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Tl;dr: To deliver an SMS message to a Singapore phone number, the Singapore government now requires organizations to have a subsidiary in Singapore; otherwise, SMS messages will be blocked from being delivered. Because Atlassian does not have a legal entity in Singapore, on August 1st SMS notifications for Singapore phone numbers will be disabled in Opsgenie and Jira Service Management. Users with Singapore phone numbers will continue to receive alert notifications in all other notification channels including email, voice, and mobile app. Read on below for the details of this change.
The Singapore government now requires organizations that send SMS messages to Singapore phone numbers to register their sender IDs with the Singapore Network Information Center (SGNIC). To register with the SGNIC, organizations must have a local unique entity number (UEN), and to receive a UEN, an organization must have a subsidiary in Singapore. Organizations that don't meet these criteria will have their SMS messages to Singapore phone numbers blocked.
Atlassian does not have a subsidiary in Singapore, so on August 1st, 2023, SMS notifications will be disabled for Singapore phone numbers. All other Opsgenie and Jira Service Management notification channels will continue to work and be delivered to users with a Singapore phone number including email, voice, and mobile app.
To inform affected customers, we are sending an email to Opsgenie and Jira Service Management customers who have subscribers with a Singapore phone number receiving SMS alerts.
In product, we’re adding banners that communicate this change across the notification templates, and notification setup screens in Opsgenie as depicted below.
Action Required for Site Admins: Review Central Notification Templates
Site admins should review their notification templates to ensure that any existing templates have alternative notification channels included so users with Singapore phone numbers continue to receive notifications after July 31st.
Action Required for all responders and site admins
Review and adjust your notification rules to ensure that you will receive notifications after SMS notifications are disabled on August 1, 2023.
What existing Singapore SMS Subscribers will see through July 31st, 2023:
A warning message, shown below appears on the Notification screen.
After July 31st, the SMS contact method is disabled for Singapore phone numbers.
Notification rules that include Singapore phone numbers
Through July 31st, a warning appears at the top of the Notification rules screen with a link to this community post for more information.
After July 31st, the SMS contact method is disabled for any SMS notification rule for a Singapore phone number.
What New Singapore SMS subscribers will see:
Beginning on July 24th, 2023 when a user attempts to add a Singapore phone number, a warning message appears, and a non-Singapore phone number must be added to proceed with setup.
We’re sorry to have to make this change to meet these new regulations in Singapore, and we realize it’s a big disruption to Opsgenie and Jira Service Management users’ workflow. We’re working with our product and Legal teams to see what we can do to bring SMS notifications back to users with Singapore phone numbers and will update you all as we learn more.
Please leave your questions and comments below and we will jump in and answer them.