Out in Australia where things like TelAlert are non-existent we have successfully performed SMS'ing using two solutions. both involved altering the notification engine to assist and creating a form similar to the Send Email form from xxx management console. Were instead of an email address we asked for a Group (for multiple phone numbers) or an entered phone number. When the notification was processed and it was for an SMS rather that an email we could branch off and invoke specialised send method.
We then on one instance sent an email to SMS Service provider (external company) who generates the actual SMS or push a URL to a web server When we push to a URL we used CURL. On Unux/Linux we had and engineer write a script that allowed the SMS to be sent asynchronously. Here Remedy would invoke initial script for validity checking etc., if OK SMS text was sent to a special Printer, the invoked printer called a script to 1) strip special chars from text (using SED) and to invoke CURL. Monitoring of a linked log allowed use to monitor success or failure. The URL destination was a server that ran an SMPP service that generated an SMS. Many SMS Service providers provide similar web capabilities and web services to enable you to connect and send a message. Stuart Schon Service Desk Systems - Manager Fujitsu Australia Limited From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Wednesday, 5 June 2013 10:03 PM To: arslist@ARSLIST.ORG Subject: Re: SMS ** Joe, I'm not an expert but have been given some insight into of differences between SMS and Email. Some of those conversations were with very knowledgeable folks that support the TelAlert product and some from sales engineers with AT&T. If memory serves me correct, SMS is part of the voice channel. Receiving an SMS requires less signal of a shorter duration that the data connection requires for email. While we think mobile phone technology is everywhere I go to some regions of Virginia where AT&T does not have much of a presence. Getting email and SMS can be a challenge. There are times when hiking ridge tops, we will pick up enough of a signal that we can receive/send an SMS. It's not strong enough to receive/send email. I know this is an extreme example but the same analogy can be made deep in a building or a shielded data center. Email also does not have a routing priority associated with it. You will get the email but it might be in seconds, minutes, or hours. Hours can be extreme these days but it can happen. TelAlert is configurable to use messaging applications like AIM and Yahoo. Not sure about Skype or Gtalk as these are more recent additions to that space. However they are probably looking at how to integrate them. Dave. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, June 05, 2013 5:27 AM To: arslist@ARSLIST.ORG Subject: Re: SMS ** That's a good case for when your system is provisioning services for internal customers - agreed there. I still am in favor of seeking possibilities to integrate to messaging applications like Skype or AIM or Yahoo or GTalk in case they have published integration points like WSDL or their API's. Its just kind of hard to sell some of those ideas to most managements who evaluate their options using dollars and cents - pounds shillings and pence.. :-) Joe ________________________________ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Tuesday, June 04, 2013 9:57 PM To: arslist@ARSLIST.ORG Subject: Re: SMS Joe, I can be hard to send email to alert your email team that the email server is down. Dave On Jun 4, 2013, at 8:16 PM, "Joe D'Souza" <jdso...@shyle.net> wrote: ** I just had another thought on this (which was honestly fueled by a discussion I had with a fellow Remedy developer at the WWRUG on a similar related topic about integrating into popular messaging/chat systems.) With almost a good 70 to 80% of us who have phones that are email capable, do you really want to spend whatever it needs to have your system send an SMS message in this day and age? Most phones are perfectly capable of receiving emails from at least 1 email address. So why not just send an email? Chances are 100% of phones in the very near future will be email capable. So it really goes down to whether it's worth spending the time and money it needs to stage a system that is SMS capable, to bridge the gap of those users that do not have email capable phones. The larger that gap, the more sense it might make to invest in that system. Just a thought. Joe ________________________________ From: Joe D'Souza [mailto:jdso...@shyle.net] Sent: Tuesday, June 04, 2013 3:46 PM To: ARS Discussion List Subject: RE: SMS True about web services being perhaps a lot cheaper option if available. Great suggestion. Joe ________________________________ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Steve Kallestad Sent: Tuesday, June 04, 2013 3:34 PM To: arslist@ARSLIST.ORG Subject: Re: SMS ** Telalert got *very* expensive and full of unnecessary bells and whistles. (they bundle it with their own help desk software and do voice recognition if I remember correctly, things like that) I still see telalert out there at a few customers, but most people are using SMS to email gateways or blackberry. I think if you contact them they will still sell licenses for the old version that is strictly for paging, but they don't advertise it. There are a number of web services that are open for integration that will confirm delivery, but my experience with testing them out is that they are about as reliable as the email gateways but with the email gateways you can contact the telco about fixing delivery problems (like if your email servers get flagged as a spammer) Integrating with a SIM card device / hosted provider is expensive and takes a long time for approval mainly because it's generally used for advertising and even with all the alerts remedy sends, the volume will fall far short of what those are typically used for. If you want to receive messages as well - it's a choice of either hosting a SIM card or leveraging a web service. Some providers will post the inbound messages to a web service, others convert it to an email, and others will allow you to poll a web service. On Tue, Jun 4, 2013 at 12:17 PM, Joe D'Souza <jdso...@shyle.net> wrote: ** EtherPage <http://www.ppt.com/perl/itgui.pl?handler=home/index> was a tool I used a really long time ago, that can do it. They had changed owners once and I do not recall the entire history but it appears like they are still around. Another tool that I used was TelAlert <http://www.mir3.com/telalert/> . It used to be bundled with Remedy. In my experience I found EtherPage a little more easier to setup and maintain way back then. The dynamics may have changed by now. Joe PS: I am not sure if the hyperlinks I have attached to these products are accurate. Didn't have the time to verify. ________________________________ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, June 04, 2013 3:07 PM To: arslist@ARSLIST.ORG Subject: SMS Has anyone done an integration with ARS and sending/receiving SMS text messages? 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