/ no subject / on SMS notifications
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03-23-2022 08:30 AM
We have email notifications set up for a variety of scenarios, such as when an incident is assigned to me. We have an SMS alternate defined, so it is sending that as a text message when I subscribe to that notification with the notification channel I defined for my phone number.
However, on these texts, it is prefixing the message with / no subject / as in the following example:
/ no subject / INC0123456 has been assigned to you
I do have a subject defined in the notification, which the email uses as the subject. But I would like to remove / no subject / from the SMS message, and I don't see a way to do that.
I found a community post from 7yrs ago saying this was a limitation of the platform. Has anything changed? Has anyone had luck cleaning up this message to get rid of / no subject / at the beginning?
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03-23-2022 08:33 AM
Hi
I think this comes from your Phone Carrier, the baseline ServiceNow instance does not send SMS directly, it instead sends emails to your mobile number@ your carrier when supported by the carrier. you could try this by sending yourself an email to your mobile email address.
This means you could potentially replace the "no subject" with a valid subject (maybe using a Business Rule on the sys_email table) but I don't think you will be able to change the format.
P.S. There are alternatives such as using the Notify plugin with a paid service like Twilio.
Mark my answer correct & Helpful, if Applicable.
Thanks,
Sandeep
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03-23-2022 09:17 AM
I sent myself an email from outlook at my mobilenumber@carrier but it did not add the / no subject / prefix, even when I did not have a subject defined. So it seems like something on the ServiceNow side.
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08-17-2022 06:51 AM
I am having this same issue and am curious on if anyone has any resolution.
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09-19-2023 07:30 AM
Just got off the phone with ServiceNow Support about this issue, it is specific to T-Mobile in our case and if you look at the header from ServiceNow perspective it shows subject as empty. With Verizon we were unable to reproduce it, but with T-Mobile it reproduces fine.
Going straight from my gmail to <number>@tmomail.net or sending as SMTP type we don't see the issue.
Support advised they will notify the ServiceNow engineering team, I will make sure to provide an update on what the outcome is. It does seem that if you use SMTP type instead it sends across fine as a "workaround"
