Summary:

Acknowledging alerts via SMS is not working for JSM sites hosted in the Canada region(potentially for sites hosted outside the EU and US regions)

Steps to Reproduce:

1. Have a JSM Cloud site hosted in the Canada region
2. Configure alert notifications to be sent via SMS (Twilio)
3. Trigger an alert that sends an SMS notification to a user
4. User replies to the SMS to acknowledge the alert using "ack <alert tiny id>" but it fails

Current State:

The incoming SMS is routed to US west via the static Twilio API Gateway endpoint. Since the alert data resides in the Canada region's database, the US west region cannot locate or process the acknowledgment. The SMS ack fails when replied with the below:

• "ack <alert tiny id>" or
• "ack alert <alert tiny id>"

Proposed Future State:

The SMS acknowledgment should be received and processed by the correct regional JSM infrastructure, and the alert should be acknowledged successfully.

Alternative (e.g. Third Party Plugin):

Currently there is no known workaround for this behavior