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Enabling the creation of incidents from Chatter posts

You can monitor Chatter posts and enable end users to create incidents by posting a post on Chatter. For this purpose, you must create Chatter listeners that monitor all the posts for the configured Chatter group. If matching hashtags are found on a post, an incident is created. You specify the hashtags in the Chatter listener. The user who posts the Chatter post is assigned as the client of the incident.

For end users to create an incident by using the Chatter tab, the following settings are required:

  • Chatter is enabled in your Salesforce organization and BMC Remedyforce application.
  • The end users can access Chatter from the Chatter tab.
  • You have configured at least one Chatter listener for a Chatter group.
  • Ensure that you have assigned a default queue in Incident assignment to queue list in Remedyforce Administration > Configure Self Service > Incidents page.

Note

Rich text formatted Chatter posts are not supported by the Chatter listener. If you are using Chatter listeners to create incidents, disable Allow users to compose rich text posts from Setup > Chatter Settings.

The following topics are provided:

To enable the creation of incidents from Chatter posts

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Chatter Listeners.
  3. In the Chatter Listeners list view page, click New .
  4. Enter the required details and click Save. For more information, see Chatter Listener fields.
  5. (Optional) To designate the current record as inactive, select the Inactive check box.

Chatter Listener fields

The following table describes the fields on the Chatter Listener page.

Field

Description

Name

Enter a name to identify the listener. The names of Chatter listeners must be unique.

Chatter Group

Select the Chatter group that you want to monitor.

Hashtags

Enter the hashtags that are monitored on the posts in the selected group. For example, enter ITHelpDesk as a tag. Separate hashtags with a comma. Use only alphabetical letters and numbers in hashtags. Do not use special characters or spaces. If a Chatter post contains a hashtag that you have entered, an incident is created.

Object

This read only field displays the object whose records are created from the Chatter posts. This field ensures that only incident records are created from the Chatter posts. A list of the fields that are available for the Incident object is displayed in the Auto Reply to Chatter Post field if the Show field list for insert on right click in "Auto Reply to Chatter Post" check box is selected.

Template

Select the template that you want to apply on the incident that is created. The templates that you have created for the Incident object are displayed in the Select From Templates window. After you select a template, to view the details of the template, click . The details are displayed in the Templates tab.

Note: If the Owner ID field is populated in an Incident template, the created incident is assigned to the owner specified in the Owner ID field. The Owner ID field in the template takes precedence over the default Self Service queue assignment. If the Owner ID field is not populated in the template and Self Service default queue is also not configured, the created incident gets assigned to the user who posted the Chatter message.

Auto Reply User

Select the user whose name appears in the replies to the Chatter post that are posted when an incident is created or an issue occurs in creating an incident.

Show field list for insert on right click in Auto Reply to Chatter Post

To copy the field values from the Incident form, such as the value of the Description field, in the auto reply to the Chatter post, select the Show field list for insert on right click in Auto Reply to Chatter Post check box.

When you select the check box and right-click in the Auto Reply to Chatter Post field, a list of all the fields available on the Incident form that are accessible to the logged-on user is displayed. Select a field to get the value of the selected field in the auto reply.

If you clear this check box, the standard context menu is displayed when you right- click in the Auto Reply to Chatter Post field.

Auto Reply to Chatter Post

Enter the text that you want to post as reply to the Chatter posts for which incidents are created. Sample text is provided in the text box.

To use the values from the created incident, select the Show field list for insert on right click in Auto Reply to Chatter Post check box, right-click in the text box, and select the required field. For example, if you select Description, {!record_incidentdescription__c} appears in the text box. However, text from the Description field of the created record appears on the Chatter post. The link opens the incident in the Salesforce page layout.

To embed a link to the incident record in the reply, use the Record Link field. If you are using the Record Link field in auto reply, ensure that the Remedyforce Clients Version 1.0 page layout is assigned to client users.

Enable User to Auto Follow Record

Select the check box to enable the user who has posted the Chatter post to follow the updates made to the incident record. If you select this check box, all the updates made to the incident record are posted on Chatter.

Updates are posted on Chatter if you have enabled feed tracking for the Incident object and the required fields are enabled for feed tracking. Only those fields are shown in Chatter feed. For more information, see Enabling field history tracking.

Publish on Save

Select this check box to add a post on Chatter for the selected group. This post informs the selected Chatter group members that hashtags have been configured to monitor posts on the group. The group members can mention these hashtags in their posts to enable BMC Remedyforce to create incidents.

After you save the record, the Publish on Save check box is cleared. This behavior is provided to ensure that you do not post all the changes (minor changes) in a Chatter listener on Chatter. To publish a change in the Chatter listener on the Chatter group, select the check box when you edit the listener.

To configure options to view Chatter Listener on the Chatter Listeners list view page

In the Views menu on the Chatter Listeners list view page, you can configure options to view active or inactive Chatter listeners. Also, you can set the time interval at which the list is refreshed.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Chatter Listeners.
  3. On the Chatter Listeners list view page, click .
  4. To display active Chatter listeners, select Active Items.
  5. To display inactive Chatter listeners, select Inactive Items.
  6. In the Refresh every minutes field, enter the time interval at which to refresh the list.
    The default refresh rate is 10 minutes and the minimum refresh rate is one minute. You can modify this value depending on your requirements. A faster refresh rate impacts your actions because the list view would refresh when you are performing an action. BMC recommends that you use a refresh rate that is higher than the minimum refresh rate.
    When you click Apply, this value is stored in the browser's cookies. When you log on, the list view refreshes at the new refresh rate. If a staff member deletes the browser's cookies, the refresh rate of the list view is reset to 10 minutes. You can disable the automatic refresh of a list view by entering zero as the refresh rate.
    The Last Refreshed <Time> label displays the last time that the list view was refreshed.
  7. Click Apply.

To copy a Chatter listener

To save your time in creating similar Chatter listeners, you can copy an existing listener and make the required changes. Similar hashtags are not allowed for two Chatter listeners that are created for same Chatter group.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Chatter Listeners.
  3. In the Chatter Listeners list view, select the Chatter listener that you want to copy.
  4. Click Copy .
    Alternatively, you can open the Chatter listener, and then click .
  5. Make the required changes, and click Save. Do not use a name that already exists.

To delete a Chatter listener

If you do not want to monitor a Chatter group any more or if a Chatter listener is not valid, you can delete it.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Chatter Listeners.
  3. In the Chatter Listeners list view, select the Chatter listener that you want to delete.
  4. Click Delete .
    Alternatively, you can open the Chatter listener, and then click .
  5. In the confirmation box, click Yes.

Related topic

Creating incidents by using Chatter

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