might answer how it works http://wiki.servicenow.com/index.php?title=Notifications#gsc.tab=0

[michaelmonocchi]

Thanks but that just tells you how to set it up, not the actual workflow. I guess what I am asking is does our instance send ALL emails to our gateway or does it divert text message emails (an email ending in @vtext.com) directly to the carrier, in this case Verizon?

Reason i ask is in order to receive emails, I have to add the accepted domains to our gateway or the email gets dropped. I never added the vtext.com domain yet we do get text alerts for Incidents and I am trying to figure out how. When we configure notifications in our ServiceNow accounts, we select New Device --> but not SMS. We choose email so the address winds up being a phone number @vtext.com, att.net etc....

[Michael Fry1]

From section 3: ServiceNow sends SMS messages through an SMTP gateway to the cell phone companies. The carriers then forward the information to the devices. If the cell phone provider has an SMTP gateway, it can send SMS messages.

The primary email account runs through Servicenow, so they are handling all the email/txt messages. On your email server, you probably had to allow for traffic from Servicenow's server.

[michaelmonocchi]

I understand but even though we are not selecting SMS when we create the New Device in ServiceNow, it still uses SMS? When we create a new device, the Type defaults to SMS but we change it to email and then put in the email address of the mobile device which is number@vtext.com or att.net etc...so it's really not SMS, its just another email address.