On-Call: Assign and Notify with Twilio SMS

Rob Keeton
Tera Contributor

‎09-09-2022 08:47 AM

Has anyone successfully deployed the On-Call: Assign and Notify workflow to send SMS Text to an incident assignee via Twilo Direct?

I verified that I can auto-assign and send a text message via trigger rules and addition of the Notify/Send SMS action to the On-Call: Assign workflow.  However, when I try the On-Call: Assign and Notify flow, I'm getting stuck on the "Is current preference valid" step, which is evaluating to No".

Any ideas on config/preference changes to get that to "Yes"?

 

Would also love to hear from someone that's taken this to the next step of assigning with acknowledgement - so incident is reassigned if primary on-call does not acknowledge receipt via a text keyword.  Looking for config tips.

 

 

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Rob Keeton
Tera Contributor

‎09-09-2022 09:15 AM

I found the culprit that was causing the "current preference valid" step to fail.  Need to update the dictionary entry on sys_user/mobile field to set it to Phone Number (E164).  Once I did that and updated the mobile number for my test user, the flow completed and SMS was sent.

 

Would still appreciate tips from anyone that's gotten to the next step of acknowledging receipt and escalating when receipt is not acknwledged.