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,

[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.

[palanikumar]

Hi,

First one is plugin and second one is just a property.

You can send SMS communication based on severity level. You need to configure condition based option and add the condition

[lvenna]

Hello Palanikumar,

We have that plugin installed, can you please help me the process to configure to trigger the SMS by suing Twilio,

Thank you,

Laxma.