10 Replies Latest reply on Aug 23, 2017 7:17 AM by Mohammed Shaheen

    Ideas for a Twitter - BMC Remedy ITSM integration

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      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




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