Axton,
Thanks for your reply. My actual requirements are limited. I need to
provide a link to search Right Answers for a solution that matches the
existing incident record, and provide a link on the Right Answers solution
page to create a service request, if the provided solutions don't help. I
know how to satisfy these requirements, but they are giving me heartburn in
terms of how this particular solution integrates with the Solution Database
within Problem Management. In other words, my requirements sound
insufficient to me.
It seems to me that we have to populate either the Solution Database OR
Right Answers with a subset of knowledge entries for a complete integration.
Asking the analyst to populate two forms to enter a knowledge item is wrong
at face value. What I'm wondering is this: what is the "best practice" for
utilizing the two databases? I'm also wondering how ONLY using the Right
Answers solutions impacts the Problem Management. Relying solely only on
Right Answers sounds problematic to me. For instance, how would the analyst
discover known errors? Again, I think integration is required. I just
can't seem to get my head around the best architecture to allow each
application to perform as expected and limit the number of customizations to
ITSM.
HTH,
Bill
----- Original Message -----
From: "Axton" <[EMAIL PROTECTED]>
Newsgroups: public.remedy.arsystem.general
To: <[email protected]>
Sent: Thursday, November 15, 2007 7:11 AM
Subject: Re: Integration Right Answers with Solution
I am working on this right now. Just finishing an integration from
the self service portal. For integrations from aruser to right
answers, they have an activex control that uses the com automation as
the integration method on the client side to pass data around.
If you can provide some additional details about what you wish to
accomplish with your integration, I can provide some better
information on what method to use to best meet your requirements.
Axton Grams
On 11/15/07, Bill Hoffmeier <[EMAIL PROTECTED]> wrote:
**
Hello,
I'm hoping someone has done an integration between the solution database
within Problem Management module of the ITSM suite and the Right Answers
knowledge base. I'm interested in hearing about all types of
integrations,
including but not limited to database to database solutions. Anyone?
Bill
Lockheed Martin
Altadena, Ca __20060125_______________________This posting
was submitted with HTML in it___
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