Create Incident through inbound SMS send to twilio

[Community Alums]

Hi,

I have got a new requirement where I need to integrate our Service Now Instance with Twilio:

We have configured the below functionality -

1. Activate the Notify Plugin and get the Twilio number configured

2. Send SMS when a new Incident is created or Updated

3. Set up Conference Calls for an incident

Now we have to work on one more functionality:

When a user sends SMS on a Twilio number, an incident should be created in our service now instance

I saw the Processor 'NotifyNowSmsProcessor' but dint got any code in it.

Can anyone help me with this?

Thanks,

Ravi

[jeroen9]

Hi Ravi,

It depends what instance you are on and what version of Notify you are using. What you are trying to achieve can be easily created using Notify which was released in Geneva (where the previous version of Notify is renamed to Legacy Notify). In Geneva Notify was rebuilt from the ground up to completely run of Workflow. For every in- or outbound phone call or sms message a workflow is triggered. That workflow is actually running the call and the Notify workflow activities in that workflow perform actions on a call (for example say something, gather user input, record a message, playback an audio file, join into a conference call, etcetera). Additionally it is possible to add any other workflow activity, such as a script activity which allows you to script anything. This makes Notify really powerful and allows you to trigger pretty much anything via sms or a phone call.

To take you question as an example, you would create a new workflow on the notify_call table and configure it to a Notify Group as an incoming call workflow. You could drag in a say activity to welcome the caller, and drag in an input activity to ask the user what kind of incident he wants to create. A script activity can just take that user input to create an incident record.

Please take a look at the Notify documentation for more information.

I hope this answers your question.

Cheers, Jeroen

[tonystark]

Hi Ravi,

        What configuration have you done to send the sms on creation of incident?

[conmic]

Hello Tony,

Once Notify is configured, simply create a business rule with your requirements and use the scripted functions that come with Notify

[conmic]

Hello Ravi,

According to the docs Using SMS with Notify all inbound and outbound SMS messages are stored on the Notify Messages table.

So the simple way would be to create a new business rule on the table "notify_message".

Another approach would be to create a new REST message calling the REST API: Messages - Twilio