Hello Developers,
Till now, in this series of articles, we had setup Twilio, integrated it with Notify and tested our configurations. Now it's time for fun and using the Twilio functionality in ServiceNow to make calls, send messages, using it to reduce the time of incident resolution and what not?
In next few articles we will be trying our hands on actual development, though I will not be able to cover all the business scenerios as well as the Premium features available to only Twilio users with PAID accounts. I'll recommend you to go through both Twilio / ServiceNow official documentations to learn more and use it in your projects.
In this article we will get an idea about Using Notify with tasks.
Notify allows you to initiate conference calls and send SMS alerts from task records.
Step 1) Navigate to any task record, such as an incident or change request. In this example we will navigate to an Incident record.
Navigate to Incident > Open and open any of the Incident.
Now the screen will be somewhat like this :
Step 2) Scroll down a bit to find 'Related Links' section and click the 'Start conference call' related link.
You'll get a pop-up :
Step 3) Select one or more Recipients to participate in the conference call.
The Caller (Opened by) of the incident will be added as a participant by default. You can add Resolver (Assigned to) from Recommended list to Selected list of participants.
More participants can be added manually by search :
Step 4) Include a brief message for participants and Click Start.
The Conference call will start and the selected participants will receive a conference call :
and a text message with conference details :
Your will receive an Info message on console with Conference number :
And the information will also be captured in activity stream/ work notes of an incident.
Any conference call records created from a task are associated with that task. You can view associated conference calls from the task record in the Conference calls related list. You may need to configure the form to add the related list.
Step 5) Navigate to the form view you want to add a related list to. Right-click the form header and click .
Step 6) Select Conference calls from slush bucket and click 'Save'.
Now you will be able to see the related list and conference details on incident form :
So, we have used Notify to start conference calls from an incident record. This functionality is available for all tables that extend the Task table, such as incident, problem, or change request.
All calls and messages made from tasks are initiated using a single Notify phone number (E.164 or short code). You can configure which phone number is used by setting the property glide.notify.task.phone_number.
Notify must be set up before you can use Notify on task. We already made the following configurations in our previous steps mentioned in earlier articles in this series, so you don't need to worry about it.
Ensure there are Notify phone numbers (E.164 or short code) in number groups with phone call workflow.
Use glide.enable.notify_on_task property to enable Notify integration for Task table and its extensions. Entering phone number in glide.notify.task.phone_number property is equivalent to setting glide.enable.notify_on_task to true.
Read more about Manage conference calls on task & Send an SMS alert from a task at ServiceNow Docs, those are similar concepts.
In the next article we will create a custom Macro that will allow the resolver to directly make a conference call to the caller of the incident.
Please ping me your queries here in the comments or post a question in the community, we would love to help.
Thank you.
Vishal Ingle
ServiceNow Certified System Administrator
DxSherpa Technologies Pvt. Ltd.
Pune, MH, IN.
