How to TEXT a user when an Incident SLA escalates to CRITICAL.

[MH_Vent]

I have scanned through hundreds of results but haven't found an answer to this yet. The Community Search isn't very good, in my opinion. If you have *current* knowledge of this, please let me know. Thanks in advance! Note: We are currently using VANCOUVER.

The CEO of my company wants to get a text message notification from ServiceNow, sent to himself and a few others in Senior Management, when an Incident escalates to a status of Critical. 

I already know how to set up Text Notifications and those work, BUT Senior Management does not want text notifications of everything. They only want them when an Incident escalates to Critical. Is there a way to do this in ServiceNow? Preferably a Best Practices method that doesn't include creating separate accounts for all the members of Senior Management? If not, what do you recommend? We also have Microsoft Teams, but currently it's not connected with our ServiceNow instances.

#vancouver

[Tony Chatfield1]

Hi, you don't need to add phone@smsprovider anywhere against the sys_user records and can simply hard code these values directly in your critical notification; or could use a notification email script to source the phone number for your user records and append the smsprovider part, then populate into the 'TO' field. But at this point\for a POC I'd suggest you hard code the details.

Regarding your last question, not sure if I have fully understood but I would use 2 notifications.
1 where details are emailed to your management team when escalation is not critical, and one notification for sms where the incident changes to critical (if they need multiple critical updates then rather than changes to critical use an is critical filter.

[MH_Vent]

Ah, okay. If I can hardcode those phone@smsprovider addresses into the notification then that's very helpful. That means we can use text for just one type of notification while avoiding the need for a 2nd account.

As to the other point, the management team is already getting the emails, so I only need to set up the aforementioned new Email Notification where I can hardcode the phone@smsprovider addresses into the notification itself. I'll go ahead and attempt that. I'll be back to mark your answer as the solution once I verify that we're able to make this work in our instance. Thank you!

[MH_Vent]

Hey Tony,

I was away for several days, but I'm now trying to get this set up. Would you mind telling me where exactly you would hardcode in the phone@sms numbers for the new Notification? I've created a new Notification in the sysevent_email_action table. (Notifications)