There's no best-practice that's globally correct across all potential applications.
If there's a canned solution for a particular vendor, then that's the one to use 9 times out of 10. Email is good because it has built in store-and-forward and failover mechanisms. Email is bad because it introduces points of failure that may not be in your control and it can be slow. There are several options, but the most utilized would be geared towards either Web Services or API level integration - ensuring that server side workflow processing, permissions structures, etc. are all handled. Between remedy servers, DSO (Distributed Server Option) is most frequently used. On occasion, people just use custom designed workflow. It's always good practice to utilize an abstraction layer so that an upgrade on one side of the integration does not necessarily mean an upgrade on the other side of the integration. Integrator is based on Pentaho<http://www.pentaho.com/explore/pentaho-data-integration/> so that can be used as an integration mechanism as well - although I haven't played with integrator a whole heck of a lot just yet. On Wed, Feb 27, 2013 at 7:24 AM, Christine Milton Hall < christine_milton_h...@pepperidgefarm.com> wrote: > ** > > 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"
