Installed with Legacy Notify

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

Tables

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.

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 call using 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 Alert [incident_alert] Adds a link to the Incident Alert 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 Alert Incident Alert [incident_alert] Sends an SMS to any default contacts added when an incident alert record is created.
Conference Call Allowed Incident Alert [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 alert'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 alert'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.