Let's get your instance calling and texting with users with these simple steps and as mentioned in my other blog, I will use the HW structure to communicate these steps. As admin with a (company) creditcard you are the best person who can do this. Below you can find the "notify 3 steps.pdf" attachment with 5 screenshots. These 3 steps are what you need to do to get your Notify going. 1) Buy your phone number (via Twilio.com) 2) Activate the 'Notify' and 'Incident Alert Management' plugin in your instance 3) Configure your instance So where do you need to go or be to achieve these steps? 1) https://www.twilio.com/try-twilio 2) Plugins list 3) Sys properties & Notify (group) numbers |  |
How to proceed next?
1)
For our first step we need to buy a phone number to start interacting with. This is done via Twilio (third party) which allows you to buy a (local) number. In my case I use a Dutch, UK and US number. Please check before you buy your Twilio number if it can also send text message and the number is not restricted to domestic numbers only. (https://www.twilio.com/user/account/settings/international )
Once you have bought your number with some additional balance you are almost ready to go and start in your instance.
In your Twilio account you can find the "'Account SID" and "Auth Token" that are used in your instance.
2)
These plugins need to be active, so you can copy the URLs below and add your instance name or you can search for the Notify plugins and Incident Alert Management.
INSTANCE.service-now.com/v_plugin.do?sys_id=com.snc.notify (Notify)
INSTANCE.service-now.com/v_plugin.do?sys_id=com.snc.notify.twilio (Notify Driver)
INSTANCE.service-now.com/v_plugin.do?sys_id=com.snc.iam (Incident Alert Management)
3)
Your instance must have your default number when it is triggered by an incidents (alert) or workflow. So let's add the Notify number in the sys properties. Find the glide.notify.task.phone_number record and add the number as value in the E.164 compliant format.
Each number you have must have "Number Groups". These groups contain the workflow that are being used for handling calls and messaging.
When and why will you use Notify?
Notify's Incident Alert Management enables organizations to manage communications effectively and get the appropriate people engaged when a major business issue or incident occurs. After an incident alert is created, it is processed through a set of predefined states to ensure efficient and consistent handling. When an incident alert is resolved, a post incident review (PIR) meeting is initiated to review and learn from the issues that arose from the event. Stakeholders can monitor events and results with the incident alert dashboard and reports. (Datasheet)
2 Comments
