SapphireIMS service desk provides the feature to create templates for SMS notification. SMS notification can be sent in the same way that e-mail notification is sent with the facility to send notifications to more than one role.
1. Click
Service desk Settings, click project configuration 
to configure SMS rules for the project selected
2. In the Settings panel, click '+' to expand "Email & SMS Notifications". Click SMS Notification Templates -> Add
3. Enter a user friendly title and description for the SMS template
4. Select fixed fields and custom fields/additional fields to appear in the template.
5. Edit the Body or SMS content and click Add
6. In the Settings panel, click SMS Notification Rules to add SMS notification rules as shown below
The fields are described below.
Sr. No |
Field Name |
Description
|
1
|
State
|
Check the option for which the rule has to be defined
|
2
|
To
|
Select
the role to whom the notification has to be sent
|
3
|
SMS
Template
|
Select
the SMS template to be sent
|
4
|
ACN
(Additional contact number)
|
Check this box and enter external contact number if any in order to send the SMS to an additional recipient. |
5 |
Advanced Settings |
Click on '+' to expand the advanced settings bloc. The Advanced Settings allows you to configure SMS notifications on events irrespective of the state of the record. If you check the box for any event, you need to also do the following. Select the recipients as well as the SMS Template. Check the ACN box and enter the external contact number if any. |
6 |
SMS on Update |
Check this box to send an e-mail on update of the service desk records. |
7 |
SMS on Enclosure |
Check this box to send mail if an enclosure is added to the service desk record using the template selected from the drop down box. |
8 |
SMS on Workgroup Update |
Check this box to send mail when the service desk record is allocated to a Workgroup or when the Workgroup is modified. You can select the current workgroup as a recipient so the notification gets sent to both the current and the new workgroup members. |
9 |
SMS on Project Transfer |
Check this box to send mail on project transfer using the template selected. |
Custom SMS parameter configuration
Click 
'custom SMS notification
configuration' icon to view
custom SMS configuration window.
Select the SMS template and enter the parameters as follows:
$Parameter Name for fixed fields and $$Parameter Name for additional fields