9 Replies Latest reply: Jul 23, 2014 8:07 AM by Jayesh Panchal RSS

    Ideas for a Twitter - BMC Remedy ITSM integration

    Sebastiaan de Man

      Hi All,

       

      I am working on a Twitter - AR System integration, so far I have developed a plugin that is able to query and show tweets in the AR System and post Tweets, replies and direct messages. You can find a few screenshots here, as you can see it is very standard twitter client functionality.

       

      I have published the plugin as open source, and you can download it here; so everyone can install it and use it in their applications or as a standalone. It is an Java ARDBC plugin, running on AR System 7.5 and connecting to twitter over a java api (twitter4j).

       

      What I'm looking to do now is to integrate functionality in the ITSM 7.x Suite applications. I have a few ideas but am curious for other ideas that you might have. Some ideas that I'm looking to implement are:

       

      • Add twitter username to the CTM:People form with a table of tweets from that user.
      • Be able to send Direct Messages to users when their Incident/Change gets updated
      • Send Direct Messages on assignment / approvals
      • Creat a tweet from the Broadcast functionality for planned outages etc.

       

      Other ideas include an integration with knowledge management, so based on a tweet/dm someone sends, it can automatically reply with a KB entry.

       

      I'm curious to see if you have any other ideas for integration of Twitter functionality in the ARSystem, please let me know in the comments section below!


      As it's just a 'free-time' project I might not have the time to implement everything, however it would be nice to see if and how it can be done.

       

      Many thanks,

      Sebastiaan de Man

       

      http://farm5.static.flickr.com/4071/4282720646_2d79ee1ef9_o.png

       

      Message was edited by: sebastiaan.deman@itconcepts.ch - added download link