Installed with Legacy Notify

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Installed with Legacy Notify Extend ServiceNow AI Platform capabilities

    The Legacy Notify plugin enhances ServiceNow's capabilities by adding various components such as tables, user roles, and scripts. This content specifically pertains to the Legacy Notify application, which existed before the Geneva release.

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    Key Features

    • Tables: Several tables are added or modified, including:
      • Answer: Stores possible answers for SMS questions.
      • Conversation: Maintains conversation thread information.
      • NotifyNow Conference Call: Contains records for conference calls.
      • Participant: Details about individual participants in conference calls.
      • SMS Messages: Holds information on SMS messages sent.
    • Properties: System properties are introduced to manage conference call settings, Twilio configurations, and message handling.
      • glide.notifynow.twilio.accountsid: Twilio account ID.
      • glide.notifynow.fixinvalidphonenumber: Enables automatic correction of invalid phone numbers.
    • User Roles: A new user role, notifynowadmin, is provided for administrators managing Notify functionalities.
    • UI Actions: UI actions facilitate initiating conference calls and inviting participants.
    • Script Includes: JavaScript classes to support conference call initiation and user management.
    • Business Rules: Automated actions such as sending SMS upon incident creation and logging conference call activities.
    • Workflow Activities: Activities for sending SMS and email notifications related to incident management and on-call assignments.

    Key Outcomes

    By activating the Notify plugin, ServiceNow customers can streamline communication through SMS and conference calls, manage participant interactions efficiently, and automate notification processes for incident management. This ultimately leads to improved response times and enhanced incident management workflows.

    Activating the Notify plugin adds or modifies tables, user roles, script includes, and other components.

    Note:
    This content applies only to the Legacy Notify application, available prior to the Geneva release. For information about the Notify application available starting with Geneva, see Notify.

    Tables

    Notify adds or modifies the following tables.

    Table 1. Tables
    Display Name [Table Name] Description
    Answer [notifynow_answer] Information for possible answers to the SMS question sent.
    Conversation [notifynow_conversation] Information for the conversation thread.
    NotifyNow Conference Call [notifynow_conference_call] Information for conference call records.
    NotifyNow Participant Session [notifynow_participant_session] Information regarding conference call sessions for individual conference call participants.
    Participant [notifynow_participant] Information regarding individual conference call participants.
    Question [notifynow_question] Information for the possible questions in the SMS.
    Response_action [notifynow_response_action] Information for the notify response action associated with the question.
    Response_choice [notifynow_response_choice] Information for the notify response choice associated with the question.
    SMS Messages [notifynow_message] Information for the actual SMS messages sent.

    Properties

    Notify adds the following system properties.

    Table 2. Properties
    Property Description
    glide.notifynow.frequent_participant_count The number of frequent conference call participants to be displayed.
    glide.notifynow.voice The voice used for Notify communications.
    glide.notifynow.twilio.accountsid The Twilio account AccountSID.
    glide.notifynow.twilio.token The Twilio account AuthToken.
    glide.notifynow.twilio.phonenumber The Twilio number that Notify will use.
    glide.notifynow.twilio.answering_machine_detection A boolean flag to enable or disable answering machine detection. Set to true to use answering machine detection. Set to false to continue the call.
    nn.thread.release.age The number of days after which the conversation thread release time runs out. Defaults to 10 days.
    glide.notifynow.conference_call.code.pattern The pattern used to generate a conference call code for public conference calls. Number signs (#) in the pattern are replaced with random numbers when a code is generated.
    glide.notifynow.fix_invalid_phone_number A boolean flag to enable or disable automatic correction of invalid phone numbers. Twilio might incorrectly prefix non-US phone numbers with 1. When this property is true, the instance automatically removes the 1 for non-US calls. When this property is false, you might be incorrectly identified when reconnecting to a callusing SMS.

    User Roles

    Notify adds the following user roles.

    Table 3. User Roles
    Role Contains Roles Description
    notifynow_admin None Administrator with privileges for Notify functionality.

    UI Actions

    Notify adds the following UI actions.

    Table 4. UI Actions
    UI Action Table Description
    Initiate Conference Call Incident Communication Plan [incident_alert] Adds a link to the Incident Communication Plan form, if that plugin is activated, which displays a dialog box for starting a conference call with selected participants.
    Invite to Conference Call NotifyNow Conference Call [notifynow_conference_call] Adds a link to the Notify Conference Call form which displays a dialog box for adding more users to an active conference call.

    Script Includes

    Notify adds the following script includes.

    Table 5. Script Includes
    Name Description
    IncidentAlertConferenceCall A utility JavaScript Prototype class allowing users to initiate the conference call and add other users to the conference call. Should be used in conjunction with the slushbucket UI page (notifynow_participant).

    Business Rules

    Notify adds the following business rules.

    Table 6. Business Rules
    Business Rule Name Table Description
    SMS on new Incident Communication Plan Incident Communication Plan [incident_alert] Sends an SMS to any default contacts added when an incident communication plan record is created.
    Conference Call Allowed Incident Communication Plan [incident_alert] Displays or hides the initiate conference call UI action by storing true or false in 
    g_scratchpad.conferenceCallAllowed
    .
    Update Conference Call Started IA Activity NotifyNow Conference Call [notifynow_conference_call] Logs when a conference call started by writing to an incident communication plan's comment field if the source record is from the incident_alert table.
    Update Conference Call Finished IA Activity NotifyNow Conference Call [notifynow_conference_call] Logs when a conference call ended and what actions the conference call participants took by writing to an incident communication plan's comment field if the source record is from the incident_alert table.

    Workflow Activities

    Notify adds the following workflow activities.

    Table 7. Workflow Activities
    Activity Name Activity Category Description
    Send Notify SMS Notify Sends an SMS message (maximum 1600 Characters) to an E.164 compliant mobile phone number of the selected recipients and/or groups.
    Send Notify SMS Question Notify Sends predefined SMS Question message (maximum 1600 Characters) to an E.164 compliant mobile phone number of the selected recipients and/or groups. This is one of two main activities for workflow On-Call Assign by Acknowledgement. In a predefined message, the recipient is asked to assign himself to a newly created incident. The same message also contains predefined answers.
    Send Email Question Notify Sends email generated from email template containing notification that recipient is the current On-call resource for a newly created task. This is one of two main activities for the workflow On-Call Assign by Acknowledgement. In a predefined message, the recipient is asked to assign himself to a newly created incident. The email contains two links that enable the user to accept or reject assignment.