This documentation supports the 20.08 version of Service Request Management, which is available only to BMC Helix subscribers (SaaS).

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

Using social collaboration

Remedy ITSM integrates 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.

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.

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