Is it possible to implement "Incident Communications Management" without Twilio for Madrid version of Servicenow?

Santhosh40 · ‎06-09-2019

Hi Experts,

For implementing "Incident Communication Management" (ICM), Twilio account is necessary to prepare bridge calls and sending bulk SMS's.

But, this Twilio is paid account.

Previously, I have implemented this module in dev instance,

By activating the following plug-in's...." I have used twilio trial version credentials".

#1 - Plugin1 : Incident Incident Communications Management (ID: com.snc.iam)

#2 - Plugin2 : Notify (ID: com.snc.notify)

#3 - Plugin3 : On-Call Scheduling (ID: com.snc.on_call_rotation)

#4 - The property 'com.snc.iam.notify_number' must be set to an active Notify number.

But, now my client want's to implement ICM without twilio account?

Implementing ICM means: Send bulk SMS's and scheduling conference calls. Or else, do we have any alternate plugin to implement this functionalities.?

Please provide any use full links.

Leads more appreciable.

Thanks

Santhosh.K

soumyamitra · ‎06-17-2019

E-Mail

E-mail as a channel is available in base MIM. To try it out, create a communication plan definition with a communication task definition. Use UI action 'Add Channel - Email'.

Once your plan definition matches, you will see a email task created. On send, all the contacts specified will be pulled automatically into the e-mail 'to' list. You will be able to send email communications using this medium.

Slack

For Slack, similarly you can use a Slack task to start collaboration with the required members.

The Key features are:

Add Slack as a collaboration channel when creating communication plans for tasks.
Create a dynamic slack channel for a task based on pre-defined communication plans.
Add or remove users from the slack channel by managing recipients on the task record.
Post a message to the channel to collaborate with support teams or send a communication to keep stakeholders informed.
Archive the channel when the task is closed.

You will need a Slack subscription and iHub license to get this done in addition to installing this store app . Check this to configure iHub Slack spoke.

Thanks

Soumya

View solution in original post

soumyamitra · ‎06-13-2019

As of Madrid - Without Twilio you can implement ICM using channels - e-mail and Slack (Requires integration Hub license) and installing store app .

Thanks

Soumya

Santhosh40 · ‎06-17-2019

Thanks alot soumyamitra... Thanks for your time Can u provide bit more information about channels - e-mail and slack integration.... If possible can u mentioned the steps to consider, for implementing this integration process. I am a kid in-front of integration process. Need to practice more. Thanks Santhosh. K

soumyamitra · ‎06-17-2019

E-Mail

E-mail as a channel is available in base MIM. To try it out, create a communication plan definition with a communication task definition. Use UI action 'Add Channel - Email'.

Once your plan definition matches, you will see a email task created. On send, all the contacts specified will be pulled automatically into the e-mail 'to' list. You will be able to send email communications using this medium.

Slack

For Slack, similarly you can use a Slack task to start collaboration with the required members.

The Key features are:

Add Slack as a collaboration channel when creating communication plans for tasks.
Create a dynamic slack channel for a task based on pre-defined communication plans.
Add or remove users from the slack channel by managing recipients on the task record.
Post a message to the channel to collaborate with support teams or send a communication to keep stakeholders informed.
Archive the channel when the task is closed.

You will need a Slack subscription and iHub license to get this done in addition to installing this store app . Check this to configure iHub Slack spoke.

Thanks

Soumya