Having Rulemanager send SMS notifications via Twitter
May 5, 2008
Kevin had an earlier post discussing how Rulemanager could fire a script that would notify all queue members via Twitter when a case is dispatched to a queue. The script took the queue name as an input, queried the database for the queue members, and then sent a direct Twitter message to each queue member.I liked what he did, and wanted to see if we could take it a step further, and make it more in line with Rulemanager notifications.Making Twitter a first class Notification methodRuleManager already knows how to resolve queue members into individual users, and it knows how to resolve a notification preference of each user, depending on whether the user is on or off work hours, and also based on the urgency of the message.Years ago, many people carried digital pagers, which allowed text messages to be…