That's awesome Gaurav. I do particularly like the quality of the video and distortion less audio which really grabs attention from viewers. Please post more videos in these series.
Actually users who are registered with twilio are only receiving the message from servicenow ,It is not sending the message to the user's mobile number which is mentioned in the user record
depending on what you're doing, should be able to pass in variables with the business rules, workflows and flow designer. On-Call is already configured for ensuring routing. May need to set up On-Call Preferences on a per user basis (impersonate to learn how it works per user) then use business rules and scripts to configure en-mass.
Do all the user numbers need to be registerd with twilio to recive text/whatsapp message.?As of now diff. ID and auth token is getting generated to recive the message
@@lingareddyp2286 Simply put no. To send a message to a user, the user's number only need be configured on the user's record and stored in an E164 compliant format. Anyone can send a message to your Twilio number, however you will need to set up your own workflows and processes to handle what to do with them, if they're not responses to built-in On-Call workflows. Twilio is just the telephony service provider with an API. You will need separate accounts or sub-accounts with their own numbers for each of your prod/non-prod instances. The accounts can only be connected to one instance at a time.
Hi Gaurav, The video is very nice, explanation is superb. Although I have a question, can an end user in serviceNow who is ITIL or non-admin set the conditions for triggering calls or SMS himself without using the workflow activities???.
For On-Call the Trigger Rules rota_admin is required. There are spokes available for flow designer that work with Twilio now. The admin teams may need to do some updates. The On-Call module is already configured and designed to work with Notify. Default workflows can be copied and modified. They're sometimes confusing but we've been able to explore it pretty well. Right now, we're struggling to define default SMS preferences by country (due to country specific international regulatory limitations) and having multiple Twilio numbers for localization and BYOD requirements.
Depends on the features available with the numbers purchased in Twilio, International regulations for purchasing numbers. We have a limitation to only use voice with India right now, due to recent changes in Indian Law, and regulatory requirements where we had to purchase a Toll Free number as a private offering from Twilio (speak to your Twilio rep). We're working on developing a solution using the workflows to decide which number is used based on the phone territory selected. We had to modify the user table's business and mobile phone fields to enforce E164 compliance, and set up a business rule enforcing the On-Call's "My Preferences" to limit these users to only voice and email. Text messages can go out from US numbers however do to international laws/regulations they cannot be replied to which breaks some automated workflows for acknowledgement. For the end user, they could also incur international SMS rates so it will be good to design your solution accordingly. Multiple numbers can be configured for use.
Thanks Gaurav. It was helpful. I'm looking to send a meeting invite (skype/Teams) from the major incident. When i copy paste the meeting invite, it converts to Text (into html) and the sms is not sent. Pls help me on this scenario.
Hi Gaurav, Thank you fr the video. We have the On-Call group mapped to Twilio number ad its all woking good. But we have a req where nly few leaders wants to receieve the SMS when a P1 gets generated. How can we achieve that?
If you're using the MIM Workbench to manage and On-Call this is pretty simple to set up with workflows and groups. Since we're trying to prevent accidental notifications (due data quality issues), we set up our trigger rules to only execute when Incident Tasks are manually created by the SD with a narrow set of conditions based on the parent Incident and the Incident Task to trigger the notifications to the on-Call groups. The logging happens in the task, and we set up auto closure of the task from the workflows. Triggers can be defined by users with the rota_admin role, and the workflows can be set up by the platform admins using the workflow tool. Alternately, Triggers and workflows can be created and defined in flow designer with the right Integration Hub subscriptions (As of today: Integration Hub Starter). So if you have a citizen dev program, some things could be done there by power users.
@@priyankapalaskar1302 There's some built in features when On-Call is configured with Notify using the assign by acknowledgement workflows. There are some default tables where inbound and outbound sms messages are logged and you can configure workflows, flows, and business rules to trigger different events and workflows.
Thank you...Very Good Explanation
Excellent work and quality of informaiton.
Very Good And simple video.....I liked It
That's awesome Gaurav. I do particularly like the quality of the video and distortion less audio which really grabs attention from viewers. Please post more videos in these series.
Very informative video Gaurav, Kudos to you!!
Its really awesome videos. Thank you so much Gaurav..
Awesome Video Gaurav....Keep building such video!!
Super video! I applauded for $2.00 👏
Wow, thanks!
Hi, can you send an SMS message without using Twilio? I want to simply send SMS messages to alert of an outage communication.
Thanks for great explanation. Awsm video!!
Thanks a lot for this awesome video.
Thank you gaurav ...
Great Information :)
The mobile number in the user record, does it need to be in a specific format like E.164, when using Twilio with ServiceNow on-call workflows?
Please make the video on servicenow CTI with genesys integration
Will the same notify workflow works to trigger sms to a group & has few group members?
How to activate the conference call tab in Workbench after the plugin activation ?
Actually users who are registered with twilio are only receiving the message from servicenow ,It is not sending the message to the user's mobile number which is mentioned in the user record
depending on what you're doing, should be able to pass in variables with the business rules, workflows and flow designer. On-Call is already configured for ensuring routing. May need to set up On-Call Preferences on a per user basis (impersonate to learn how it works per user) then use business rules and scripts to configure en-mass.
Do we have any video on receiving a call in servicenow using Twilio ?
Do all the user numbers need to be registerd with twilio to recive text/whatsapp message.?As of now diff. ID and auth token is getting generated to recive the message
Nope, thats not true. Use mobile will be taken from sys user table.
I need more clarification in this question .please anyone tell me
do all the user numbers need to be registered with twilio to recive the message.
@@lingareddyp2286 Simply put no. To send a message to a user, the user's number only need be configured on the user's record and stored in an E164 compliant format. Anyone can send a message to your Twilio number, however you will need to set up your own workflows and processes to handle what to do with them, if they're not responses to built-in On-Call workflows. Twilio is just the telephony service provider with an API. You will need separate accounts or sub-accounts with their own numbers for each of your prod/non-prod instances. The accounts can only be connected to one instance at a time.
can you make a video as you did here to send sms messages from phone, and create incidents. that would be awesome. either way, this is awesome video
Hi Gaurav,
The video is very nice, explanation is superb. Although I have a question, can an end user in serviceNow who is ITIL or non-admin set the conditions for triggering calls or SMS himself without using the workflow activities???.
For On-Call the Trigger Rules rota_admin is required. There are spokes available for flow designer that work with Twilio now. The admin teams may need to do some updates. The On-Call module is already configured and designed to work with Notify. Default workflows can be copied and modified. They're sometimes confusing but we've been able to explore it pretty well. Right now, we're struggling to define default SMS preferences by country (due to country specific international regulatory limitations) and having multiple Twilio numbers for localization and BYOD requirements.
Nice , but it is working for only my number not with other number so do every user has to register with Twilio ? Please explain .
They really didn't go into how this relates to the on-call module, and I wish they would because I think that's the most likely use case.
Whether the twilio send text SMS to global mobile users example for IST users ?
Depends on the features available with the numbers purchased in Twilio, International regulations for purchasing numbers. We have a limitation to only use voice with India right now, due to recent changes in Indian Law, and regulatory requirements where we had to purchase a Toll Free number as a private offering from Twilio (speak to your Twilio rep). We're working on developing a solution using the workflows to decide which number is used based on the phone territory selected. We had to modify the user table's business and mobile phone fields to enforce E164 compliance, and set up a business rule enforcing the On-Call's "My Preferences" to limit these users to only voice and email. Text messages can go out from US numbers however do to international laws/regulations they cannot be replied to which breaks some automated workflows for acknowledgement. For the end user, they could also incur international SMS rates so it will be good to design your solution accordingly. Multiple numbers can be configured for use.
Thanks Gaurav. It was helpful.
I'm looking to send a meeting invite (skype/Teams) from the major incident. When i copy paste the meeting invite, it converts to Text (into html) and the sms is not sent. Pls help me on this scenario.
Its hard to provide solution without seeing. Did you try sending normal text if it is sending or not.
@@SAASWithServiceNow Yes. I'm able to send normal text.
Hi Gaurav, Thank you fr the video. We have the On-Call group mapped to Twilio number ad its all woking good. But we have a req where nly few leaders wants to receieve the SMS when a P1 gets generated. How can we achieve that?
Use workflow to define the specific users you need to SMS based on priority, CI, etc..
If you're using the MIM Workbench to manage and On-Call this is pretty simple to set up with workflows and groups. Since we're trying to prevent accidental notifications (due data quality issues), we set up our trigger rules to only execute when Incident Tasks are manually created by the SD with a narrow set of conditions based on the parent Incident and the Incident Task to trigger the notifications to the on-Call groups. The logging happens in the task, and we set up auto closure of the task from the workflows. Triggers can be defined by users with the rota_admin role, and the workflows can be set up by the platform admins using the workflow tool. Alternately, Triggers and workflows can be created and defined in flow designer with the right Integration Hub subscriptions (As of today: Integration Hub Starter). So if you have a citizen dev program, some things could be done there by power users.
Thanks for the video. Can we respond back to the sms we receive from SN? and How?
Yes, you can. I think this is demo account so you cannot use all the features.
@@SAASWithServiceNow For incoming message, does it update the record somehow? or is there any configuration we need to do.
@@priyankapalaskar1302 There's some built in features when On-Call is configured with Notify using the assign by acknowledgement workflows. There are some default tables where inbound and outbound sms messages are logged and you can configure workflows, flows, and business rules to trigger different events and workflows.
Gourav in api in business rule script is showing wrong once checkit.Remaining all very very 👌
Hey, Can you specify which one?
I need a integration videos