question ServiceNow FSM end customer notification in Community Central forum

ServiceNow FSM end customer notification

Ganji-shri — Mon, 08 Dec 2025 05:28:49 GMT

Hi all I'm looking for the customer notifications on change of state.
when the user raised the case it is going to FSM and then work order creation and task assignment ,agent assignment ,dispatch ,work completion ,for all these the end user who raised the case need to get the notifications through the mail or SMS without login to the portal ,like some users may not have the access to the portal.
According to me we can configure from the fields service -administration - notifications -here we can create the user groups and configure the notification
And by using the Twilio for the custom notification, can anyone suggest me the best way or as per the snow to configure the notifications for the customer.

If possible, provide me exact way to configure this.

Thanks.

Re: ServiceNow FSM end customer notification

Mohammed8 — Mon, 08 Dec 2025 07:16:39 GMT

Hi @Ganji-shri

Yes your approach is correct.

You need to install this plugin additionally com.snc.csm_fsm_integration

After installing the plugin, OOTB you will get:

If you want customization, duplicate the one from above which matches your use case and customize accordingly

Here are documentation article which can help you:

https://www.servicenow.com/docs/bundle/zurich-field-service-management/page/product/field-service-management/concept/Configuring-cust-exp.html#Customer-notification-work-order-tasks

https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/product/notify2/task/t_ActivateNotify.html

Thanks and Regards,

Mohammed Zakir

Re: ServiceNow FSM end customer notification

Ganji-shri — Tue, 09 Dec 2025 03:52:13 GMT

So, we can set up the notification like mails or messages through notifications itself, but Twilio -where does it come in to picture. Like when to use this Twilio then.

Re: ServiceNow FSM end customer notification

Mohammed8 — Tue, 09 Dec 2025 04:28:29 GMT

Hi @Ganji-shri,

Basically what I’ve understood from the documentation is that Twilio is a CPaaS (Communication Platform as a Service). It’s mainly used when you need communication features like SMS, WhatsApp, voice calls, or email as part of your application. Twilio provides all of these capabilities through their APIs.

It is an external service, similar to how Google Maps is used to enhance location features in FSM. In the same way, Twilio enhances communication channels for any ServiceNow application. it’s a third-party platform so you integrate with Twilio through REST APIs or spoke if available

Also, Twilio maybe a paid service, so you’ll need to check their pricing model. If you want deeper details, it’s best to go through the official Twilio documentation because they explain all their APIs and use cases very clearly.

If you find the answer useful, please mark it as solution accepted/helpful and close the thread.

Thanks and Regards,

Mohammed Zakir