1 Webservices is general best, assumes ability to connect which is not always a given
2 how long is a piece of string, if can be simple or complex depending on your requirements. Incidents are much easier then changes/service requests. 3 2-3 weeks to 6 months 4 different statuses flows, differing classifications methodologies esp. Remedy to other ITSM systems, are you sending or receiving, is this an create, update or a resolution. Are there SLA's involved. Are approvals involved, are tasks involved (v complex then). Do you use middleware - I strongly recommend you do on both sides to buffer ITSM apps and comms. Are you a third party, first level or second level desk? Are CI's required if so are they integrated? For BMC use Atrium Orchestrator, other ITSM suites have their equivalent. Even if its Remedy to Remedy I would not recommend a direct interface, especially if it makes API calls - this is not suitable long term as it is very easy to break and hard to upgrade. I have managed heaps of integrations generally there is always a gotcha, with mapping of classifications as the biggest bugbear. Generally this needs to be done on the instigators side but could depending on the design be on the other side. Stuart Schon Service Desk Systems - Manager From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall Sent: Thursday, 28 February 2013 2:25 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration with other Ticketing systems ** Hi everyone - It is has been a while... Looking for some feedback on integrating external ticketing systems with our Remedy Environment. (currently 7.5.1, windows platform) 1. What is the most common and best practice method? Right now the most requests seem to be requesting the utilization of email notifications with other external systems. 2. How difficult is it integrate with another non-Remedy environment? 3. What would be the worst case and best case in work effort/duration? 4. Is there any pitfalls that I should be aware of if we move towards this type of solution? Any guidance or thoughts would be greatly appreciated! Thanks! c ************************************************************************ ************************* This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. ************************************************************************ ************************* _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
