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

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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