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.

The following topics are provided:

• • To enable the creation of incidents from Chatter posts
  • Chatter Listener fields
  • To configure options to view Chatter Listener on the Chatter Listeners list view page
  • To copy a Chatter listener
  • To delete a Chatter listener
  • Related topic

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.

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. 

   Best practice
   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. We recommend 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