Forums

Expand all | Collapse all

Sending SMS notification after service request submitted by VIP to support team using xMatters

  • 1.  Sending SMS notification after service request submitted by VIP to support team using xMatters

    Posted 8 days ago
    Hi, 

    I would like to know if anyone used Cherwell SMS option to send Notification via xMatters. I need to send a notification via SMS only if submitter of the service request is a VIP. 

    The receiver of the SMS can have a profile in the xMatters. Can a user group be used for this? and more questions... 

    Thank you,
    #Integrations

    ------------------------------
    Ali Soltankashefi
    American Family and Assurance company of Columbus
    ------------------------------


  • 2.  RE: Sending SMS notification after service request submitted by VIP to support team using xMatters

    Expert
    Posted 8 days ago
    I've used SMS a lot in the past. It's as simple as setting up an automation process to trigger upon creation of a ticket where the customer is flagged as a VIP (or you can include all of this in your save action when a new ticket is saved, if you want) - and then you just send an email to the customer's number@carrier.com

    Presuming you're doing this from an Incident, when the customer is linked to the incident via a relationship, you can check via that relationship to see if the 'VIP' field (whatever you've named it) is set to TRUE (again, whatever type of field you create will change this value; I'm assuming it's a logical field) and then grab their SMS number from their customer record and fire away the email with whatever body text you need.

    ------------------------------
    Graham Moore
    ------------------------------



  • 3.  RE: Sending SMS notification after service request submitted by VIP to support team using xMatters

    Posted 7 days ago
    Just on this - If anyone is interested ClickSend SMS Gateway is SUPER handy and easy. It supports the number@xxxx.com format as well as REST API which is super easy to intergrate with Cherwell. Havent had any issues with them and because its API you don't need to rely on the third party (email provider)'s server crapping itself, and the delay this also has.

    ------------------------------
    John Dipasquale
    Western Health
    ------------------------------



  • 4.  RE: Sending SMS notification after service request submitted by VIP to support team using xMatters

    Posted 6 days ago
    Thank you Graham and John. I will try your suggestions.

    ------------------------------
    Ali Soltankashefi
    American Family and Assurance company of Columbus
    ------------------------------