Major Incident - Opt-in to Major Incident Text Notifications


ITS offers SMS notifications, in addition to regular email and push notifications, for the opening and closing of Major Incidents. These notifications are opt-in. To receive them, please follow the procedure outlined below OR fill out and submit this form.

In this article: 

Create Your SMS Profile

  1. Select the settings icon in the top right corner:
  2. Click the "Create Channel" button on the Notifications tab:"Create Channel" button in Notifications tab
  3. Add in your information and click Save. (NOTE: 10-digit phone number should be added with no dashes or other characters.)Sample information entered into notification form
  4. You should now see the new notification channel in the list:Text message number now appears on notifications list


Activate the Notifications

Now you need to tell ServiceNow which notifications about major incident you want to receive:

  1. Select the settings icon in the top right corner:
  2. On the notifications tab, search for "text":Search for "text" in notifications search bar
  3. Select ITS - INT - Major Incident Closed (Text) and / or ITS - INT - Major Incident Opened (Text) from the list.Option "ITS - INT - Major Incident Opened (Text)" highlighted in list
  4. Click the toggle box next to the Text Messages channel to activate SMS messages for this notification. It will turn green when activated. Note: You can ignore the "Primary email" channel for this notification. This message is an SMS notice only, and won't send anything else to your primary email, even if it is enabled."Text Message" section selected and enabled


Request Access to the Notification Group

Normally, major incident notifications only send to people on the internal watch list. However, in order to receive these text notifications, you need to be added to an AD group, managed by workstation lifecycle.

  1. Check to see if you are already a member of the group ITS-MajorIncidentDist
    1.  Open the Address Book in Outlook and find your name (likely found with Last, First name syntax).
    2. Double click your name and when your info shows up, click the Member Of tab.  Look to see if you are part of this group.
    3. If you are, you are done!
    4. If you are not, continue with step 2.
  2.  Create a general request, assigned to ITS-WorkstationLifecycle.
  3. In the description, ask to have your account added to the ITS-MajorIncidentDist group and provide them with your username.
  4. Wait for confirmation.

Once you have been added to the group, and you have successfully completed Steps 1 & 2, you will receive major incident notifications through your phone's text service. If you are testing this procedure in a sub-production instance, you will see a message similar to the following in the activity log: Email activity log regarding "Major INC Opened"  in ServiceNow

If you still have questions or need additional assistance, please use the 'Contact ServiceNow Team' form.