Make phone call/teams call from ServiceNow

[best1]

Hello,

When ever incident created with priority P1/P2 then ServiceNow will make call automatically to assigned to person.

Please help me, if anyone aware of this type of requirement.

Thank You.

[U_verma]

Hi, 

you need to have 3rd-party integration to get calls on phone you can use Pagerduty Alerts or Twilio Integration for sending Calls.

For Twilio you can do with following Steps:->

https://www.twilio.com/blog/create-notification-system-servicenow-using-twilio-sms-and-voice

For Pagerduty --->

https://support.pagerduty.com/docs/servicenow-integration-guide

https://support.pagerduty.com/docs/alerts

Or you want to send message notification you can setup the same in email notification

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0712569#:~:text=Type%3A%20SMS....

If my answer is worthy please  mark as Correct or Helpful.

[best1]

Hello Verma,

Thanks for the sharing Docs, will Twilio works for Indian network mobiles?

Also, these need to start conference manually by clicking the UI Action but I'm looking for automation phone call. It's like When ever incident created with priority P1/P2 then ServiceNow will make call directly to assigned to person.

[U_verma]

Yes these works on Indian network and can be configured  to trigger when P1/P2 gets created.

We used Pagerduty integration in you can make all sort of configurations like groups, shift timing  and different levels, Like if L1 did not response to call then it will trigger to L2  then to lead and so on.. 

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