SYNERGY SMS Plugin

About the plugin

SYNERGY SMS is a plugin that integrates Ivanti Neurons for ITSM with Twilio to provide an additional communication channel. It enables notifications for team members and recipients about any critical events through text messages.

SMS messages can be easily customised and sent based on pre-defined rules to specific or dynamic team members, teams or any recipients with known mobile phone numbers. All occurrences are logged in the activity history for traceability and auditing. This plugin uses Twilio as the service provider and requires a Twilio subscription.

Why do you need it?

IT system administrators and business users often ignore emails or read them too late due to inbox overload from spam and work-related messages, as well as the lack of audible alerts that demand immediate attention.

Why is it important?

SMS messaging prevents financial or reputational losses in various scenarios.

For IT, network outages affect multiple users and teams receive instant notifications to start troubleshooting, which prevents extended downtime. Security breaches compromise data integrity and IT staff get alerted to contain threats, which reduces risks of further exploitation. Server failures disrupt critical applications and on-call engineers respond faster via SMS, which restores services sooner to maintain operations.

For business, email system downtime halts communications and executives stay informed through SMS updates, which decreases productivity losses during resolution. Customer-facing service interruptions impact revenue and business stakeholders receive priority alerts, which helps manage client expectations to preserve relationships. Compliance violations risk fines and relevant parties get notified immediately, which enables corrective measures to avoid regulatory penalties.

Key features:

• Automatic SMS messaging based on pre-defined rules: Text messages are sent when conditions match pre-defined rules. Alerts reach users on smartphones right away. Teams act on urgent issues faster, which cuts downtime and raises service quality.
• Manual SMS sending to existing contacts or by phone number: Recipients are selected from the address book or numbers are entered directly by users. The process allows quick, flexible communication. Staff handle varied situations well, which boosts teamwork and speeds up resolutions.
• Message logging in activity history: All sent messages are recorded by the system. Records create a clear audit trail for tracking. Organisations keep precise logs, which aid decisions and meet compliance needs.