×
 
 
  •  
$helper.renderConfluenceMacro('{bmc-global-announcement:$space.key}')

 

This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.
Remedy IT Service Management Suite 8.1 Using

Using social collaboration

This release of BMC Remedy ITSM integrates chat functionality, RSS feeds, and Twitter notifications with the BMC Remedy ITSM applications. Users can now use these tools to collaborate with IT support users, such as Service Desk agents, or as additional notification options.

Note

For information about configuring social collaboration options, see Configuring social collaboration.

The following topics are discussed:

Chat integration

The chat functionality enables BMC Remedy ITSM users to initiate one-on-one or group live chat sessions in the context of a specific record (for example a change record) from within the BMC Remedy ITSM applications. Using this functionality, IT support users can chat with other IT support users and initiate collaborative resolution of an incident or management of a change, among other actions. Administrators can configure the application to save these chat sessions as a work info entry within the record.

Note

 This integration is not intended for chat sessions between end users and IT.

For more information about using chat, see Using chat.

RSS feeds

BMC Remedy ITSM enables users to broadcast certain events using the Broadcast Messages functionality. BMC Remedy ITSM integration with RSS feed enables access to specific BMC Remedy ITSM information using an RSS reader as an alternative mechanism. Administrators can configure different RSS feeds to which users can subscribe to. Out of the box, an RSS feeds for Global Public Broadcast messages is provided.

For more information about subscribing to RSS Feeds, see Subscribing to RSS feeds.

Twitter integration

The Twitter integration enables IT support users to propagate public and global BMC Remedy ITSM broadcast messages to a Twitter account so that users who follow the account receive the messages. The Twitter account must be configured before users can receive updates. Out of the box, this feature is supported only for broadcast messages that are Public and provided for the Global company.

For more information about receiving BMC Remedy ITSM broadcasts on Twitter, see Receiving BMC Remedy ITSM broadcasts on Twitter.

Related topics

Enabling chat, Twitter notifications, and RSS feeds
Configuring chat settings
Defining RSS feeds
Configuring the Twitter integration

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Last modified by Priya Shetye on Feb 27, 2014
concept twitter rss_feeds social_collaboration chat

Comments

Log in or register to comment.

Using BMC Atrium Service Context
Using chat
© Copyright 1996 - 2018 BMC Software, Inc. © Copyright 1996 - 2018 BladeLogic, Inc.
Legal notices

Powered by Atlassian Confluence and Scroll Viewport

© Copyright 2005-2023 BMC Software, Inc. Use of this site signifies your acceptance of BMC’s Terms of Use . BMC, the BMC logo, and other BMC marks are assets of BMC Software, Inc. These trademarks are registered and may be registered in the U.S. and in other countries.