Implementing On-Call with SendWordNow: Any ideas?

[mgrondahl]

Hi friends, 

Our team has been tasked with implementing ServiceNow's On-Call Scheduling for ITSM with SendWordNow instead of Twilio.

Has anyone successfully done this using the OnSolve plug-in and not the API? Any scripting ideas for specifically sending on-call agent ids and their contact numbers to SendWordNow and moving the responses back to ServiceNow from SendWordNow?

Thanks!

(Please no advice to use a different partner than SendWordNow. Our leadership is requiring its use.)

[Tanushree Maiti]

Hi @mgrondahl 

Send Word Now is part of the Crisis24 Mass Notification portfolio, previously OnSolve, that helps organizations prepare for, respond to and recover from critical events and streamline everyday business communications.  (Refer: https://www.crisis24.com/lp/send-word-now)

Servicenow has Stored App: OnSolve IT Alerts 

Key features

Integration with OnSolve products (OnSolve, Send Word Now and MIR3) notification services, providing ability to launch notification messages directly from the Incident Page or via Business Rules.

So install this free plugin and achieve your requirement.

[mgrondahl]

Thank you for your response.  We've already installed the app and know the background of the vendor. 

The implementation team and documentation are not enough to send notifications using an escalation policy.