OIC Integration: ServiceNow and Twilio Integration for Voice and SMS Notifications by Arpit Narula

September 28, 2020 Leave a comment

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Overview

The OIC REST Service built to integrate ServiceNow and Twilio in same flow enables automated ServiceNow incident creation and notification to support engineer about the same incident via Voice call and SMS instantaneously. With this OIC service in place, the support teams can be engaged almost immediately for any issue. This integration can be an enabler in implementing a shift from on-desk support to on-call support for priority incidents. As the interface to this service is REST API based, it can be plugged into any application/database/scripting language that supports a REST call.

Approach

To implement this service in OIC, we need to have a ServiceNow account and Twilio subscription. We also need to make several configurations in Twilio, like the number that will initiate outbound call, message to be relayed and certain security settings (I have detailed those in next sections). OIC DVMs hold the information on which support engineer to be called and their contact info. Once we have these setups in place, we can simply deploy this service on any OIC instance.

Twilio Configurations

I used a trail Twilio subscription to do this POC. Once you login into Twilio account, perform the following: Read the complete article here

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Technorati Tags: SOA Community,Oracle SOA,Oracle BPM,OPN,Jürgen Kress

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About Jürgen Kress
As a middleware expert Jürgen works at Oracle EMEA Alliances and Channels, responsible for Oracle’s EMEA Fusion Middleware partner business. He is the founder of the Oracle SOA & BPM and the WebLogic Partner Communities and the global Oracle Partner Advisory Councils. With more than 5000 members from all over the world the Middleware Partner Community is the most successful and active community at Oracle. Jürgen manages the community with monthly newsletters, webcasts and conferences. He hosts his annual Fusion Middleware Partner Community Forums and the Fusion Middleware Summer Camps, where more than 200 partners get product updates, roadmap insights and hands-on trainings. Supplemented by many web 2.0 tools like twitter, discussion forums, online communities, blogs and wikis. For the SOA & Cloud Symposium by Thomas Erl, Jürgen is a member of the steering board. He is also a frequent speaker at conferences like the SOA & BPM Integration Days, JAX, UKOUG, OUGN, or OOP.

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