When a server goes down, or a critical issue is reported by your customers — your team swings into action but, you have to contact your team promptly. SMS and Voice calls are two channels of communication that are popular for alerting and notification.

In this article, we will be creating an IncidentNotification API intelligent enough to decide based on incident severity to send SMS or a voice call to the support engineers using Twilio cloud messaging platform. We will be building the API using Kumologica. Kumologica is a free low-code development tool to build serverless integrations. You can learn more about Kumologica in this medium article or subscribe to our YouTube channel for the latest videos.

Use Case

In this use case, we have an IT service desk operator who will be receiving a call from the customer regarding an issue with the application. The service desk operator takes the details and raises a ticket on the ITSM (IT service management) tool and gets the ticket number. The IT service desk operator then uses the Slack channel to notify the support engineer. In order to notify the service desk operator types the following slack command in the channel /ticket <>.

The API will fetch the support engineer contact number and severity of the incident using the ticket number from ITSM datastore. In this use case we will assume DynamoDB as the ITSM datastore. Now if the severity of the incident is P3 or P2 the flow will route the call to Twilio for sending a SMS with a specific ticket details. If the severity is P1 then route the call to Twilio for making a voice call with a specific message.

#integration #aws #serverless #microservice #aws lambda #low code #twilio