This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Configuring the Twitter integration

BMC Remedy ITSM enables users to receive notifications via external notification applications. This capability is used to enable notifications via Twitter. For users to be able to receive notifications, the BMC Remedy ITSM administrator must create a functional account that receives notifications configured to be sent to Twitter and passes them to the external notification application. In the case of Twitter, BMC Remedy ITSM receives the notifications and sends them to a Twitter account linked to the BMC Remedy ITSM system. Users can follow the BMC Remedy ITSM Twitter account using their personal Twitter accounts to receive and view the BMC Remedy ITSM notifications.

Note

Ensure that internet connectivity is available on the computer where you are mapping the user to a Twitter account and also on the computer where the plug-in server is running. Additionally, ensure that access to the Twitter account from BMC Remedy AR System is not blocked by any firewall.

Recommendation

Create the BMC Remedy ITSM Twitter account specifically for communicating BMC Remedy ITSM notifications; do not use or create a personal Twitter account. Set up the account to require explicit approval before users can follow it. The Twitter account must be authorized before it can be associated with a BMC Remedy AR System user.

BMC recommends that users use company-specific accounts, not personal accounts, to follow the BMC Remedy ITSM Twitter account. These company-specific accounts should be tied to the company email in the users' People record, and the BMC Remedy ITSM Twitter account should accept only accounts with a company email address as followers.

This restriction allows only company employees to follow and receive notifications from the Remedy ITSM Twitter account. When an employee leaves the company, that employee can no longer receive notification email messages from the BMC Remedy ITSM Twitter account. The company should make it a part of their off-boarding process to "Unfollow" that account.

To create and authenticate a functional Twitter account for BMC Remedy ITSM

  1. Select Application Administration Console > Custom Configuration > Foundation > Social Collaboration > External Notification Registration.
  2. Click Open.
    The Configure External Notification Registration form is opened in the Search mode.
  3. From the menu at the top of the page, select New Request.
  4. Enter details in the following mandatory fields:

    Field name

    Description

    Company

    Select Global.

    Notification Content

    Select the content for which you want to send notification. Currently, only BMC Remedy ITSM Broadcast is supported.

    AR Functional User

    Enter the user name of the BMC Remedy AR System user to whose account you want to associate the Twitter account. The field lists valid suggestions as you enter the user name. Select the appropriate user name from the list.

    Notification Mechanism

    To receive notifications on Twitter, select Twitter.

    Associated Account Name

    Enter the user name of the Twitter account that is used to communicate BMC Remedy ITSM notifications.

    This account should be the Twitter account created specifically for communicating BMC Remedy ITSM notifications and not a personal Twitter account.

    If you have already associated this Twitter account, the PIN field is disabled. Click Authorize Account to reauthorize the Twitter account.

  5. Click Authorize Account.
    You are directed to the Twitter logon page.

    Notes

    • If you see the following error, set the clock on the BMC Remedy AR System server to synchronize with your time zone:
      Error in plugin : 401:Authentication credentials (http://dev.twitter.com/pages/auth) were missing or incorrect. Ensure that you have set valid conumer key/secret, access token/secret, and the system clock in in sync. Failed to validate oauth signature and token Relevant d (ARERR 8753)

    • BMC cannot control errors caused by Twitter when you access it through BMC Remedy ITSM. If an error is displayed on the Twitter logon page, close the browser window and click Authorize Account again.
  6. Enter the associated account name and the account password to get your authorization PIN.
  7. Click Authorize app.
  8. Enter the PIN number displayed on the web page in the PIN field.
  9. Log out of the Twitter logon page and close it.
  10. In the Status field, select Enable.
  11. Click Save.

The selected Twitter account is authenticated to receive notifications.

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