Usage

Integration

Flows

In Workflow Studio create or modify the flow/subflow you would like to add SMS functionality to. Select to add an action and under the Messenger spoke choose Send SMS. This will present three inputs:

1. Message content - add any message you want to send.
2. Destination phone number - add a E164 phone number (support for other formats and multiple numbers possible in future updates)
3. Basic Authentication - use the encoded key and secret prepared earlier

Script Module

In flow designer you can export a complete function template of the script usage of the action. The exported snippet will be similar to below (critical details shown here):

var inputs = {};
inputs['content'] = ‘MESSAGE BODY’ ; 
inputs['destination'] = ‘DESTINATION_HERE’; 
inputs['basic_auth'] = ‘ENCODED_AUTH_HERE’ ;
sn_fd.FlowAPI.getRunner().action('x_1319575_message.send_sms').inForeground().withInputs(inputs).run();

API

For more advanced scripting, directly invoke our API:

curl --location 'https://servicenow.jungledrum.com/v1/sendSms' \
--header 'Authorization: Basic ENCODED_AUTH_TOKEN' \
--header 'Content-Type: application/json' \
--data '{
   "destination_number": "+64229998888",
   "content": "Hello world!"
}'

Receiving SMS new in v1.1

Any SMS received on your messaging provider will be stored in your ServiceNow instance as records on the Inbound Messages table. Many other SMS integrations to CRMs are restricted to only serve you replies but in ServiceNow we see value in connecting your messaging for unsolicited inbound so your can have processes initiated by your customers or other stakeholders via SMS.

As with sending this table is accessible via script or flows with the table id x_1319575_messenge_inbound_messages allowing you to trigger actions upon receiving new messages such as adding a comment to the senders open incident or searching the data for a more advanced use case like stakeholder sentiment analysis.

Hub Reporting

Our integration provides metadata tags on your messages to make reporting on your ServiceNow messaging usage simple. In the Hub, navigate to ‘detailed reports’ and open the ‘advanced filters’ to reveal the ‘metadata’ filters. Here you can filter by the key-value pair of Source and ServiceNow as seen below which will extract just your ServiceNow created messages isolated from any other sending methods you may use like the Hub or email to sms.