This documentation supports the 20.02 version of BMC Service Request Management.

To view an earlier version, select the version from the Product version menu.

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.


The Openfire Chat plug-in of Remedy AR System works only on browser versions that support Adobe Flash. We recommend to use Smart IT Openfire Chat for agent-to-agent communication.

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.

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

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