Setting up Notify - How to read the Docs - Twilio Part 3

Hi Developers,

In last two articles in this series we have learnt how to setup the Twilio and how to configure Twilio with ServiceNow Notify.

In this article we will see how to setup Notify, so that we will be able to use the Twilio functionality for our future development activities in ServiceNow. In order to proceed with this article you need to have setup done which was explained in previous two articles.

 

Step 1) Navigate to Notify > Numbers.

Phone numbers and short codes are provided by Twilio once the account is successfully connected and are stored on the Notify Phone Numbers [notify_number] table.

A short code is a 5 or 6-digit number that can send and receive messages with mobile phones.

 

Step 2) Click the appropriate phone number from the list.

Step 3) Select the appropriate Notify Group

Here, we will select 'Notify On Task Group'.

Associate each Notify number to a number group to use inbound and outbound workflows. Number groups allow you to control which workflows run when using the phone numbers in each number group.

Each phone number can only be associated with one number group.

Step 4) Click 'Update'. your list will now look somewhat like this :

Step 5) Navigate to Notify > Administration > Notify Properties

Step 6) Set glide.enable.notify_on_task property to 'true'

This property will enable Notify integration for Task table and its extensions.

Step 7) In new tab, Navigate to https://www.twilio.com/console and copy the phone number (In our example,TRIAL NUMBER)

Step 8) Set the number copied from previous step to glide.notify.task.phone_number property.

This Notify phone number will be used for sending SMS-s and starting conference calls from any record that belongs to the task table (or a table that extends the task table).

Step 9) Set the number copied from previous step 7 to com.snc.on_call_rotation.notify_webrtc_number property. and click 'Save'

This will enable On-Call integration with Notify which allows On-Call users to directly call people on rosters from the browser.

You can read about all the Properties installed with Notify here

Remember, The number must be entered in E.164-compliant format. 

E.164 numbers are formatted [+] [country code] [subscriber number including area code] e.g. +15152985093. 
You can read more about it at https://www.twilio.com/docs/glossary/what-e164

 

Congratulations, Now we are all set to use Notify module of ServiceNow to leverage the functionalities of Twilio.

But, It's always better to test your integration and configurations before proceeding forward with the development.

So in the next article we will be testing the Twilio configurations and then we will start with actual development of business requirements.

Please leave your feedback so that i can improvise the content.

Thank You.

Vishal Ingle

ServiceNow Certified System Administrator

DxSherpa Technologies Pvt. Ltd.

MH, IN.