Adding SMS to Major Incident Communication Plan

[lvenna]

Hello All,

I have a requirement to include SMS communication as part of the Major Incident communication plan. Currently, we have an option to send an email, but I am having difficulty understanding how to configure SMS.

We already have Twilio integrated with ServiceNow, and I would like to leverage it for this purpose. However, I am unsure how to enable or add SMS within the Major Incident Communication tab.

Could anyone please guide me or share if you have worked on a similar scenario before?

Thank you,

[vignesh parthib]

Hi Ivenna,

The "Major Incident Communication" feature sends out communications (emails) via the Major Incident Communications table (sn_major_inc_mgmt_m2m_comms or related).

You’ll likely already have a Twilio integration set up as a REST message. If not, you'll need a REST message definition

Then you need to create a script include or business Rule:

var phoneNumber = phone_number; //

var messageText = message;

    var request = new sn_ws.RESTMessageV2('TwilioSendSMS', 'default');

    request.setStringParameterNoEscape('To', phoneNumber);

    request.setStringParameterNoEscape('Body', messageText);

    var response = request.execute();

    var responseBody = response.getBody();

    var httpStatus = response.getStatusCode();

    if (httpStatus == 201 || httpStatus == 200) {

        gs.info("SMS sent successfully");

    } else {

        gs.error("SMS failed to send: " + responseBody);

    }

Thank you
Vignesh

if my response is helpful please mark as helpful and accept the solution

[lvenna]

Hello Vignesh,

We have Twilio integrated already. How can we use it here. Can you please help me,

Thank you,

Laxma.

[palanikumar · Accepted solution]

Hi,

The functionality for SMS and conference appears only if you activate the Notify plugin (com.snc.notify) and the com.snc.iam.notify_number property value is set to the registered notify number.

Refer below KB for more details

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0961563

[lvenna]

Hello Palanikumar,

Do I need to have both plugins? Can we send the SMS communication to groups based on the severity level of Incident,

Thank you,

Laxma.