How to set up Problem Escalation to send an SMS
Problem Escalation (PE) enables to inform responsible people not only by an email, but also by an SMS sent to their mobiles.
1. Enter a mobile number in user's profile (can be done by the system administrators only)
2. Choose the SMS option in the Channels section of your Escalation Template, or directly in the Problem Escalation, if you are allowed to set it up.