Before you start
You need admin access to ServiceDesk Plus MSP and a BulkSMS account with credits.
BulkSMS is a built-in SMS provider in the MSP edition of ServiceDesk Plus.
Choose BulkSMS as the SMS gateway
Go to Admin > Organization Details > SMS Notification Settings.
Set SMS Gateway Provider to BulkSMS and enter your BulkSMS username and password.
Tick Send SMS messages using Unicode characters if you send in languages that don't use the Latin alphabet.
Click Send a Test SMS to check it works. The page shows your available BulkSMS credits and warns when you have fewer than 10.
Set up who gets texts and when
Add each technician's mobile number, with country code, under Admin > Users > Technicians.
In Notification Rules, turn on SMS alerts such as Alert technician by SMS when a request is assigned. You can also send SMS from Custom Triggers.
Troubleshooting
The test SMS fails: check your BulkSMS username and password, and that your account has credits.
Messages arrive as junk characters: turn on the Unicode option.
You can see every message and its delivery status under Sent Messages in BulkSMS.
All setup and ready to go!
If you have any questions, please contact our support team. Include your account name and put ServiceDesk Plus in the subject line, and we'll be happy to help.
See also ManageEngine's SMS Notification Settings help page.