How to activate Conference Call in Major incident

[wakespirit]

Dear all,

I am actually trying to use the Master Incident app in ServiceNow and I am desperately trying to setup conference call for a demo case.

I have activated following plugin :

- com.snc.notify
- com.snc.on_call_rotation

But for some reason the Conference Call tab is not appearing in the Major incident WorkBench

Does anyone could help to know what I am missing ?

regards

[wakespirit]

Hello,

I am at the following level, see image below

major incident

1. From that menu if you select Open module you will get a list of open major incident by default.
2. if you click on one incident you go to the form of the incident
3. On the header of the form you have a button named ViewWorkBench, click on it

At this point it open a kind of summary process of your incident. then on tope you have 2 tabs called SUMARRY and COMUNICATION, a 3rd one is missing is Conference Call.

By following your sugestion and configure related link and add Conference call, it has add a Tab in my incident for as seen below :

Conference call tab in incident form

As you can see it is empty, how to add a record in this ? in order to see if Conference tab appears in WorkBench

Thnaks for your help

regards

[Alberto Consonn]

I got your point now, please have a look here:

Initiate a conference call

It will help you to initiate a Conference Call.

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thanks you

Cheers
Alberto

[wakespirit]

I have read this link you provide and check what I have done , I have all plug in mentionned active.

I have Notify active, but the key point is that it does not realy describe how to configure it correctly for conf call.

When I need to add a channel reference in my task, I can only add SMS or Email , Add conference chanel link is never visible and I guess is a matter of config but did not find yet.

In case you know exactly how this Notify must be configure that would be helful

regards

[Alberto Consonn]

It should be possible only after checking the following things:

• Make sure the following plugins are enabled: Notify, Notify - Twilio Driver, and   On-Call Scheduling
• Make sure you have a twilio number and the account SID and Auth Token from Twilio are set up in Notify > Twilio Configuration
• Make sure Notify > Number Groups > On-Call Group has an outgoing call workflow: "Notify: (Re)join Conference Call"
• Verify Notify > Numbers is populated (with your twilio number) and associated with a group (On-Call Group)

Let me know.

Cheers

Alberto

[wakespirit]

Here is response to your point :

• Make sure the following plugins are enabled: Notify, Notify - Twilio Driver, and   On-Call Scheduling
  ENABLED
  
  
• Make sure you have a twilio number and the account SID and Auth Token from Twilio are set up in Notify > Twilio Configuration
  TWILIO ACCOUNT CONNECTED CORRECTLY
  
  
• Make sure Notify > Number Groups > On-Call Group has an outgoing call workflow: "Notify: (Re)join Conference Call"
  THIS FIELD WAS EMPTY => Notify: (Re)join Conference Call ADDED but it was correct on Conference Call group
  
  
• Verify Notify > Numbers is populated (with your twilio number) and associated with a group (On-Call Group)
  ALL IS OK 

That does not help...Getting mad..... Are you able to get this working on your side ?