Find more information about (Legacy) Notify

lubertmeuter · ‎09-14-2016

ServiceNow ® Notify provides SMS and voice channels on the ServiceNow platform for communicating internally with team members and externally with customers and contractors. Combined with On-Call Scheduling, Notify shortens the timeline for mobilizing resources to begin working on an incident or task by alerting the correct people. Notify also provides tools through Incident Alert Management and Notify on Task for users to collaborate with each other to resolve and close incidents and tasks. This includes SMS messages and conference bridges. The same communication mechanisms can be used to communicate with affected users, such as alerting customers that a system is not available and then again when it has come back online. Use of these tools leads to reduced response times, fewer breached SLAs, and better customer satisfaction.

https://www.servicenow.com/content/dam/servicenow/documents/datasheets/ds-notify.pdf (1)

In this blog you will find multiple links to help you find answers of the various aspects of Notify.

The Notify plugin (com.snc.notify) requires a separate subscription.

2) Activate Notify (2)

Start your journey with these Notify related instruction videos:

Find out more about Twilio.com : Twilio Setup (Updated 1-5-2016) - YouTube (4)

Notify automatically creates an application in the Twilio service and configures the application to use the instance as an endpoint.

Phone numbers associated with the Twilio subaccount are imported to Notify.

Twilio international phone number availability and their capabilities — Twilio Support

Configure Notify with the Twilio service

Voice Pricing for Phone Numbers & Calls - Twilio

Sending and Receiving Limitations on Calls and SMS Messages — Twilio Support

https://www.twilio.com/use-cases/marketplace-communications/masked-phone-numbers

https://www.twilio.com/user/account/settings/international

Migration to the new version :

The Geneva release includes a rewrite of the Notify application that is all workflow based. Included is the capability to send SMS messages and initiate conference calls from any table that extends task. This requires that a Twilio account be setup in the instance and the glide.notify.task.phone_number system property set with the Twilio number to use for task SMS and voice calls. This latest version has been updated with the architecture below which consist of the Notify Core and the Notify Driver.

Migrating from legacy Notify & ServiceNow KB: Migrating to Notify from NotifyNow - On-Call workflows (KB0551603)

If you are working on Eureka or Fuji you can refer to the documentation for Notify in those releases here: Notify - ServiceNow Wiki

If you are working on Geneva and beyond you can find information on Legacy Notify here: https://docs.servicenow.com/product/notify/concept/c_Notify.html

If you are working on Geneva and beyond you can find information on Notify (2.0) here https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/product/notify2/concept/c_Notify2...

What can you use in workflows?