Axton,
Since you used xmlgateway almost like a proper noun, is there a specific
product or solution you are referring to when you referred to xmlgateway?
Joe
From: Axton
Sent: Wednesday, March 28, 2012 12:54 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Web Services for Integration
**
You probably want to consider what is going to happen when things aren't
working and what you can account for. Message queue syatems handle most of
these issues about as gracefully as anything. I've looked at xmlgateway for
that reason in the past. You also need to make sure that the midtier's web
service implementation is capable of handling the xml documents sent to the
midtier. Xmlgateway can address shortcomings in this area as well.
On Mar 28, 2012 11:36 AM, "John Sundberg" <john.sundb...@kineticdata.com> wrote:
**
Sean,
An intermediate form would be a better strategy -- lots of "real life" things
happen when you go over the web. (ServiceNow slow, ServiceNow down, ServiceNow
upgrading) - those are 3 simple examples…
And -- that happens to all programs -- not just ServiceNow…
In addition -- RARELY do fields map 1 to 1 very nicely -- and they will
change overtime anyway - so an intermediate strategy would be better…
Now -- the best option (IMHO) -- use Kinetic Task -- it is the intermediate
strategy - but is done in a configuration approach -- avoiding additional
customization in your ARS…
In addition - Kinetic Task is just as comfortable with REST APIs as Web
Services… this may become important to you as you interact with ServiceNow (or
any of the modern SAAS solutions).
-John
On Wed, Mar 28, 2012 at 10:53 AM, Sean O'Sullivan
<sean.osulli...@prudential.com> wrote:
Hello Everyone,
We're integrating our home grown Problem Management/Helpdesk application
with an external Helpdesk application (Service Now), We're planning to use
Web Services for the first time with our Remedy app.
My question is around how folks are using Web Services. For creating new
tickets in Remedy, Is it better to create a web service directly against the
helpdesk schema, or is it better to create an intermediate schema where the
data gets dropped off and then use workflow to validate and move it over to the
main schema? It seems that having an intermediate schema is safer...but the
downside is we might not get a ticket number back immediately.
I'm sure others have set up integrations with web services. So I thought I
would ask how others have done this and what challenges have you faced? What
does your integration look like?
Thanks for any advice you can provide.
Sean O'Sullivan
Prudential Financial
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John Sundberg
Kinetic Data, Inc.
"Your Business. Your Process."
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award
651-556-0930 I john.sundb...@kineticdata.com
www.kineticdata.com I community.kineticdata.com
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