Integrate with Twitter

 

Contents

Introduction

Configure xMatters

Install and configure the integration

Test the integration

Troubleshooting

Download resources

The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.

Introduction

This integration combines the power of xMatters with Twitter: when tweets meeting predetermined criteria occur, this combination leverages your group on-call schedules and rotations, escalation rules, user device preferences and timeframes to send the right message to the right members of your team on the right device at the right time. It also supports targeted push, voice, SMS and email notifications, and self-managed subscriptions to events, enabling you to stay informed.

Key benefits

  • Reduce the unknown when key tweets are made about things that are important or key transactions are detected.
  • Self-service and managed subscriptions allow business stakeholders to remain informed when tweets occur.
  • xMatters design tools allow specific message content to be tailored to different device types.

This integration uses Zapier, which provides access to a number of pre-built integration points - including xMatters On-Demand.

Before you start...

You will need some things before you start:

  • An account and login information for Zapier.
  • An account and login information for Twitter.
  • Access to your xMatters deployment, and the ability to create communication plans.

Configure xMatters

Before configuring anything in Twitter, you'll need to configure xMatters.

Create an integration user

This integration requires a user who can authenticate REST web service calls when injecting events.

This user needs to be able to work with events, but does not need to update administrative settings. While you can use the default Company Supervisor role to authenticate REST web service calls, the best method is to create a user specifically for this integration with the "REST Web Service User" role that includes the required permissions and capabilities.

Note: If you are installing this integration into an xMatters trial instance, you don't need to create a new user. Instead, locate the "Integration User" sample user that was automatically configured with the REST Web Service User role when your instance was created and assign them a new password. You can then skip ahead to the next section.

To create an integration user:

  1. Log in to the target xMatters system.
  2. On the Users tab, click the Add New User icon.
  3. Enter the appropriate information for your new user.
  4. Assign the user to the REST Web Service User role.
  5. Click Save.
  6. On the next page, set the web login ID and password. 

Make a note of these details; you will need them when configuring the Twitter side of the integration.

Create users and groups that will receive notifications

Each user or group that you want to be able to receive notifications must exist in xMatters before you can target them.

You can create multiple groups and users at once using the EPIC feature. 

Import the communication plan

The next step is to import the Twitter communication plan.

To import the communication plan:

    1. Download the attached ZIP file to your system.
    2. In the target xMatters system, on the Developer tab, click Import Plan.
    3. Click Browse, and then locate the downloaded ZIP file.
    4. Click Import Plan.
    5. Once the communication plan has been imported, click Plan Disabled to enable the plan.
    6. Click Edit > Forms.
    7. For the Twitter Search form, in the Not Deployed drop-down list, click Create Event Web Service.
      • After you create the web service, the drop-down list label will change to Web Service Only.
    8. In the Web Service Only drop-down list, click Permissions.
    9. Enter the integration user you configured above, and then click Save Changes.
    10. Click Edit > Layout.
    11. On the Layout tab, in the Recipients section, specify the users or groups you want to receive notifications.
    12. Click Save Changes.

To retrieve the web service URL for a form:
  1. On the Forms tab, In the Web Service Only drop-down list, click Access Web Service URL. Copy the highlighted URL at the top of the dialog box.
    • The Access Web Service URL option appears twice in the drop-down menu. Ensure that you click the option just below Create Event Web Service.
You'll need these URLs to configure Zapier.

Configure the integration

Now that you've configured xMatters, it's time to configure Zapier to connect to Twitter.

Create a Zap

  1. Login to Zapier, and then click Make a New Zap.
  2. In Step 1: Choose a trigger and action:
    • In the "When this Happens" area, select Salesforce as the trigger. For the action, select New Case.
    • In the "Do This" area, select xMatters as the trigger. For the action, select Create Event.

  1. In Step 2: Select a Twitter account, click Connect a Twitter Account. Add the Twitter account that you want to use for the integration, and authorize the app. Once the app is authorized, click Continue.
  2. In Step 3: Select an xMatters account, log in to your xMatters instance using the integration user you configured earlier. Then click Continue.
  3. In Step 4: Filter Twitter triggers, enter the search terms and filters you want to notified about. You can search for words, mentions, account information, or any other content. You can also add any number of customer filters to narrow your search mentions. When you're done, click Continue.
  4. In Step 5: Match up Twitter Search Mentions to xMatters, paste the web service URL from the form in xMatters into the Web Service URL field, and then modify the URL to include the username and password of the REST API user.

For example, change:

https://yourCompany.na1.xmatters.com/reapi/2015-01-01/forms/d507be3c-8293-88aa-a8a8-d162842348e1/triggers

To:

https://username:password@yourCompany.na1.xmatters.com/reapi/2015-01-01/forms/d507be3c-8293-88aa-a8a8-d162842348e1/triggers

  1. In the Properties section, use the drop-down lists to match properties:

  1. In Step 6: Test this Zap, click Test Twitter Search.
  2. In Step 7: Name and turn this Zap on, name and save the Zap.
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