I forgot to mention that because we have a lot of SLA running the submit of a new incident took several seconds, so depending on the action asked by the external server the action is performed online or offline. Offline actions, when receives are checked so all data is correct and then is marked to be processed. An escalation runs every 5 minutes to see if there are pending tasked and processes them. Before adding the off-line processing the web service ran out if time frequently. Also we had other errors at the future. For instance, to change the assignee is quick and is processed on line. So if the external system communicates the creation of a ticket and then updates the assignee before the submit action was processed, the result was an error.
Finally as an identifier we used the incident number of the main system and the vendor ticket number for integrated systems. The main system is the one who first creates the ticket. Jose Huerta theremedyforit.com El 13/09/2012, a las 05:38, Karthik <karthik...@gmail.com> escribió: > ** > Thanks Jose. > > Regards, > Karthik > > On 13 September 2012 03:41, Jose Manuel Huerta Guillén > <arsl...@theremedyforit.com> wrote: > ** I integrated a similar case using web services. I created an staging form > that holds all the updates and stores all the workflow. > > > Jose Manuel Huerta > http://theremedyforit.com/ > > > > > On Wed, Sep 12, 2012 at 6:32 PM, Karthik <karthik...@gmail.com> wrote: > ** > I have a requirement to integrate 2 or more remedy systems and other > ticketing tools built on different technologies like Java . > > Scenario: Remedy servers A, B, C, D are on different versions of remedy > ranging from 7.1 to 7.6. When incidents are assigned to a particular assigned > group, an incident should be created on a remedy server E on 7.6. Once a > ticket is created on Remedy server E, the integration should be birectional. > i.e. status updates should flow through between the servers. Similar should > happen even when incidents are raised and assigned on different ticketing > tools built on various technologies. > > Assumption: > - Remedy servers are DSO enabled > - Other ticketing tools support web services. i.e. can expse and consume web > services. > > Below are few approaches, i have thought of and need suggestions on these > approaches or please feel free to recommend any other approaches as well: > > 1. Build staging forms on both soure and target systems to handle > transactions. > 2. Data to this staging form can be populated in following different manners: > a. Integrate remedy servers using DSO and integrate with other systems using > web services so that same staging form handles the transactions using same > workflows > I need to understand if DSO is backward compatible. say for ex: can we > establish DSO between 7.1 and 7.6? > b. Integrate all the systems(remedy/non remedy) using web services > c. Use an orchestrator tool like BMC Atrium Orchestrator > Thanks > Karthik > > > > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
