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‎01-04-2024 11:32 PM - edited ‎01-04-2024 11:35 PM
Dear all
I'm looking to increase my understanding of how ServiceNow intended for this to work, if an organization wants to use On-Call Scheduling app, and wants to use SMS and Voice as alternatives for notification, but does not want to use Twilio. Nothing against the company or anything, more to do with bueacracy, politics, not wanting to add another external vendor to the mix when we already have one with a cell network provider etc.
To me it looks like we have to create custom solutions in this case, and that Twilio has some type of monopoly in this situation. Or am I missing something? Any help / tip is appreciated, thanks!
Solved! Go to Solution.
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‎01-05-2024 01:49 AM
Hi Morten,
Unfortunately you're right. Twilio is the only provider which works OOTB with On call scheduling, and a custom solution will need to be built if you want another provider.
We where in the same situation for one of our clients. There already was a preferred supplier for SMS and Voice but given the amount of work needed to customize now and maintain in the future, it was still decided to also onboard Twilio. Pro's and Cons simply tipped that way quite easily...
Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.
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‎01-05-2024 01:49 AM
Hi Morten,
Unfortunately you're right. Twilio is the only provider which works OOTB with On call scheduling, and a custom solution will need to be built if you want another provider.
We where in the same situation for one of our clients. There already was a preferred supplier for SMS and Voice but given the amount of work needed to customize now and maintain in the future, it was still decided to also onboard Twilio. Pro's and Cons simply tipped that way quite easily...
Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.
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‎01-05-2024 01:55 AM
Twilio is the only OOTB provider which we use for oncall scheduling.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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yesterday - last edited yesterday
Back in the previous company i worked for we did eventually figure out how to work around this limitation and was able to integrate with our existing (cell) network provider which we already had a vendor contract with. If you want to learn how we did you are welcome to reach out to me:
https://www.linkedin.com/in/morten-pettersen-21ab351a/
