Re: Remedy integration with third party mobile app
Hi, Use the REST services provided in Remedy 9.x, or use Web Services. Here is an overview of different integration interfaces to the AR platform: https://communities.bmc.com/docs/DOC-17512 Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13) * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs Find these products, and many free tools and utilities, at http://rrr.se November 17, 2016 8:14 AM, "Abhishek Chaturvedi"wrote: > Hi Team, > > I have a custom mobile application which I want to integrate with Remedy can > anyone guide me with a > correct approach and method. > > Thanks, > Abhishek > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "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"
Re: Remedy Integration with SCOM
SCOM does have a list of the hosts that it is monitoring. When you install the SCOM agent, it does a register with the server. SCOM does not contain all information, it just holds what it needs to do the alerting and monitoring. Fortunately, SCCM does contain that information. :) Using the tools you have indicated, I would do this using this approach: 1) Use data from SCCM to feed your CMDB (basically your discovery source) using AIE or AI. This will ensure you have the data in your CMDB. 2) Setup monitoring on the hosts using SCOM 3) Configure Orchestrator to catch those SCOM alerts that you are truly interested in. Use the SCCM OIP to retrieve the information about the host you need to create the incident. Using that data within Orchestrator, use the standard OOB Remedy web services to submit the incident within the same workflow you retrieved the data in. The only variant on this would be to use a database query in the workflow to retrieve the detail data about the host instead of the SCCM OIP. And this would be only if for some reason the SCCM OIP did not provide the data you needed. These pieces of workflow are standard within the OOB Orchestrator environment. You will need to read up on the Orchestrator environment to build the workflow however. Hopefully this is helpful. Jim Coryat From: Saji Philip [mailto:sphili...@gmail.com] Sent: Tuesday, May 07, 2013 9:11 PM Subject: Re: Remedy Integration with SCOM ** Also, Seamless technologies offers a SCOM connector for Remedy. More expensive then Kelverion though. On May 3, 2013 10:30 PM, vivek garg anupgar...@gmail.commailto:anupgar...@gmail.com wrote: ** But How would I get the data into remedy CMDB from SCOM. Does SCOM has it's own database which contains all information about CI's (like server's etc) ? First before integrating SCOM with Remedy we need to get synchronization between Remedy CMDB and SCOM as our requirement is that whenever any alert on any server comes, then the automatic incident opened in remedy should contain all information about that server (like sever name, it's configuration ,etc.). How would I ensure that ? I will try to see what could help me to integrate remedy with SCOM. The issue is that we do have a lincense for Orchestrator but we could not purchase any license for Integration packs or connectors from Keleverion so I am not sure we could use it or not :( The only tools I could use is Systems center Operations Manager and System center Orchestrator. Is this integration possible using these two ? And we have to use windows 2012 and SCOM 2012 only :( Please suggest. On Fri, May 3, 2013 at 8:31 PM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** This is something I may be looking at in the next year or two as well so I wanted to jump in and ask a question. For other integrations leveraging web services, I like to use Incident Templates, for example, to create Incidents. That way I can dynamically change the data on the Template to affect what the Integration does, without needing to actually modify code. Would that be an option in this case to make the integration easier? Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: Friday, May 03, 2013 9:15 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy Integration with SCOM ** We have Remedy and System Center. We are currently upgrading to Orchestrator 2012 along with all the other components (essentially System Center 2012). What you need for this to work (IMHO) is along with SCOM is Orchestrator and the Orchestrator Integration Pack (OIP) from Kelveriron and the OIP from Microsoft for SCOM. You could roll your own Remedy OIP using queries and consume the remedy web service to submit the incident if so inclined. This is what it appears the OIP from Kelveriron is doing, but that is from a cursory examination. The plus side is that you don't have to put the client binaries on the Orchestrator server. The integration pack that worked with Opalis (now known as Orchestrator) worked a little differently and frankly I think was much easier to use, but it doesn't work with Orchestrator. The only real challenge I see with the Kelveriron OIP is mapping your data to the new Remedy incident. If you have a lot of fields it becomes tedious. Use the SCOM OIP to catch the event, use the sql query to get your information about the host that is throwing the event and then submit using the Remedy OIP. Not really all that difficult until you start getting the request to treat different hosts with unique behavior. Jim From: Saji Philip [mailto:sphili...@gmail.com] Sent: Thursday, May 02, 2013 9:10 PM Subject: Re: Remedy Integration with SCOM ** I have documentation from
Re: Remedy Integration with SCOM
Hi Jim, Thanks for the solution. However, Please help me understand more on this Use data from SCCM to feed your CMDB (basically your discovery source) using AIE or AI. This will ensure you have the data in your CMDB. I know that remedy CMDB is very huge database and I am totally new to SCCM. CMDB has various classes (Endpoint, Computer system etc.) and I want to know even If I create a job using AI ,then what would I map in data mapping process on both side (SCCM and Remedy CMDB). 1. Is SCCM is similar in anyway to Remedy CMDB ? 2. Which data from SCCM I have to put into Remedy CMDB? 3. would I be able to keep both SCCM and CMDB data in sync ? 4. Could SCCM also provide us the information about all related componenets that CMDB is capable of ? Please suggest. Thanks Regards, anup On Wed, May 8, 2013 at 8:04 PM, Jim Coryat (jcoryat) jcor...@micron.comwrote: ** SCOM does have a list of the hosts that it is monitoring. When you install the SCOM agent, it does a register with the server. SCOM does not contain all information, it just holds what it needs to do the alerting and monitoring. Fortunately, SCCM does contain that information. J ** ** Using the tools you have indicated, I would do this using this approach:** ** ** ** **1) **Use data from SCCM to feed your CMDB (basically your discovery source) using AIE or AI. This will ensure you have the data in your CMDB. **2) **Setup monitoring on the hosts using SCOM **3) **Configure Orchestrator to catch those SCOM alerts that you are truly interested in. Use the SCCM OIP to retrieve the information about the host you need to create the incident. Using that data within Orchestrator, use the standard OOB Remedy web services to submit the incident within the same workflow you retrieved the data in. ** ** The only variant on this would be to use a database query in the workflow to retrieve the detail data about the host instead of the SCCM OIP. And this would be only if for some reason the SCCM OIP did not provide the data you needed. These pieces of workflow are standard within the OOB Orchestrator environment. You will need to read up on the Orchestrator environment to build the workflow however. ** ** Hopefully this is helpful. ** ** Jim Coryat ** ** *From:* Saji Philip [mailto:sphili...@gmail.com] *Sent:* Tuesday, May 07, 2013 9:11 PM *Subject:* Re: Remedy Integration with SCOM ** ** ** Also, Seamless technologies offers a SCOM connector for Remedy. More expensive then Kelverion though. On May 3, 2013 10:30 PM, vivek garg anupgar...@gmail.com wrote: ** But How would I get the data into remedy CMDB from SCOM. Does SCOM has it's own database which contains all information about CI's (like server's etc) ? First before integrating SCOM with Remedy we need to get synchronization between Remedy CMDB and SCOM as our requirement is that whenever any alert on any server comes, then the automatic incident opened in remedy should contain all information about that server (like sever name, it's configuration ,etc.). *How would I ensure that ?* I will try to see what could help me to integrate remedy with SCOM. The issue is that we do have a lincense for Orchestrator but we could not purchase any license for Integration packs or connectors from Keleverion so I am not sure we could use it or not :( *The only tools I could use is Systems center Operations Manager and System center Orchestrator.* Is this integration possible using these two ? And we have to use windows 2012 and SCOM 2012 only :( Please suggest. On Fri, May 3, 2013 at 8:31 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** This is something I may be looking at in the next year or two as well so I wanted to jump in and ask a question. For other integrations leveraging web services, I like to use Incident Templates, for example, to create Incidents. That way I can dynamically change the data on the Template to affect what the Integration does, without needing to actually modify code. Would that be an option in this case to make the integration easier? Thanks, * * *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jim Coryat (jcoryat) *Sent:* Friday, May 03, 2013 9:15 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Remedy Integration with SCOM ** We have Remedy and System Center. We are currently upgrading to Orchestrator 2012 along with all the other components (essentially System Center 2012). What you need for this to work (IMHO) is along with SCOM is Orchestrator and the Orchestrator Integration Pack (OIP) from Kelveriron and the OIP from Microsoft for SCOM. You could roll your
Re: Remedy Integration with SCOM
The first thing to consider is if your Remedy CMDB is being populated from a discovery source? What you have to know is if the Remedy CMDB is already populated with the detail data that you need for your incidents. Best practice would be to have your CMDB updated with current information, what I call discovery. If you have a basic discovery process or procedure and you feel all your CI's are in the CMDB, then you may only need to do what I call enrichment which is adding specific data from other external sources that is not being populated by your discovery process. So in short you need to have your house in order with respect to your Remedy CMDB before you start inserting incidents and want to leverage additional information on the incident. If it was me, I would associate the affected CI to the incident when you do the submission through Orchestrator. You could also provide this detail in the description on the incident and forgo the association to the CI, but that would not provide the full picture. The other ITSM modules leverage incidents and associated CI's to perform to their full capacity and provide the value from your investment. To answer your questions: 1. It can be considered similar, M$ has another product in the System Center suite that provides similar functionality as Remedy Incident called System Center Service Manager. However it does not measure up to the functionality offered by the BMC ITSM suite of applications at this time. 2. As I mentioned above, if all the data you need is in the CMDB already, then nothing is required here. If not, then you need to have an external process synchronizing the data. You could potentially do this during the incident creation so that when the incident is created, the CI is current at the time of submission. However, this would be a significant effort. You will need to get specific metrics on the timeliness of this requirement before you can ever hope to fulfill it. 3. This is a very broad question. SCCM is a system management tool. It pulls its information from the hosts that have the client installed. The direction of synchronization would be from SCCM into the CMDB. One direction only. This would involve an understanding of the reconciliation process within Remedy as well as an understanding of where the attributes source of truth is to do this correctly. 4. Yes this is possible, this would take multiple mappings of the data within SCCM to the CI classes and the relationships between those classes. If there is off the shelf software to do this, you would be well advised to investigate it. This can be a big job, depending on how much detail you want in your CMDB from your discovery data. Does this make it clearer? From: vivek garg [mailto:anupgar...@gmail.com] Sent: Wednesday, May 08, 2013 12:51 PM Subject: Re: Remedy Integration with SCOM ** Hi Jim, Thanks for the solution. However, Please help me understand more on this Use data from SCCM to feed your CMDB (basically your discovery source) using AIE or AI. This will ensure you have the data in your CMDB. I know that remedy CMDB is very huge database and I am totally new to SCCM. CMDB has various classes (Endpoint, Computer system etc.) and I want to know even If I create a job using AI ,then what would I map in data mapping process on both side (SCCM and Remedy CMDB). 1. Is SCCM is similar in anyway to Remedy CMDB ? 2. Which data from SCCM I have to put into Remedy CMDB? 3. would I be able to keep both SCCM and CMDB data in sync ? 4. Could SCCM also provide us the information about all related componenets that CMDB is capable of ? Please suggest. Thanks Regards, anup On Wed, May 8, 2013 at 8:04 PM, Jim Coryat (jcoryat) jcor...@micron.commailto:jcor...@micron.com wrote: ** SCOM does have a list of the hosts that it is monitoring. When you install the SCOM agent, it does a register with the server. SCOM does not contain all information, it just holds what it needs to do the alerting and monitoring. Fortunately, SCCM does contain that information. :) Using the tools you have indicated, I would do this using this approach: 1) Use data from SCCM to feed your CMDB (basically your discovery source) using AIE or AI. This will ensure you have the data in your CMDB. 2) Setup monitoring on the hosts using SCOM 3) Configure Orchestrator to catch those SCOM alerts that you are truly interested in. Use the SCCM OIP to retrieve the information about the host you need to create the incident. Using that data within Orchestrator, use the standard OOB Remedy web services to submit the incident within the same workflow you retrieved the data in. The only variant on this would be to use a database query in the workflow to retrieve the detail data about the host instead of the SCCM OIP. And this would be only if for some reason the SCCM OIP did not provide the data you needed
Re: Remedy Integration with SCOM
Also, Seamless technologies offers a SCOM connector for Remedy. More expensive then Kelverion though. On May 3, 2013 10:30 PM, vivek garg anupgar...@gmail.com wrote: ** But How would I get the data into remedy CMDB from SCOM. Does SCOM has it's own database which contains all information about CI's (like server's etc) ? First before integrating SCOM with Remedy we need to get synchronization between Remedy CMDB and SCOM as our requirement is that whenever any alert on any server comes, then the automatic incident opened in remedy should contain all information about that server (like sever name, it's configuration ,etc.). *How would I ensure that ?* I will try to see what could help me to integrate remedy with SCOM. The issue is that we do have a lincense for Orchestrator but we could not purchase any license for Integration packs or connectors from Keleverion so I am not sure we could use it or not :( *The only tools I could use is Systems center Operations Manager and System center Orchestrator.* Is this integration possible using these two ? And we have to use windows 2012 and SCOM 2012 only :( Please suggest. On Fri, May 3, 2013 at 8:31 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** This is something I may be looking at in the next year or two as well so I wanted to jump in and ask a question. For other integrations leveraging web services, I like to use Incident Templates, for example, to create Incidents. That way I can dynamically change the data on the Template to affect what the Integration does, without needing to actually modify code. Would that be an option in this case to make the integration easier? ** ** Thanks, * * *Shawn Pierson * Remedy Developer | Energy Transfer ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jim Coryat (jcoryat) *Sent:* Friday, May 03, 2013 9:15 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Remedy Integration with SCOM ** ** ** We have Remedy and System Center. We are currently upgrading to Orchestrator 2012 along with all the other components (essentially System Center 2012). What you need for this to work (IMHO) is along with SCOM is Orchestrator and the Orchestrator Integration Pack (OIP) from Kelveriron and the OIP from Microsoft for SCOM. You could roll your own Remedy OIP using queries and consume the remedy web service to submit the incident if so inclined. This is what it appears the OIP from Kelveriron is doing, but that is from a cursory examination. The plus side is that you don’t have to put the client binaries on the Orchestrator server. The integration pack that worked with Opalis (now known as Orchestrator) worked a little differently and frankly I think was much easier to use, but it doesn’t work with Orchestrator. The only real challenge I see with the Kelveriron OIP is mapping your data to the new Remedy incident. If you have a lot of fields it becomes tedious. Use the SCOM OIP to catch the event, use the sql query to get your information about the host that is throwing the event and then submit using the Remedy OIP. Not really all that difficult until you start getting the request to treat different hosts with unique behavior. ** ** Jim ** ** *From:* Saji Philip [mailto:sphili...@gmail.com sphili...@gmail.com] *Sent:* Thursday, May 02, 2013 9:10 PM *Subject:* Re: Remedy Integration with SCOM ** ** ** I have documentation from Kelverion I can forward to you. Systems Center Orhestrator was formerly called Opalis. If your running Microsoft you should already own it. Theres quite a few documantation on Orhestrator on the Microsoft website. Just send me your contact info to 'sphili...@hotmail.com' On May 2, 2013 9:58 PM, Rick Cook remedyr...@gmail.com wrote: ** I have built a couple of simple things in the Opalis Orchestrator, but that was a few years ago. I would do some digging on Microsoft's website to get more current information. Rick On May 2, 2013 7:54 PM, vivek garg anupgar...@gmail.com wrote: ** Hi Rick ,Saji, If I start learning system center orchestrater, then how should I start and from where should I learn about it as I have no prior knowledge on orchestrator or on System center. Do you have any kind of documentation which would help me understand this type of integration. Even I read soemwhere that Using orchestrator would be best option for these type of integrations. Rick, Have you done it without using orchestrator? On Fri, May 3, 2013 at 8:15 AM, Rick Cook remedyr...@gmail.com wrote:** ** ** It seemed as though the new MS app, formerly known as Opalis, was similar in its build interface to the Remedy Abydos designer. I would think there would be a CLI/API connection that would work. Rick On May 2
Re: Remedy Integration with SCOM
Hi All, I have 2 quick queries: 1. Will connector for SCOM 2007 R2 for BMC Remedy ARS will work for Windows 2012 server. We have installed SCOM on 2012 server, so just wondering about compatibility issues. 2. Is there any cost involved for System Center 2012 Operations Manager run books from Kelverion IP . I mean to say is there any kind of licenses required for using SCOM 2012 R2 coonector for this type of integration. Thanks ! Anup On Fri, May 3, 2013 at 11:15 AM, onkar shinde onkarbshi...@gmail.comwrote: Hi Anup, You can install integration from below link: http://blogs.technet.com/b/kevinholman/archive/2010/09/23/installing-the-opsmgr-r2-universal-connector.aspx It has a link to download the connector for SCOM 2007 R2 for BMC Remedy ARS. It also has instructions for integration and configuration. Hope this helps. On Fri, May 3, 2013 at 7:43 AM, Anup Garg anupgar...@gmail.com wrote: Hi, I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 2008 R2 . I need some help on steps required to integrate SCOM with BMC Remedy. Our requirement is like as follows : SCOM should raise an alert whenever any server goes down and then from that alert an incident should be created automatically in BMC Remedy with the information to be picked up from CMDB about that server. Our incident should autmatically populates the entire summary about that server(CI in atrium cmdb) . Is it possible ? Please share some steps or any dcoument if anyone has done that before. Thanks, Anup ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- Regards, Onkar Shinde Senior Software Engineer Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Telephone: +91-20-6632-1000 Mobile: +91-7709008719 Email: onkar.shi...@vyomlabs.com Web: www.vyomlabs.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Integration with SCOM
We have Remedy and System Center. We are currently upgrading to Orchestrator 2012 along with all the other components (essentially System Center 2012). What you need for this to work (IMHO) is along with SCOM is Orchestrator and the Orchestrator Integration Pack (OIP) from Kelveriron and the OIP from Microsoft for SCOM. You could roll your own Remedy OIP using queries and consume the remedy web service to submit the incident if so inclined. This is what it appears the OIP from Kelveriron is doing, but that is from a cursory examination. The plus side is that you don't have to put the client binaries on the Orchestrator server. The integration pack that worked with Opalis (now known as Orchestrator) worked a little differently and frankly I think was much easier to use, but it doesn't work with Orchestrator. The only real challenge I see with the Kelveriron OIP is mapping your data to the new Remedy incident. If you have a lot of fields it becomes tedious. Use the SCOM OIP to catch the event, use the sql query to get your information about the host that is throwing the event and then submit using the Remedy OIP. Not really all that difficult until you start getting the request to treat different hosts with unique behavior. Jim From: Saji Philip [mailto:sphili...@gmail.com] Sent: Thursday, May 02, 2013 9:10 PM Subject: Re: Remedy Integration with SCOM ** I have documentation from Kelverion I can forward to you. Systems Center Orhestrator was formerly called Opalis. If your running Microsoft you should already own it. Theres quite a few documantation on Orhestrator on the Microsoft website. Just send me your contact info to 'sphili...@hotmail.commailto:sphili...@hotmail.com' On May 2, 2013 9:58 PM, Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com wrote: ** I have built a couple of simple things in the Opalis Orchestrator, but that was a few years ago. I would do some digging on Microsoft's website to get more current information. Rick On May 2, 2013 7:54 PM, vivek garg anupgar...@gmail.commailto:anupgar...@gmail.com wrote: ** Hi Rick ,Saji, If I start learning system center orchestrater, then how should I start and from where should I learn about it as I have no prior knowledge on orchestrator or on System center. Do you have any kind of documentation which would help me understand this type of integration. Even I read soemwhere that Using orchestrator would be best option for these type of integrations. Rick, Have you done it without using orchestrator? On Fri, May 3, 2013 at 8:15 AM, Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com wrote: ** It seemed as though the new MS app, formerly known as Opalis, was similar in its build interface to the Remedy Abydos designer. I would think there would be a CLI/API connection that would work. Rick On May 2, 2013 7:36 PM, Saji Philip sphili...@gmail.commailto:sphili...@gmail.com wrote: ** We use the Microsoft integration to create Remedy incidents from SCOM 2007. We are in the process of upgrading SCOM to 2012 and microsoft no longer supports that connection. The new way is using Systems Center Orhestrater and run books utilizing a connector developed by Kelverion. I hear Kelverion is working on a similar API connector used by Microsoft and it will be more functional (not creating just tickets). Not sure if BAO can be used to integrate with SCOM.. On May 2, 2013 9:13 PM, Anup Garg anupgar...@gmail.commailto:anupgar...@gmail.com wrote: Hi, I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 2008 R2 . I need some help on steps required to integrate SCOM with BMC Remedy. Our requirement is like as follows : SCOM should raise an alert whenever any server goes down and then from that alert an incident should be created automatically in BMC Remedy with the information to be picked up from CMDB about that server. Our incident should autmatically populates the entire summary about that server(CI in atrium cmdb) . Is it possible ? Please share some steps or any dcoument if anyone has done that before. Thanks, Anup ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _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
Re: Remedy Integration with SCOM
This is something I may be looking at in the next year or two as well so I wanted to jump in and ask a question. For other integrations leveraging web services, I like to use Incident Templates, for example, to create Incidents. That way I can dynamically change the data on the Template to affect what the Integration does, without needing to actually modify code. Would that be an option in this case to make the integration easier? Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: Friday, May 03, 2013 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with SCOM ** We have Remedy and System Center. We are currently upgrading to Orchestrator 2012 along with all the other components (essentially System Center 2012). What you need for this to work (IMHO) is along with SCOM is Orchestrator and the Orchestrator Integration Pack (OIP) from Kelveriron and the OIP from Microsoft for SCOM. You could roll your own Remedy OIP using queries and consume the remedy web service to submit the incident if so inclined. This is what it appears the OIP from Kelveriron is doing, but that is from a cursory examination. The plus side is that you don't have to put the client binaries on the Orchestrator server. The integration pack that worked with Opalis (now known as Orchestrator) worked a little differently and frankly I think was much easier to use, but it doesn't work with Orchestrator. The only real challenge I see with the Kelveriron OIP is mapping your data to the new Remedy incident. If you have a lot of fields it becomes tedious. Use the SCOM OIP to catch the event, use the sql query to get your information about the host that is throwing the event and then submit using the Remedy OIP. Not really all that difficult until you start getting the request to treat different hosts with unique behavior. Jim From: Saji Philip [mailto:sphili...@gmail.com] Sent: Thursday, May 02, 2013 9:10 PM Subject: Re: Remedy Integration with SCOM ** I have documentation from Kelverion I can forward to you. Systems Center Orhestrator was formerly called Opalis. If your running Microsoft you should already own it. Theres quite a few documantation on Orhestrator on the Microsoft website. Just send me your contact info to 'sphili...@hotmail.commailto:sphili...@hotmail.com' On May 2, 2013 9:58 PM, Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com wrote: ** I have built a couple of simple things in the Opalis Orchestrator, but that was a few years ago. I would do some digging on Microsoft's website to get more current information. Rick On May 2, 2013 7:54 PM, vivek garg anupgar...@gmail.commailto:anupgar...@gmail.com wrote: ** Hi Rick ,Saji, If I start learning system center orchestrater, then how should I start and from where should I learn about it as I have no prior knowledge on orchestrator or on System center. Do you have any kind of documentation which would help me understand this type of integration. Even I read soemwhere that Using orchestrator would be best option for these type of integrations. Rick, Have you done it without using orchestrator? On Fri, May 3, 2013 at 8:15 AM, Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com wrote: ** It seemed as though the new MS app, formerly known as Opalis, was similar in its build interface to the Remedy Abydos designer. I would think there would be a CLI/API connection that would work. Rick On May 2, 2013 7:36 PM, Saji Philip sphili...@gmail.commailto:sphili...@gmail.com wrote: ** We use the Microsoft integration to create Remedy incidents from SCOM 2007. We are in the process of upgrading SCOM to 2012 and microsoft no longer supports that connection. The new way is using Systems Center Orhestrater and run books utilizing a connector developed by Kelverion. I hear Kelverion is working on a similar API connector used by Microsoft and it will be more functional (not creating just tickets). Not sure if BAO can be used to integrate with SCOM.. On May 2, 2013 9:13 PM, Anup Garg anupgar...@gmail.commailto:anupgar...@gmail.com wrote: Hi, I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 2008 R2 . I need some help on steps required to integrate SCOM with BMC Remedy. Our requirement is like as follows : SCOM should raise an alert whenever any server goes down and then from that alert an incident should be created automatically in BMC Remedy with the information to be picked up from CMDB about that server. Our incident should autmatically populates the entire summary about that server(CI in atrium cmdb) . Is it possible ? Please share some steps or any dcoument if anyone has done that before. Thanks, Anup ___ UNSUBSCRIBE or access ARSlist Archives
Re: Remedy Integration with SCOM
But How would I get the data into remedy CMDB from SCOM. Does SCOM has it's own database which contains all information about CI's (like server's etc) ? First before integrating SCOM with Remedy we need to get synchronization between Remedy CMDB and SCOM as our requirement is that whenever any alert on any server comes, then the automatic incident opened in remedy should contain all information about that server (like sever name, it's configuration ,etc.). *How would I ensure that ?* I will try to see what could help me to integrate remedy with SCOM. The issue is that we do have a lincense for Orchestrator but we could not purchase any license for Integration packs or connectors from Keleverion so I am not sure we could use it or not :( *The only tools I could use is Systems center Operations Manager and System center Orchestrator.* Is this integration possible using these two ? And we have to use windows 2012 and SCOM 2012 only :( Please suggest. On Fri, May 3, 2013 at 8:31 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** This is something I may be looking at in the next year or two as well so I wanted to jump in and ask a question. For other integrations leveraging web services, I like to use Incident Templates, for example, to create Incidents. That way I can dynamically change the data on the Template to affect what the Integration does, without needing to actually modify code. Would that be an option in this case to make the integration easier? ** ** Thanks, * * *Shawn Pierson * Remedy Developer | Energy Transfer ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jim Coryat (jcoryat) *Sent:* Friday, May 03, 2013 9:15 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Remedy Integration with SCOM ** ** ** We have Remedy and System Center. We are currently upgrading to Orchestrator 2012 along with all the other components (essentially System Center 2012). What you need for this to work (IMHO) is along with SCOM is Orchestrator and the Orchestrator Integration Pack (OIP) from Kelveriron and the OIP from Microsoft for SCOM. You could roll your own Remedy OIP using queries and consume the remedy web service to submit the incident if so inclined. This is what it appears the OIP from Kelveriron is doing, but that is from a cursory examination. The plus side is that you don’t have to put the client binaries on the Orchestrator server. The integration pack that worked with Opalis (now known as Orchestrator) worked a little differently and frankly I think was much easier to use, but it doesn’t work with Orchestrator. The only real challenge I see with the Kelveriron OIP is mapping your data to the new Remedy incident. If you have a lot of fields it becomes tedious. Use the SCOM OIP to catch the event, use the sql query to get your information about the host that is throwing the event and then submit using the Remedy OIP. Not really all that difficult until you start getting the request to treat different hosts with unique behavior. ** ** Jim ** ** *From:* Saji Philip [mailto:sphili...@gmail.com sphili...@gmail.com] *Sent:* Thursday, May 02, 2013 9:10 PM *Subject:* Re: Remedy Integration with SCOM ** ** ** I have documentation from Kelverion I can forward to you. Systems Center Orhestrator was formerly called Opalis. If your running Microsoft you should already own it. Theres quite a few documantation on Orhestrator on the Microsoft website. Just send me your contact info to 'sphili...@hotmail.com' On May 2, 2013 9:58 PM, Rick Cook remedyr...@gmail.com wrote: ** I have built a couple of simple things in the Opalis Orchestrator, but that was a few years ago. I would do some digging on Microsoft's website to get more current information. Rick On May 2, 2013 7:54 PM, vivek garg anupgar...@gmail.com wrote: ** Hi Rick ,Saji, If I start learning system center orchestrater, then how should I start and from where should I learn about it as I have no prior knowledge on orchestrator or on System center. Do you have any kind of documentation which would help me understand this type of integration. Even I read soemwhere that Using orchestrator would be best option for these type of integrations. Rick, Have you done it without using orchestrator? On Fri, May 3, 2013 at 8:15 AM, Rick Cook remedyr...@gmail.com wrote:*** * ** It seemed as though the new MS app, formerly known as Opalis, was similar in its build interface to the Remedy Abydos designer. I would think there would be a CLI/API connection that would work. Rick On May 2, 2013 7:36 PM, Saji Philip sphili...@gmail.com wrote: ** We use the Microsoft integration to create Remedy incidents from SCOM 2007. We are in the process of upgrading SCOM to 2012
Re: Remedy Integration with SCOM
Microsoft provides some Remedy code with SCOM to handle the interface. I know, I helped them make it work. ;-) Rick On May 2, 2013 7:13 PM, Anup Garg anupgar...@gmail.com wrote: Hi, I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 2008 R2 . I need some help on steps required to integrate SCOM with BMC Remedy. Our requirement is like as follows : SCOM should raise an alert whenever any server goes down and then from that alert an incident should be created automatically in BMC Remedy with the information to be picked up from CMDB about that server. Our incident should autmatically populates the entire summary about that server(CI in atrium cmdb) . Is it possible ? Please share some steps or any dcoument if anyone has done that before. Thanks, Anup ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
Re: Remedy Integration with SCOM
We use the Microsoft integration to create Remedy incidents from SCOM 2007. We are in the process of upgrading SCOM to 2012 and microsoft no longer supports that connection. The new way is using Systems Center Orhestrater and run books utilizing a connector developed by Kelverion. I hear Kelverion is working on a similar API connector used by Microsoft and it will be more functional (not creating just tickets). Not sure if BAO can be used to integrate with SCOM.. On May 2, 2013 9:13 PM, Anup Garg anupgar...@gmail.com wrote: Hi, I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 2008 R2 . I need some help on steps required to integrate SCOM with BMC Remedy. Our requirement is like as follows : SCOM should raise an alert whenever any server goes down and then from that alert an incident should be created automatically in BMC Remedy with the information to be picked up from CMDB about that server. Our incident should autmatically populates the entire summary about that server(CI in atrium cmdb) . Is it possible ? Please share some steps or any dcoument if anyone has done that before. Thanks, Anup ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
Re: Remedy Integration with SCOM
It seemed as though the new MS app, formerly known as Opalis, was similar in its build interface to the Remedy Abydos designer. I would think there would be a CLI/API connection that would work. Rick On May 2, 2013 7:36 PM, Saji Philip sphili...@gmail.com wrote: ** We use the Microsoft integration to create Remedy incidents from SCOM 2007. We are in the process of upgrading SCOM to 2012 and microsoft no longer supports that connection. The new way is using Systems Center Orhestrater and run books utilizing a connector developed by Kelverion. I hear Kelverion is working on a similar API connector used by Microsoft and it will be more functional (not creating just tickets). Not sure if BAO can be used to integrate with SCOM.. On May 2, 2013 9:13 PM, Anup Garg anupgar...@gmail.com wrote: Hi, I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 2008 R2 . I need some help on steps required to integrate SCOM with BMC Remedy. Our requirement is like as follows : SCOM should raise an alert whenever any server goes down and then from that alert an incident should be created automatically in BMC Remedy with the information to be picked up from CMDB about that server. Our incident should autmatically populates the entire summary about that server(CI in atrium cmdb) . Is it possible ? Please share some steps or any dcoument if anyone has done that before. Thanks, Anup ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _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
Re: Remedy Integration with SCOM
Hi Rick ,Saji, If I start learning system center orchestrater, then how should I start and from where should I learn about it as I have no prior knowledge on orchestrator or on System center. Do you have any kind of documentation which would help me understand this type of integration. Even I read soemwhere that Using orchestrator would be best option for these type of integrations. Rick, Have you done it without using orchestrator? On Fri, May 3, 2013 at 8:15 AM, Rick Cook remedyr...@gmail.com wrote: ** It seemed as though the new MS app, formerly known as Opalis, was similar in its build interface to the Remedy Abydos designer. I would think there would be a CLI/API connection that would work. Rick On May 2, 2013 7:36 PM, Saji Philip sphili...@gmail.com wrote: ** We use the Microsoft integration to create Remedy incidents from SCOM 2007. We are in the process of upgrading SCOM to 2012 and microsoft no longer supports that connection. The new way is using Systems Center Orhestrater and run books utilizing a connector developed by Kelverion. I hear Kelverion is working on a similar API connector used by Microsoft and it will be more functional (not creating just tickets). Not sure if BAO can be used to integrate with SCOM.. On May 2, 2013 9:13 PM, Anup Garg anupgar...@gmail.com wrote: Hi, I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 2008 R2 . I need some help on steps required to integrate SCOM with BMC Remedy. Our requirement is like as follows : SCOM should raise an alert whenever any server goes down and then from that alert an incident should be created automatically in BMC Remedy with the information to be picked up from CMDB about that server. Our incident should autmatically populates the entire summary about that server(CI in atrium cmdb) . Is it possible ? Please share some steps or any dcoument if anyone has done that before. Thanks, Anup ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ _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
Re: Remedy Integration with SCOM
I have built a couple of simple things in the Opalis Orchestrator, but that was a few years ago. I would do some digging on Microsoft's website to get more current information. Rick On May 2, 2013 7:54 PM, vivek garg anupgar...@gmail.com wrote: ** Hi Rick ,Saji, If I start learning system center orchestrater, then how should I start and from where should I learn about it as I have no prior knowledge on orchestrator or on System center. Do you have any kind of documentation which would help me understand this type of integration. Even I read soemwhere that Using orchestrator would be best option for these type of integrations. Rick, Have you done it without using orchestrator? On Fri, May 3, 2013 at 8:15 AM, Rick Cook remedyr...@gmail.com wrote: ** It seemed as though the new MS app, formerly known as Opalis, was similar in its build interface to the Remedy Abydos designer. I would think there would be a CLI/API connection that would work. Rick On May 2, 2013 7:36 PM, Saji Philip sphili...@gmail.com wrote: ** We use the Microsoft integration to create Remedy incidents from SCOM 2007. We are in the process of upgrading SCOM to 2012 and microsoft no longer supports that connection. The new way is using Systems Center Orhestrater and run books utilizing a connector developed by Kelverion. I hear Kelverion is working on a similar API connector used by Microsoft and it will be more functional (not creating just tickets). Not sure if BAO can be used to integrate with SCOM.. On May 2, 2013 9:13 PM, Anup Garg anupgar...@gmail.com wrote: Hi, I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 2008 R2 . I need some help on steps required to integrate SCOM with BMC Remedy. Our requirement is like as follows : SCOM should raise an alert whenever any server goes down and then from that alert an incident should be created automatically in BMC Remedy with the information to be picked up from CMDB about that server. Our incident should autmatically populates the entire summary about that server(CI in atrium cmdb) . Is it possible ? Please share some steps or any dcoument if anyone has done that before. Thanks, Anup ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _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
Re: Remedy Integration with SCOM
I have documentation from Kelverion I can forward to you. Systems Center Orhestrator was formerly called Opalis. If your running Microsoft you should already own it. Theres quite a few documantation on Orhestrator on the Microsoft website. Just send me your contact info to 'sphili...@hotmail.com' On May 2, 2013 9:58 PM, Rick Cook remedyr...@gmail.com wrote: ** I have built a couple of simple things in the Opalis Orchestrator, but that was a few years ago. I would do some digging on Microsoft's website to get more current information. Rick On May 2, 2013 7:54 PM, vivek garg anupgar...@gmail.com wrote: ** Hi Rick ,Saji, If I start learning system center orchestrater, then how should I start and from where should I learn about it as I have no prior knowledge on orchestrator or on System center. Do you have any kind of documentation which would help me understand this type of integration. Even I read soemwhere that Using orchestrator would be best option for these type of integrations. Rick, Have you done it without using orchestrator? On Fri, May 3, 2013 at 8:15 AM, Rick Cook remedyr...@gmail.com wrote: ** It seemed as though the new MS app, formerly known as Opalis, was similar in its build interface to the Remedy Abydos designer. I would think there would be a CLI/API connection that would work. Rick On May 2, 2013 7:36 PM, Saji Philip sphili...@gmail.com wrote: ** We use the Microsoft integration to create Remedy incidents from SCOM 2007. We are in the process of upgrading SCOM to 2012 and microsoft no longer supports that connection. The new way is using Systems Center Orhestrater and run books utilizing a connector developed by Kelverion. I hear Kelverion is working on a similar API connector used by Microsoft and it will be more functional (not creating just tickets). Not sure if BAO can be used to integrate with SCOM.. On May 2, 2013 9:13 PM, Anup Garg anupgar...@gmail.com wrote: Hi, I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 2008 R2 . I need some help on steps required to integrate SCOM with BMC Remedy. Our requirement is like as follows : SCOM should raise an alert whenever any server goes down and then from that alert an incident should be created automatically in BMC Remedy with the information to be picked up from CMDB about that server. Our incident should autmatically populates the entire summary about that server(CI in atrium cmdb) . Is it possible ? Please share some steps or any dcoument if anyone has done that before. Thanks, Anup ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _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
Re: Remedy Integration with SCOM
Hi Anup, You can install integration from below link: http://blogs.technet.com/b/kevinholman/archive/2010/09/23/installing-the-opsmgr-r2-universal-connector.aspx It has a link to download the connector for SCOM 2007 R2 for BMC Remedy ARS. It also has instructions for integration and configuration. Hope this helps. On Fri, May 3, 2013 at 7:43 AM, Anup Garg anupgar...@gmail.com wrote: Hi, I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL server 2008 R2 . I need some help on steps required to integrate SCOM with BMC Remedy. Our requirement is like as follows : SCOM should raise an alert whenever any server goes down and then from that alert an incident should be created automatically in BMC Remedy with the information to be picked up from CMDB about that server. Our incident should autmatically populates the entire summary about that server(CI in atrium cmdb) . Is it possible ? Please share some steps or any dcoument if anyone has done that before. Thanks, Anup ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- Regards, Onkar Shinde Senior Software Engineer Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Telephone: +91-20-6632-1000 Mobile: +91-7709008719 Email: onkar.shi...@vyomlabs.com Web: www.vyomlabs.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Integration with other Ticketing systems
Thanks Jason, I have another file that contains more detailed information for installation/configuration as well as the create_incident script and sample rule/config files and the directory structure for implementation. It's pretty close to a drop in install. You would just need the box to put it on. I won't be officially supporting the package but I'll help as much as I can since it benefits me to have more than just my eyes on it. I'd be interested in finding out what, if any, changes are necessary for the version. Thanks, Ron From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Friday, March 01, 2013 10:59 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with other Ticketing systems ** Very cool! I really like the approach you detail. Today we build all of the rules and processing in AR workflow. I think we need to look into using Procmail since we haven't started to (re)build email integration with our new out of the box system. Jason On Fri, Mar 1, 2013 at 9:35 AM, Peters, Ron rpet...@columbia.commailto:rpet...@columbia.com wrote: ** Fortunately I already had our system pretty much documented for support purposes. I did some cleanup and posted it. The document posted is an overall design with use cases. Thanks, Ron From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, February 28, 2013 11:21 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: OT: Remedy Integration with other Ticketing systems ** Hi Ron, It sounds like you have some great knowledge and experience with email integration and using Procmail. I know time is an issue for many of us but it would be great if you would be able to create a documenthttps://communities.bmc.com/communities/community/bmcdn/bmc_atrium_and_foundation_technologies/choose-container!input.jspa?contentType=102containerType=14container=2002 in the in AR System section of the BMC Communities. This topic sounds like something many people would benefit from having a document to follow and some sample use cases. Jason On Thu, Feb 28, 2013 at 8:20 AM, Peters, Ron rpet...@columbia.commailto:rpet...@columbia.com wrote: ** I'd echo everything said below for the pros and cons. We heavily use email integration and the OOTB email engine primarily for incident creation and routing. I moved all the email decision making and ticket creation logic out of Remedy and use Procmail which is designed for the task. I have a single script that is used to generate a ticket though the ticket can be fully customized and assigned directly based on the variables used when the script is called. I have dozens and dozens of rule sets that are used for many different reasons and implementing new ones is fairly trivial. The system processes through ~5000 messages a week. Automated messages from UPS's around the company can auto create tickets for their support team if the right message comes in or simply ignore and drop the message. Monitoring systems send messages that are routed to other groups. Messages from end users sent through special distribution lists auto-route to the proper support group (Asia, Europe etc.). Tickets are created for specific customers or a faceless default account depending on the need. Any message that shows up and doesn't have a specific rule that applies generates a ticket for my team to investigate. I don't want to miss anything. I've eliminated (so far) all the mail loops through a set of system rules (drop messages coming from Remedy etc.). All this from primarily a single script that is tightly controlled. The business has become very aware of what we can do and I commonly get requests for more integration in other areas. Hope that helps and if you're interested, let me know. $.02 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, February 28, 2013 7:21 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy Integration with other Ticketing systems ** Email is the easiest to implement and troubleshoot. Polling can be an issue if you are doing a hot handoff where your customer is tier 1, you are tier 2 and the their end user's phone call will be transferred to you. Even if polling is 1 minute on each end that can seem like eternity. The other advantage of email is simulation. Typically in a web services approach you are not going to have access/control end to end. You can send the email from your desktop mimicking the customer/process, see any error messages and verify any custom workflow. Email is also better if you are having periods of downtime. The incoming email will be in the mailbox until the Remedy server comes back up. In the case of a web service the SOAP call fails and the request is gone
Re: Remedy Integration with other Ticketing systems
Fortunately I already had our system pretty much documented for support purposes. I did some cleanup and posted it. The document posted is an overall design with use cases. Thanks, Ron From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, February 28, 2013 11:21 AM To: arslist@ARSLIST.ORG Subject: OT: Remedy Integration with other Ticketing systems ** Hi Ron, It sounds like you have some great knowledge and experience with email integration and using Procmail. I know time is an issue for many of us but it would be great if you would be able to create a documenthttps://communities.bmc.com/communities/community/bmcdn/bmc_atrium_and_foundation_technologies/choose-container!input.jspa?contentType=102containerType=14container=2002 in the in AR System section of the BMC Communities. This topic sounds like something many people would benefit from having a document to follow and some sample use cases. Jason On Thu, Feb 28, 2013 at 8:20 AM, Peters, Ron rpet...@columbia.commailto:rpet...@columbia.com wrote: ** I'd echo everything said below for the pros and cons. We heavily use email integration and the OOTB email engine primarily for incident creation and routing. I moved all the email decision making and ticket creation logic out of Remedy and use Procmail which is designed for the task. I have a single script that is used to generate a ticket though the ticket can be fully customized and assigned directly based on the variables used when the script is called. I have dozens and dozens of rule sets that are used for many different reasons and implementing new ones is fairly trivial. The system processes through ~5000 messages a week. Automated messages from UPS's around the company can auto create tickets for their support team if the right message comes in or simply ignore and drop the message. Monitoring systems send messages that are routed to other groups. Messages from end users sent through special distribution lists auto-route to the proper support group (Asia, Europe etc.). Tickets are created for specific customers or a faceless default account depending on the need. Any message that shows up and doesn't have a specific rule that applies generates a ticket for my team to investigate. I don't want to miss anything. I've eliminated (so far) all the mail loops through a set of system rules (drop messages coming from Remedy etc.). All this from primarily a single script that is tightly controlled. The business has become very aware of what we can do and I commonly get requests for more integration in other areas. Hope that helps and if you're interested, let me know. $.02 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, February 28, 2013 7:21 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy Integration with other Ticketing systems ** Email is the easiest to implement and troubleshoot. Polling can be an issue if you are doing a hot handoff where your customer is tier 1, you are tier 2 and the their end user's phone call will be transferred to you. Even if polling is 1 minute on each end that can seem like eternity. The other advantage of email is simulation. Typically in a web services approach you are not going to have access/control end to end. You can send the email from your desktop mimicking the customer/process, see any error messages and verify any custom workflow. Email is also better if you are having periods of downtime. The incoming email will be in the mailbox until the Remedy server comes back up. In the case of a web service the SOAP call fails and the request is gone. The down side is the polling and security. Also there is the perception that email is low tech, and not reliable (AKA not cool). The biggest shortcoming is going to be the other ticket system. I have worked with Remedy, NimSoft, Service Desk Manager, and Service-Now and each has its own challenge. If they are using a shared/on-demand version then customizations on their end are difficult to impossible. Attachments can be tricky. Data lengths can be an issue where your fields are shorter than their fields. If you have data length or required field conflicts you might want to consider a staging form where you take their request, massage it and push to a new ticket. If you use a staging form have workflow push the ticket number back to the staging form because your response back to the customer is from the staging form. If an incoming email can update your ticket, and you send email updates to their tickets, beware of auto-replies. My biggest fear is a email loop. I handle this two ways, outgoing updates are from a bogus email address so it won't come back at me and incoming update workflow includes $USER$ != Remedy Application Service in the qualilfication. Hope
Re: Remedy Integration with other Ticketing systems
Very cool! I really like the approach you detail. Today we build all of the rules and processing in AR workflow. I think we need to look into using Procmail since we haven't started to (re)build email integration with our new out of the box system. Jason On Fri, Mar 1, 2013 at 9:35 AM, Peters, Ron rpet...@columbia.com wrote: ** Fortunately I already had our system pretty much documented for support purposes. I did some cleanup and posted it. The document posted is an overall design with use cases. ** ** Thanks, Ron ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller *Sent:* Thursday, February 28, 2013 11:21 AM *To:* arslist@ARSLIST.ORG *Subject:* OT: Remedy Integration with other Ticketing systems ** ** ** Hi Ron, ** ** It sounds like you have some great knowledge and experience with email integration and using Procmail. I know time is an issue for many of us but it would be great if you would be able to create a documenthttps://communities.bmc.com/communities/community/bmcdn/bmc_atrium_and_foundation_technologies/choose-container!input.jspa?contentType=102containerType=14container=2002 in the in AR System section of the BMC Communities. This topic sounds like something many people would benefit from having a document to follow and some sample use cases. ** ** Jason ** ** ** ** On Thu, Feb 28, 2013 at 8:20 AM, Peters, Ron rpet...@columbia.com wrote: ** I’d echo everything said below for the pros and cons. We heavily use email integration and the OOTB email engine primarily for incident creation and routing. I moved all the email decision making and ticket creation logic out of Remedy and use Procmail which is designed for the task. I have a single script that is used to generate a ticket though the ticket can be fully customized and assigned directly based on the variables used when the script is called. I have dozens and dozens of rule sets that are used for many different reasons and implementing new ones is fairly trivial. The system processes through ~5000 messages a week. Automated messages from UPS’s around the company can auto create tickets for their support team if the right message comes in or simply ignore and drop the message. Monitoring systems send messages that are routed to other groups. Messages from end users sent through special distribution lists auto-route to the proper support group (Asia, Europe etc.). Tickets are created for specific customers or a faceless default account depending on the need. Any message that shows up and doesn’t have a specific rule that applies generates a ticket for my team to investigate. I don’t want to miss anything. I’ve eliminated (so far) all the mail loops through a set of system rules (drop messages coming from Remedy etc.). All this from primarily a single script that is tightly controlled. The business has become very aware of what we can do and I commonly get requests for more integration in other areas. Hope that helps and if you’re interested, let me know. $.02 *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Brittain, Mark *Sent:* Thursday, February 28, 2013 7:21 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Remedy Integration with other Ticketing systems ** Email is the easiest to implement and troubleshoot. Polling can be an issue if you are doing a hot handoff where your customer is tier 1, you are tier 2 and the their end user’s phone call will be transferred to you. Even if polling is 1 minute on each end that can seem like eternity. The other advantage of email is simulation. Typically in a web services approach you are not going to have access/control end to end. You can send the email from your desktop mimicking the customer/process, see any error messages and verify any custom workflow. Email is also better if you are having periods of downtime. The incoming email will be in the mailbox until the Remedy server comes back up. In the case of a web service the SOAP call fails and the request is gone. The down side is the polling and security. Also there is the perception that email is low tech, and not reliable (AKA not cool). The biggest shortcoming is going to be the other ticket system. I have worked with Remedy, NimSoft, Service Desk Manager, and Service-Now and each has its own challenge. If they are using a shared/on-demand version then customizations on their end are difficult to impossible. Attachments can be tricky. Data lengths can be an issue where your fields are shorter than their fields. If you have data length or required field conflicts you might want to consider a staging form where you take their request, massage it and push to a new ticket. If you use a staging
Re: Remedy Integration with other Ticketing systems
Email is the easiest to implement and troubleshoot. Polling can be an issue if you are doing a hot handoff where your customer is tier 1, you are tier 2 and the their end user's phone call will be transferred to you. Even if polling is 1 minute on each end that can seem like eternity. The other advantage of email is simulation. Typically in a web services approach you are not going to have access/control end to end. You can send the email from your desktop mimicking the customer/process, see any error messages and verify any custom workflow. Email is also better if you are having periods of downtime. The incoming email will be in the mailbox until the Remedy server comes back up. In the case of a web service the SOAP call fails and the request is gone. The down side is the polling and security. Also there is the perception that email is low tech, and not reliable (AKA not cool). The biggest shortcoming is going to be the other ticket system. I have worked with Remedy, NimSoft, Service Desk Manager, and Service-Now and each has its own challenge. If they are using a shared/on-demand version then customizations on their end are difficult to impossible. Attachments can be tricky. Data lengths can be an issue where your fields are shorter than their fields. If you have data length or required field conflicts you might want to consider a staging form where you take their request, massage it and push to a new ticket. If you use a staging form have workflow push the ticket number back to the staging form because your response back to the customer is from the staging form. If an incoming email can update your ticket, and you send email updates to their tickets, beware of auto-replies. My biggest fear is a email loop. I handle this two ways, outgoing updates are from a bogus email address so it won't come back at me and incoming update workflow includes $USER$ != Remedy Application Service in the qualilfication. Hope this helps Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Steve Kallestad Sent: Wednesday, February 27, 2013 11:58 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with other Ticketing systems ** 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 Pentahohttp://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.commailto: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_ _ARSlist: Where the Answers Are and have been for 20 years_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain
Re: Remedy Integration with other Ticketing systems
I'd echo everything said below for the pros and cons. We heavily use email integration and the OOTB email engine primarily for incident creation and routing. I moved all the email decision making and ticket creation logic out of Remedy and use Procmail which is designed for the task. I have a single script that is used to generate a ticket though the ticket can be fully customized and assigned directly based on the variables used when the script is called. I have dozens and dozens of rule sets that are used for many different reasons and implementing new ones is fairly trivial. The system processes through ~5000 messages a week. Automated messages from UPS's around the company can auto create tickets for their support team if the right message comes in or simply ignore and drop the message. Monitoring systems send messages that are routed to other groups. Messages from end users sent through special distribution lists auto-route to the proper support group (Asia, Europe etc.). Tickets are created for specific customers or a faceless default account depending on the need. Any message that shows up and doesn't have a specific rule that applies generates a ticket for my team to investigate. I don't want to miss anything. I've eliminated (so far) all the mail loops through a set of system rules (drop messages coming from Remedy etc.). All this from primarily a single script that is tightly controlled. The business has become very aware of what we can do and I commonly get requests for more integration in other areas. Hope that helps and if you're interested, let me know. $.02 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, February 28, 2013 7:21 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with other Ticketing systems ** Email is the easiest to implement and troubleshoot. Polling can be an issue if you are doing a hot handoff where your customer is tier 1, you are tier 2 and the their end user's phone call will be transferred to you. Even if polling is 1 minute on each end that can seem like eternity. The other advantage of email is simulation. Typically in a web services approach you are not going to have access/control end to end. You can send the email from your desktop mimicking the customer/process, see any error messages and verify any custom workflow. Email is also better if you are having periods of downtime. The incoming email will be in the mailbox until the Remedy server comes back up. In the case of a web service the SOAP call fails and the request is gone. The down side is the polling and security. Also there is the perception that email is low tech, and not reliable (AKA not cool). The biggest shortcoming is going to be the other ticket system. I have worked with Remedy, NimSoft, Service Desk Manager, and Service-Now and each has its own challenge. If they are using a shared/on-demand version then customizations on their end are difficult to impossible. Attachments can be tricky. Data lengths can be an issue where your fields are shorter than their fields. If you have data length or required field conflicts you might want to consider a staging form where you take their request, massage it and push to a new ticket. If you use a staging form have workflow push the ticket number back to the staging form because your response back to the customer is from the staging form. If an incoming email can update your ticket, and you send email updates to their tickets, beware of auto-replies. My biggest fear is a email loop. I handle this two ways, outgoing updates are from a bogus email address so it won't come back at me and incoming update workflow includes $USER$ != Remedy Application Service in the qualilfication. Hope this helps Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Steve Kallestad Sent: Wednesday, February 27, 2013 11:58 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy Integration with other Ticketing systems ** 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
Re: Remedy Integration with other Ticketing systems
A lot depends on the requirements of the integration. 1.How does the other system keep track of their open incidents in Remedy 2. How do they add notes to the incident? 3. Can they close or cancel a incident? You can assume they use e-mail but when integrating with another system you have the Email Loop problem you have to solve. I.e. you send an e-mail to create a ticket ... their system responds with a Thank you email which generates another ticket in your system. Gratefully your system responds which creates a ticket in their system Web Services or using direct java api can provide a better interface. You also may want to consider a publish/subscribe solution like webMethods. I would only do that if it is not a point to point integration and multiple systems have to integrate with Remedy. Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Christine Milton Hall Sent: Wednesday, February 27, 2013 10:25 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
Re: Remedy Integration with other Ticketing systems
Like anything with Remedy, there a bunch of ways to approach it. From email integrations (clunky) to Web Services. First question, Are the 2 systems on the same network? If not, will the 2 networks be able to talk? What version of Remedy? What is the other system? Warren On Wed, Feb 27, 2013 at 10:24 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_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Integration with other Ticketing systems
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
Re: Remedy Integration with other Ticketing systems
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 Pentahohttp://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
Re: Remedy Integration with other Ticketing systems
I prefer to not use email or web services, because at any significant volume, throughput becomes an issue. I prefer to use either the Integrator app or the API calls in a Perl or Java script. Rick On Feb 27, 2013 8:59 PM, Steve Kallestad st...@tabtonic.com wrote: ** 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 Pentahohttp://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_ _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
Re: Remedy Integration
Thank You Very much guys for the reply .. If I create a DB trigger on insert and have some field modified just after the data has been inserted by the .jsp will that help in triggering the remedy filter. Jason, Thank you very much for the advice, I too would have used an Escalation instead of other options But we already have multiple escalations running every minute in my environment :-( On Tue, Nov 6, 2012 at 9:42 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Jason, You are right, I was going off of the ability to call the script from either the same process that creates the db record, or a db trigger, but you are 100% correct. If instead of creating the db record, the integration could do something else as you suggested, it could remove the 'need' for the api script all together. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Tuesday, November 06, 2012 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration ** Just to expand on that little... if the process is only dropping a record into a DB table you will need a timer component somewhere unless you create a DB trigger to call a 'client'. Since the record came in at the DB level, under the AR api's radar, you need some method of letting AR System know that new record is there for filters to fire on. In LJ's example you might have a cron job or Windows scheduled task to call your api client that would let AR System know the new record is there. At that point why not use an Escalation? As long as the record count in the SQL table is kept under control there isn't a performance issue. True the fastest it can run is once every minute but for most processes that is frequent enough. The benefit of using an Escalation is you remove the added complexity of needing to create you own api client and the need to manage an external scheduling component. I completely understand not wanting to create an Escalation to watch for a new record every minute. We have a few of these types of integrations and I hesitate each time we build one but when it comes down to it the level of effort and added complexity to create and maintain all of the external moving parts isn't worth it. Looking at this a little differently, it sounds like you already have a process that is picking up the SMS messages and putting them into a table. Can you give use a little more detail about this process? Is it a custom process? Instead of dropping records into a DB table can it call a web service, custom api program, shell script, etc.? Maybe there are some options here to remove the need for a timer component altogether. Jason On Nov 6, 2012 6:11 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.milmailto: lj.longwing@mda.mil wrote: Adarsh, You are thinking down the correct path regarding API. You will need to write a small, simple API based 'client'. This client could be as simple as a perl script that does a modify on the record in question, that modification could of course trigger the filters you are looking for. The official API's are Java and C, but there are tons others out there (PHP, .NET, Perl, etc). -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Adarsh Sent: Tuesday, November 06, 2012 5:07 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration ** Hi Guys, I am sure you might come across this question in past, if someone could please help me with this .. I am currently working on an integration where users can send a SMS to get an Incident created. Sms sent by an user is captured in one of the table in the arschema. I have created a view table in remedy to view the data in this table. based on the phone no of the users I will be capturing the users details and these details with required fields to generate an incident will be pushed to incident interface create form. Now !!! I dont want to use an escalation to trigger the filters :-( .. even if i write a trigger in the database which would push all the values to incident interface form still the incident wont get created as the filter wont come to know about the table update .. Is there any other way I can get the filter triggered once there is a new entry in the view form. I somewhere read about using API calls or web services but its not mentioned anywhere how to use it. I am using remedy 7.6.04 _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 _attend
Re: Remedy Integration
The modify needs to be done through the api. This is either an escalation, or some other api client that does it, but nothing at the db can do it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Adarsh Sent: Wednesday, November 07, 2012 1:38 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration ** Thank You Very much guys for the reply .. If I create a DB trigger on insert and have some field modified just after the data has been inserted by the .jsp will that help in triggering the remedy filter. Jason, Thank you very much for the advice, I too would have used an Escalation instead of other options But we already have multiple escalations running every minute in my environment :-( On Tue, Nov 6, 2012 at 9:42 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Jason, You are right, I was going off of the ability to call the script from either the same process that creates the db record, or a db trigger, but you are 100% correct. If instead of creating the db record, the integration could do something else as you suggested, it could remove the 'need' for the api script all together. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Tuesday, November 06, 2012 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration ** Just to expand on that little... if the process is only dropping a record into a DB table you will need a timer component somewhere unless you create a DB trigger to call a 'client'. Since the record came in at the DB level, under the AR api's radar, you need some method of letting AR System know that new record is there for filters to fire on. In LJ's example you might have a cron job or Windows scheduled task to call your api client that would let AR System know the new record is there. At that point why not use an Escalation? As long as the record count in the SQL table is kept under control there isn't a performance issue. True the fastest it can run is once every minute but for most processes that is frequent enough. The benefit of using an Escalation is you remove the added complexity of needing to create you own api client and the need to manage an external scheduling component. I completely understand not wanting to create an Escalation to watch for a new record every minute. We have a few of these types of integrations and I hesitate each time we build one but when it comes down to it the level of effort and added complexity to create and maintain all of the external moving parts isn't worth it. Looking at this a little differently, it sounds like you already have a process that is picking up the SMS messages and putting them into a table. Can you give use a little more detail about this process? Is it a custom process? Instead of dropping records into a DB table can it call a web service, custom api program, shell script, etc.? Maybe there are some options here to remove the need for a timer component altogether. Jason On Nov 6, 2012 6:11 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil mailto:lj.longwing@mda.mil wrote: Adarsh, You are thinking down the correct path regarding API. You will need to write a small, simple API based 'client'. This client could be as simple as a perl script that does a modify on the record in question, that modification could of course trigger the filters you are looking for. The official API's are Java and C, but there are tons others out there (PHP, .NET, Perl, etc). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Adarsh Sent: Tuesday, November 06, 2012 5:07 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration ** Hi Guys, I am sure you might come across this question in past, if someone could please help me with this .. I am currently working on an integration where users can send a SMS to get an Incident created. Sms sent by an user is captured in one of the table in the arschema. I have created a view table in remedy to view the data in this table. based on the phone no of the users I will be capturing the users details and these details with required fields to generate an incident will be pushed to incident interface create form. Now !!! I dont want to use an escalation to trigger the filters
Re: Remedy Integration
Adarsh; As far as i can read you can also explore this by using webservices, you can read through it the information of a staging form. However you are also needing for a scalation for it. Another approach si by coding a batch/shell file that could use runmacro to read a csv file form the DB and with this you'll be able to trigger The workflow you may need form The staging form. Hugo Ruesga Systems Software Consultant / BMC Certified Enviado desde mi iPad El 06/11/2012, a las 06:07, Adarsh adarsh.padwal...@gmail.com escribió: ** Hi Guys, I am sure you might come across this question in past, if someone could please help me with this .. I am currently working on an integration where users can send a SMS to get an Incident created. Sms sent by an user is captured in one of the table in the arschema. I have created a view table in remedy to view the data in this table. based on the phone no of the users I will be capturing the users details and these details with required fields to generate an incident will be pushed to incident interface create form. Now !!! I dont want to use an escalation to trigger the filters :-( .. even if i write a trigger in the database which would push all the values to incident interface form still the incident wont get created as the filter wont come to know about the table update .. Is there any other way I can get the filter triggered once there is a new entry in the view form. I somewhere read about using API calls or web services but its not mentioned anywhere how to use it. I am using remedy 7.6.04 _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
Re: Remedy Integration
Adarsh, You are thinking down the correct path regarding API. You will need to write a small, simple API based 'client'. This client could be as simple as a perl script that does a modify on the record in question, that modification could of course trigger the filters you are looking for. The official API's are Java and C, but there are tons others out there (PHP, .NET, Perl, etc). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Adarsh Sent: Tuesday, November 06, 2012 5:07 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration ** Hi Guys, I am sure you might come across this question in past, if someone could please help me with this .. I am currently working on an integration where users can send a SMS to get an Incident created. Sms sent by an user is captured in one of the table in the arschema. I have created a view table in remedy to view the data in this table. based on the phone no of the users I will be capturing the users details and these details with required fields to generate an incident will be pushed to incident interface create form. Now !!! I dont want to use an escalation to trigger the filters :-( .. even if i write a trigger in the database which would push all the values to incident interface form still the incident wont get created as the filter wont come to know about the table update .. Is there any other way I can get the filter triggered once there is a new entry in the view form. I somewhere read about using API calls or web services but its not mentioned anywhere how to use it. I am using remedy 7.6.04 _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
Re: Remedy Integration
Just to expand on that little... if the process is only dropping a record into a DB table you will need a timer component somewhere unless you create a DB trigger to call a 'client'. Since the record came in at the DB level, under the AR api's radar, you need some method of letting AR System know that new record is there for filters to fire on. In LJ's example you might have a cron job or Windows scheduled task to call your api client that would let AR System know the new record is there. At that point why not use an Escalation? As long as the record count in the SQL table is kept under control there isn't a performance issue. True the fastest it can run is once every minute but for most processes that is frequent enough. The benefit of using an Escalation is you remove the added complexity of needing to create you own api client and the need to manage an external scheduling component. I completely understand not wanting to create an Escalation to watch for a new record every minute. We have a few of these types of integrations and I hesitate each time we build one but when it comes down to it the level of effort and added complexity to create and maintain all of the external moving parts isn't worth it. Looking at this a little differently, it sounds like you already have a process that is picking up the SMS messages and putting them into a table. Can you give use a little more detail about this process? Is it a custom process? Instead of dropping records into a DB table can it call a web service, custom api program, shell script, etc.? Maybe there are some options here to remove the need for a timer component altogether. Jason On Nov 6, 2012 6:11 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Adarsh, You are thinking down the correct path regarding API. You will need to write a small, simple API based 'client'. This client could be as simple as a perl script that does a modify on the record in question, that modification could of course trigger the filters you are looking for. The official API's are Java and C, but there are tons others out there (PHP, .NET, Perl, etc). -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Adarsh Sent: Tuesday, November 06, 2012 5:07 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration ** Hi Guys, I am sure you might come across this question in past, if someone could please help me with this .. I am currently working on an integration where users can send a SMS to get an Incident created. Sms sent by an user is captured in one of the table in the arschema. I have created a view table in remedy to view the data in this table. based on the phone no of the users I will be capturing the users details and these details with required fields to generate an incident will be pushed to incident interface create form. Now !!! I dont want to use an escalation to trigger the filters :-( .. even if i write a trigger in the database which would push all the values to incident interface form still the incident wont get created as the filter wont come to know about the table update .. Is there any other way I can get the filter triggered once there is a new entry in the view form. I somewhere read about using API calls or web services but its not mentioned anywhere how to use it. I am using remedy 7.6.04 _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy Integration
Jason, You are right, I was going off of the ability to call the script from either the same process that creates the db record, or a db trigger, but you are 100% correct. If instead of creating the db record, the integration could do something else as you suggested, it could remove the 'need' for the api script all together. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Tuesday, November 06, 2012 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration ** Just to expand on that little... if the process is only dropping a record into a DB table you will need a timer component somewhere unless you create a DB trigger to call a 'client'. Since the record came in at the DB level, under the AR api's radar, you need some method of letting AR System know that new record is there for filters to fire on. In LJ's example you might have a cron job or Windows scheduled task to call your api client that would let AR System know the new record is there. At that point why not use an Escalation? As long as the record count in the SQL table is kept under control there isn't a performance issue. True the fastest it can run is once every minute but for most processes that is frequent enough. The benefit of using an Escalation is you remove the added complexity of needing to create you own api client and the need to manage an external scheduling component. I completely understand not wanting to create an Escalation to watch for a new record every minute. We have a few of these types of integrations and I hesitate each time we build one but when it comes down to it the level of effort and added complexity to create and maintain all of the external moving parts isn't worth it. Looking at this a little differently, it sounds like you already have a process that is picking up the SMS messages and putting them into a table. Can you give use a little more detail about this process? Is it a custom process? Instead of dropping records into a DB table can it call a web service, custom api program, shell script, etc.? Maybe there are some options here to remove the need for a timer component altogether. Jason On Nov 6, 2012 6:11 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil mailto:lj.longwing@mda.mil wrote: Adarsh, You are thinking down the correct path regarding API. You will need to write a small, simple API based 'client'. This client could be as simple as a perl script that does a modify on the record in question, that modification could of course trigger the filters you are looking for. The official API's are Java and C, but there are tons others out there (PHP, .NET, Perl, etc). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Adarsh Sent: Tuesday, November 06, 2012 5:07 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration ** Hi Guys, I am sure you might come across this question in past, if someone could please help me with this .. I am currently working on an integration where users can send a SMS to get an Incident created. Sms sent by an user is captured in one of the table in the arschema. I have created a view table in remedy to view the data in this table. based on the phone no of the users I will be capturing the users details and these details with required fields to generate an incident will be pushed to incident interface create form. Now !!! I dont want to use an escalation to trigger the filters :-( .. even if i write a trigger in the database which would push all the values to incident interface form still the incident wont get created as the filter wont come to know about the table update .. Is there any other way I can get the filter triggered once there is a new entry in the view form. I somewhere read about using API calls or web services but its not mentioned anywhere how to use it. I am using remedy 7.6.04 _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 _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
Re: Remedy Integration Available ?
Hi Gidd, I do not know of any products for integrating Remedy and Lawson. We have built our own integrations in house. Remedy automatically create accounts for self service users (this is probably more of the Lawson HR piece though). Remedy creates a csv file and uses sftp to upload it to the Lawson server. From there they have a job on the Lawson server that processes the files and creates the accounts. We are also in the beginning stages of integrate Remedy, Lawson and a custom software ordering intranet page to automate ordering of approved software. Since we are still in the planning phases I don't have many details regarding this integration at this time. What is it you are looking to accomplish from this integration? Jason On Thu, May 1, 2008 at 8:19 AM, Gidd [EMAIL PROTECTED] wrote: ** Listers: Anyone aware of integration tool(s) to Lawson Accounting application? Any advice, suggestions or integration issues would be appreciated. Regards…Gidd *Glidden L. Calden* *BUOYANT SOLUTIONS, INC.* Keeping business afloat ...in a Sea of Solutions Office ( *916.334.0599* FAX 4 *916.265.0112* Web 8 *http://www.buoyantsolutions.net* E-mail + *mailto:[EMAIL PROTECTED] [EMAIL PROTECTED]* This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration Available ?
Jason, From what I am told, the latest version of Lawson supports XML so if this is the case I may have a solution for my client. They are looking to potentially integrate Lawson and Asset Ordering/PO processes to/from our mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] solution but nothing firm yet and still in a planning stage. I also tripped over Cast Iron Systems (appliance) that has hardware/firmware that provides an integration point. http://www.castiron.com/integration-solutions/lawson/ Just wondering if anyone has used this ? Thanks for the help. Regards...Gidd _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller Sent: Thursday, May 01, 2008 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration Available ? ** Hi Gidd, I do not know of any products for integrating Remedy and Lawson. We have built our own integrations in house. Remedy automatically create accounts for self service users (this is probably more of the Lawson HR piece though). Remedy creates a csv file and uses sftp to upload it to the Lawson server. From there they have a job on the Lawson server that processes the files and creates the accounts. We are also in the beginning stages of integrate Remedy, Lawson and a custom software ordering intranet page to automate ordering of approved software. Since we are still in the planning phases I don't have many details regarding this integration at this time. What is it you are looking to accomplish from this integration? Jason On Thu, May 1, 2008 at 8:19 AM, Gidd [EMAIL PROTECTED] wrote: ** Listers: Anyone aware of integration tool(s) to Lawson Accounting application? Any advice, suggestions or integration issues would be appreciated. Regards.Gidd Glidden L. Calden BUOYANT SOLUTIONS, INC. Keeping business afloat ...in a Sea of Solutions Office ( 916.334.0599 FAX 4 916.265.0112 Web 8 http://www.buoyantsolutions.net http://www.buoyantsolutions.net/ E-mail + mailto:[EMAIL PROTECTED] This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration Available ?
Gidd, I don't have an integration for Lawson - but their headquarters are about 400 yards away -- I could go ask the receptionist :) -John On Thu, May 1, 2008 at 10:19 AM, Gidd [EMAIL PROTECTED] wrote: ** Listers: Anyone aware of integration tool(s) to Lawson Accounting application? Any advice, suggestions or integration issues would be appreciated. Regards…Gidd *Glidden L. Calden* *BUOYANT SOLUTIONS, INC.* Keeping business afloat ...in a Sea of Solutions Office ( *916.334.0599* FAX 4 *916.265.0112* Web 8 *http://www.buoyantsolutions.net* E-mail + *mailto:[EMAIL PROTECTED] [EMAIL PROTECTED]* This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration Available ?
John, Would ya mind popping in on them to get an answer LOL Gidd _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of John Sundberg Sent: Thursday, May 01, 2008 12:59 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration Available ? ** Gidd, I don't have an integration for Lawson - but their headquarters are about 400 yards away -- I could go ask the receptionist :) -John On Thu, May 1, 2008 at 10:19 AM, Gidd [EMAIL PROTECTED] wrote: ** Listers: Anyone aware of integration tool(s) to Lawson Accounting application? Any advice, suggestions or integration issues would be appreciated. Regards.Gidd Glidden L. Calden BUOYANT SOLUTIONS, INC. Keeping business afloat ...in a Sea of Solutions Office ( 916.334.0599 FAX 4 916.265.0112 Web 8 http://www.buoyantsolutions.net http://www.buoyantsolutions.net/ E-mail + mailto:[EMAIL PROTECTED] This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration Available ?
Asking a random secretary if they want to integrate MIGHT just get ya slapped :) PS - Hi, I hope all is well over there. I'm about 5 miles south of ya. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of John Sundberg Sent: Thursday, May 01, 2008 2:59 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration Available ? ** Gidd, I don't have an integration for Lawson - but their headquarters are about 400 yards away -- I could go ask the receptionist :) -John On Thu, May 1, 2008 at 10:19 AM, Gidd [EMAIL PROTECTED] wrote: ** Listers: Anyone aware of integration tool(s) to Lawson Accounting application? Any advice, suggestions or integration issues would be appreciated. Regards...Gidd Glidden L. Calden BUOYANT SOLUTIONS, INC. Keeping business afloat ...in a Sea of Solutions Office ( 916.334.0599 FAX 4 916.265.0112 Web 8 http://www.buoyantsolutions.net http://www.buoyantsolutions.net/ E-mail + mailto:[EMAIL PROTECTED] This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration Available ?
Slapped could be good ;) FYI - MN people -- care to get together for a Sushi lunch some time - just for fun? Email me if interested. -John On Thu, May 1, 2008 at 3:28 PM, William Rentfrow [EMAIL PROTECTED] wrote: ** Asking a random secretary if they want to integrate MIGHT just get ya slapped :) PS - Hi, I hope all is well over there. I'm about 5 miles south of ya. -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *John Sundberg *Sent:* Thursday, May 01, 2008 2:59 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Remedy Integration Available ? ** Gidd, I don't have an integration for Lawson - but their headquarters are about 400 yards away -- I could go ask the receptionist :) -John On Thu, May 1, 2008 at 10:19 AM, Gidd [EMAIL PROTECTED] wrote: ** Listers: Anyone aware of integration tool(s) to Lawson Accounting application? Any advice, suggestions or integration issues would be appreciated. Regards…Gidd *Glidden L. Calden* *BUOYANT SOLUTIONS, INC.* Keeping business afloat ...in a Sea of Solutions Office ( *916.334.0599* FAX 4 *916.265.0112* Web 8 *http://www.buoyantsolutions.net* E-mail + *mailto:[EMAIL PROTECTED] [EMAIL PROTECTED]* This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration Available ?
I dunno... Getting cuffed along side of the melon just plain smarts - unless, of course, you're Klingon and sharpen the fangs by hand because you think that pain is fun. :-p Now if you had mentioned something about chowing down an animal that went 'moo', optionally has grill marks and is preferably still bleeding a bit... Slapped could be good ;) FYI - MN people -- care to get together for a Sushi lunch some time - just for fun? Email me if interested. -John On Thu, May 1, 2008 at 3:28 PM, William Rentfrow [EMAIL PROTECTED] wrote: ** Asking a random secretary if they want to integrate MIGHT just get ya slapped :) PS - Hi, I hope all is well over there. I'm about 5 miles south of ya. -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *John Sundberg *Sent:* Thursday, May 01, 2008 2:59 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Remedy Integration Available ? ** Gidd, I don't have an integration for Lawson - but their headquarters are about 400 yards away -- I could go ask the receptionist :) -John On Thu, May 1, 2008 at 10:19 AM, Gidd [EMAIL PROTECTED] wrote: ** Listers: Anyone aware of integration tool(s) to Lawson Accounting application? Any advice, suggestions or integration issues would be appreciated. Regards Gidd *Glidden L. Calden* *BUOYANT SOLUTIONS, INC.* Keeping business afloat ...in a Sea of Solutions Office ( *916.334.0599* FAX 4 *916.265.0112* Web 8 *http://www.buoyantsolutions.net* E-mail + *mailto:[EMAIL PROTECTED] [EMAIL PROTECTED]* This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. -- - Will Du Chene - [EMAIL PROTECTED] http://www.myspace.com/wduchene - ...you're an anti-Microsoft zealot... - Norm Kaiser - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
Look through - BMC Remedy Action Request System 7.1.00 Integrating with Plug-ins and Third-Party Products manual and choose the method that works best for your company/skills. http://documents.bmc.com/supportu/documents/93/94/69394/69394.pdf You will need a support ID to see the document. If your company doesn't have a support ID, you have a few options - 1. Ask the customer who needs the integration for a copy. 2. Join the BMC partner program as a technical alliance - then you can eventually advertise your integration. 3. Contact BMC and ask for a copy of the manual - Kelly Deaver [EMAIL PROTECTED] Original Message Subject: Re: Remedy Integration From: Andy Hey [EMAIL PROTECTED] Date: Thu, April 24, 2008 7:47 am To: arslist@ARSLIST.ORG All Thanks for the responses both on and off list. I think the Web Service API route is my preferred route currently. Can anyone point me to the documentation? Thanks again Andy On 24 Apr 2008, at 02:11, Matt Reinfeldt wrote: Chris, I use ARSPerl v. 1.90 on my local machine (windows install) to create and get entries out of a 7.1 patch002 server. The ARSPerl module itself is compiled against 7.0.1, I believe, so, of course, there's the possibility of missing objects and functionality, however, the API calls that currently exist still do function, from what I can tell in my testing. Matt R. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, April 23, 2008 11:11 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The current version of ARSPerl is unable to get at data through the 7.1 API, but works fine if you are on ARS 7.0 or earlier. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chapin, John Sent: Wednesday, April 23, 2008 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration Using the ARSperl module be another option... but I'm not certain of it's use with ARS v7. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The app is written in php/mysql with some perl scripts as well... if that helps? Andy On 23 Apr 2008, at 16:18, LJ Longwing wrote: there are literally dozens of ways to get a record created, the ones you list below are valid, the ones you mention require changing the application to accept the messages, depending o the language that your tool is written in, you may be able to use API to connect and create the records. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are - The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly
Re: Remedy Integration
All Thanks for the responses both on and off list. I think the Web Service API route is my preferred route currently. Can anyone point me to the documentation? Thanks again Andy On 24 Apr 2008, at 02:11, Matt Reinfeldt wrote: Chris, I use ARSPerl v. 1.90 on my local machine (windows install) to create and get entries out of a 7.1 patch002 server. The ARSPerl module itself is compiled against 7.0.1, I believe, so, of course, there's the possibility of missing objects and functionality, however, the API calls that currently exist still do function, from what I can tell in my testing. Matt R. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, April 23, 2008 11:11 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The current version of ARSPerl is unable to get at data through the 7.1 API, but works fine if you are on ARS 7.0 or earlier. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chapin, John Sent: Wednesday, April 23, 2008 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration Using the ARSperl module be another option... but I'm not certain of it's use with ARS v7. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The app is written in php/mysql with some perl scripts as well... if that helps? Andy On 23 Apr 2008, at 16:18, LJ Longwing wrote: there are literally dozens of ways to get a record created, the ones you list below are valid, the ones you mention require changing the application to accept the messages, depending o the language that your tool is written in, you may be able to use API to connect and create the records. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are - The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender immediately by reply e-mail and destroy all copies of the original message. Please note that we do not accept account orders and/or instructions by e-mail, and therefore will not be responsible for carrying out such orders and/or instructions. If you, as the intended recipient of this message, the purpose of which is to inform and update our clients, prospects and consultants of developments relating to our services and products, would not like to receive further e-mail correspondence from the sender, please reply to the sender indicating your wishes. In the U.S.: 1345 Avenue of the Americas, New York, NY 10105. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access
Re: Remedy Integration
The Web Service API is interesting. However - to get it to work - you need a Remedy developer - to do something to production -- in this case they would need to make a web service for a form. (Often times that can be a big deal -- and may not be able to be done for quite some time - based on change windows etc) This is where Klink or XMLGateway are interesting -- either would allow you to interact with Remedy using PHP (or whatever language) without having the Remedy administrator do anything. I do wish BMC would add this type of functionality straight to the ARServer. It would allow any language/system to interact with Remedy - without making the Remedy developer to have to do something every time somebody else wants to get data out. So - if you are making a product -- you probably want to make the install as easy as possible - and No install at all onto the Remedy production server is easiest. You would setup a config file on your system with things like servername userid passwd form_to_submit fieldmap1 ... And you program can grab that - then connect to Klink - and send off the info. -John On Thu, Apr 24, 2008 at 7:47 AM, Andy Hey [EMAIL PROTECTED] wrote: All Thanks for the responses both on and off list. I think the Web Service API route is my preferred route currently. Can anyone point me to the documentation? Thanks again Andy On 24 Apr 2008, at 02:11, Matt Reinfeldt wrote: Chris, I use ARSPerl v. 1.90 on my local machine (windows install) to create and get entries out of a 7.1 patch002 server. The ARSPerl module itself is compiled against 7.0.1, I believe, so, of course, there's the possibility of missing objects and functionality, however, the API calls that currently exist still do function, from what I can tell in my testing. Matt R. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, April 23, 2008 11:11 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The current version of ARSPerl is unable to get at data through the 7.1 API, but works fine if you are on ARS 7.0 or earlier. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chapin, John Sent: Wednesday, April 23, 2008 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration Using the ARSperl module be another option... but I'm not certain of it's use with ARS v7. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The app is written in php/mysql with some perl scripts as well... if that helps? Andy On 23 Apr 2008, at 16:18, LJ Longwing wrote: there are literally dozens of ways to get a record created, the ones you list below are valid, the ones you mention require changing the application to accept the messages, depending o the language that your tool is written in, you may be able to use API to connect and create the records. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers
Re: Remedy Integration
Andy, Are you using the OOB ITSM application? (Just a guess since you mentioned AIE.) I just took a real quick look at the v7.1 ITSM app server we have stood up (in dev) and I found this OOB Web Service : HPD_IncidentInterface_Create_WS It looks like it does what you might want it to do. (AKA: Create an Incident) You will still need a Web Service client and need to hook that client into your vulnerability management tool. The good news about a Web Service client is that they should be easy to do in just about any modern language. ( Especially since ARS produces a WDSL [Web Services Description Language] file for any WS they publish. :) ) Can you be more specific about the language of choice for the Web Service client that you have chosen? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Thu, Apr 24, 2008 at 9:32 AM, John Sundberg [EMAIL PROTECTED] wrote: ** The Web Service API is interesting. However - to get it to work - you need a Remedy developer - to do something to production -- in this case they would need to make a web service for a form. (Often times that can be a big deal -- and may not be able to be done for quite some time - based on change windows etc) snip -John John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] On Thu, Apr 24, 2008 at 7:47 AM, Andy Hey [EMAIL PROTECTED] wrote: All Thanks for the responses both on and off list. I think the Web Service API route is my preferred route currently. Can anyone point me to the documentation? Thanks again Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
I was sort of looking at the problem from a product perspective.Meaning - you wanted to add to the functionality of your product a canned Remedy integration. Which to me means - any version of Remedy (within reason) and any Helpdesk be it custom, ITSM, ESS (Buoyant), etc... So - relying on the published ITSM 7 web service - would be a bad plan. But - if each integration is going to be a one-off consulting -- then I think you have lots of options. -John On Thu, Apr 24, 2008 at 9:21 AM, Carey Matthew Black [EMAIL PROTECTED] wrote: Andy, Are you using the OOB ITSM application? (Just a guess since you mentioned AIE.) I just took a real quick look at the v7.1 ITSM app server we have stood up (in dev) and I found this OOB Web Service : HPD_IncidentInterface_Create_WS It looks like it does what you might want it to do. (AKA: Create an Incident) You will still need a Web Service client and need to hook that client into your vulnerability management tool. The good news about a Web Service client is that they should be easy to do in just about any modern language. ( Especially since ARS produces a WDSL [Web Services Description Language] file for any WS they publish. :) ) Can you be more specific about the language of choice for the Web Service client that you have chosen? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Thu, Apr 24, 2008 at 9:32 AM, John Sundberg [EMAIL PROTECTED] wrote: ** The Web Service API is interesting. However - to get it to work - you need a Remedy developer - to do something to production -- in this case they would need to make a web service for a form. (Often times that can be a big deal -- and may not be able to be done for quite some time - based on change windows etc) snip -John John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] On Thu, Apr 24, 2008 at 7:47 AM, Andy Hey [EMAIL PROTECTED] wrote: All Thanks for the responses both on and off list. I think the Web Service API route is my preferred route currently. Can anyone point me to the documentation? Thanks again Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
I think you could do it that way, but a better (IMO) way would be to build a command line input from your application, and then put that into a small script of some kind. The API set is available to be used in that way, instructions are in the Remedy documentation, and it isn't that hard to do at a basic level. The Driver utility could also be used. Rick On Wed, Apr 23, 2008 at 7:52 AM, Andy Hey [EMAIL PROTECTED] wrote: List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
I'm struggling to find the documentation (long day here in the UK!) any pointers? Thanks for the quick response as well. Andy On 23 Apr 2008, at 16:15, Rick Cook wrote: ** I think you could do it that way, but a better (IMO) way would be to build a command line input from your application, and then put that into a small script of some kind. The API set is available to be used in that way, instructions are in the Remedy documentation, and it isn't that hard to do at a basic level. The Driver utility could also be used. Rick On Wed, Apr 23, 2008 at 7:52 AM, Andy Hey [EMAIL PROTECTED] wrote: List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: Remedy Integration
Hi! You can use email with special formatting to populate the different fields in a ticket. You can also use the WebService-interface to create tickets. It would be best to do a configurable solution where you can use either method, as well as pointing to different forms/fields depending on the application on the Remedy-side. You may want to have some configuration templates for the ITSM7 suite I guess... Best Regards - Misi, RRR AB, http://rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
there are literally dozens of ways to get a record created, the ones you list below are valid, the ones you mention require changing the application to accept the messages, depending o the language that your tool is written in, you may be able to use API to connect and create the records. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
The app is written in php/mysql with some perl scripts as well... if that helps? Andy On 23 Apr 2008, at 16:18, LJ Longwing wrote: there are literally dozens of ways to get a record created, the ones you list below are valid, the ones you mention require changing the application to accept the messages, depending o the language that your tool is written in, you may be able to use API to connect and create the records. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: Remedy Integration
It depends what api you want to use. C api is documented in the product pdf's; java api is provided as a javadoc jar included in the server install. Other languages have their own documentation, arsper, etc. Axton Grams On Wed, Apr 23, 2008 at 11:18 AM, Andy Hey [EMAIL PROTECTED] wrote: ** I'm struggling to find the documentation (long day here in the UK!) any pointers? Thanks for the quick response as well. Andy On 23 Apr 2008, at 16:15, Rick Cook wrote: ** I think you could do it that way, but a better (IMO) way would be to build a command line input from your application, and then put that into a small script of some kind. The API set is available to be used in that way, instructions are in the Remedy documentation, and it isn't that hard to do at a basic level. The Driver utility could also be used. Rick On Wed, Apr 23, 2008 at 7:52 AM, Andy Hey [EMAIL PROTECTED] wrote: List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
I think all the suggestions people are offering are correct. However, one key point you need to find out before proceeding is exactly what they want to integrate to with Remedy. While most of the answers here have been focused on ITSM, there are a lot of home-grown Remedy helpdesk applications out there. Based on personal experience, most of the companies I've worked at while contracting or working full time have used home grown apps. So if your customers are all on ITSM7, then the best route would be a web service, API, AIE, email, or whatever means you determine to be best with the out of the box options. However, if you have a lot of custom apps to integrate with, you will have to not only combine a solution like the ones above, but probably build a staging form in ARS that people could easily hook into their home grown ARS applications. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 9:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
Using the ARSperl module be another option... but I'm not certain of it's use with ARS v7. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The app is written in php/mysql with some perl scripts as well... if that helps? Andy On 23 Apr 2008, at 16:18, LJ Longwing wrote: there are literally dozens of ways to get a record created, the ones you list below are valid, the ones you mention require changing the application to accept the messages, depending o the language that your tool is written in, you may be able to use API to connect and create the records. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are - The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender immediately by reply e-mail and destroy all copies of the original message. Please note that we do not accept account orders and/or instructions by e-mail, and therefore will not be responsible for carrying out such orders and/or instructions. If you, as the intended recipient of this message, the purpose of which is to inform and update our clients, prospects and consultants of developments relating to our services and products, would not like to receive further e-mail correspondence from the sender, please reply to the sender indicating your wishes. In the U.S.: 1345 Avenue of the Americas, New York, NY 10105. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
If you wanted to make something very generic and portable that wouldn't depend on what applications the customer had, you could create a Remedy form that your application would use as a primary repository into which to dump its data (by whatever means you plan to use to put it there). Then it would be just a matter of doing the mapping from that form into whatever form the customer wanted. Any competent Remedy programmer could do that. Rick On Wed, Apr 23, 2008 at 8:18 AM, Misi Mladoniczky [EMAIL PROTECTED] wrote: Hi! You can use email with special formatting to populate the different fields in a ticket. You can also use the WebService-interface to create tickets. It would be best to do a configurable solution where you can use either method, as well as pointing to different forms/fields depending on the application on the Remedy-side. You may want to have some configuration templates for the ITSM7 suite I guess... Best Regards - Misi, RRR AB, http://rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
Well, there have been many integrations between Remedy and external apps using Perl - that may be your best bet. Check out the API manuals and define what you need to do in your script. Some of the Perl guys here can probably help with the specifics. Rick On Wed, Apr 23, 2008 at 8:21 AM, Andy Hey [EMAIL PROTECTED] wrote: The app is written in php/mysql with some perl scripts as well... if that helps? Andy On 23 Apr 2008, at 16:18, LJ Longwing wrote: there are literally dozens of ways to get a record created, the ones you list below are valid, the ones you mention require changing the application to accept the messages, depending o the language that your tool is written in, you may be able to use API to connect and create the records. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
The current version of ARSPerl is unable to get at data through the 7.1 API, but works fine if you are on ARS 7.0 or earlier. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chapin, John Sent: Wednesday, April 23, 2008 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration Using the ARSperl module be another option... but I'm not certain of it's use with ARS v7. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The app is written in php/mysql with some perl scripts as well... if that helps? Andy On 23 Apr 2008, at 16:18, LJ Longwing wrote: there are literally dozens of ways to get a record created, the ones you list below are valid, the ones you mention require changing the application to accept the messages, depending o the language that your tool is written in, you may be able to use API to connect and create the records. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are - The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender immediately by reply e-mail and destroy all copies of the original message. Please note that we do not accept account orders and/or instructions by e-mail, and therefore will not be responsible for carrying out such orders and/or instructions. If you, as the intended recipient of this message, the purpose of which is to inform and update our clients, prospects and consultants of developments relating to our services and products, would not like to receive further e-mail correspondence from the sender, please reply to the sender indicating your wishes. In the U.S.: 1345 Avenue of the Americas, New York, NY 10105. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
Andy, Depending on your external application, I'd suggest you take a serious look at XML Gateway: http://www.javasystemsolutions.com/jss/xmlgateway Regards...Gidd -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 7:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
There is even an example of using an ARS WebService from Perl on the developers community too: http://developer.bmc.com/jiveProd/entry.jspa?categoryID=507externalID=1053 -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Wed, Apr 23, 2008 at 11:34 AM, Chapin, John [EMAIL PROTECTED] wrote: Using the ARSperl module be another option... but I'm not certain of it's use with ARS v7. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The app is written in php/mysql with some perl scripts as well... if that helps? Andy snip -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration
Chris, I use ARSPerl v. 1.90 on my local machine (windows install) to create and get entries out of a 7.1 patch002 server. The ARSPerl module itself is compiled against 7.0.1, I believe, so, of course, there's the possibility of missing objects and functionality, however, the API calls that currently exist still do function, from what I can tell in my testing. Matt R. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, April 23, 2008 11:11 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The current version of ARSPerl is unable to get at data through the 7.1 API, but works fine if you are on ARS 7.0 or earlier. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chapin, John Sent: Wednesday, April 23, 2008 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration Using the ARSperl module be another option... but I'm not certain of it's use with ARS v7. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration The app is written in php/mysql with some perl scripts as well... if that helps? Andy On 23 Apr 2008, at 16:18, LJ Longwing wrote: there are literally dozens of ways to get a record created, the ones you list below are valid, the ones you mention require changing the application to accept the messages, depending o the language that your tool is written in, you may be able to use API to connect and create the records. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey Sent: Wednesday, April 23, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration List, This may be the wrong place and if so please feel free to point me in the right direction. A company I work for has a vulnerability management tool which generates an alert when certain vulnerabilities are found. They are winning several large deals now which are demanding integration to their Remedy solution. The vulnerability management app essentially needs to create a ticket in Remedy when we would normally email the user. Can this be done as simply as emailing the Remedy instance and creating a ticket that way or through a web service? It seems overkill to go the AIE route. Any advice/comments greatly appreciated. Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are - The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender immediately by reply e-mail and destroy all copies of the original message. Please note that we do not accept account orders and/or instructions by e-mail, and therefore will not be responsible for carrying out such orders and/or instructions. If you, as the intended recipient of this message, the purpose of which is to inform and update our clients, prospects and consultants of developments relating to our services and products, would not like to receive further e-mail correspondence from the sender, please reply to the sender indicating your wishes. In the U.S.: 1345 Avenue of the Americas, New York, NY 10105. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE
Re: Remedy Integration with Alarm Point
If you have not already purchased this system don't. If you have, well good luck to you. The only advice I can give to you is if you get it working correctly do not change your PBX system. Good luck, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dip Patel Sent: Monday, March 24, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration with Alarm Point ** Hi List, We are in process of integrating Remedy with AlarmPoint. As this is our first time , i want to know from the list ,what precautions,best practice , h/w configuration for the Alarm Point Server to look for before we start the implementation. Also is it recommended to install Alarm Point Server on VMWare ?? Thanks Dipen Patel __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration with Alarm Point
Care to expound on that a bit? They put together a very convincing presentation at the local RUG I attended a few months back, the only down side I saw was their price tag. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Monday, March 24, 2008 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with Alarm Point ** If you have not already purchased this system don't. If you have, well good luck to you. The only advice I can give to you is if you get it working correctly do not change your PBX system. Good luck, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dip Patel Sent: Monday, March 24, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration with Alarm Point ** Hi List, We are in process of integrating Remedy with AlarmPoint. As this is our first time , i want to know from the list ,what precautions,best practice , h/w configuration for the Alarm Point Server to look for before we start the implementation. Also is it recommended to install Alarm Point Server on VMWare ?? Thanks Dipen Patel __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration with Alarm Point
Only off the list. If you wish to give me a call I will be more then happy to give you my insight. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Monday, March 24, 2008 1:30 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with Alarm Point Care to expound on that a bit? They put together a very convincing presentation at the local RUG I attended a few months back, the only down side I saw was their price tag. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Monday, March 24, 2008 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with Alarm Point ** If you have not already purchased this system don't. If you have, well good luck to you. The only advice I can give to you is if you get it working correctly do not change your PBX system. Good luck, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dip Patel Sent: Monday, March 24, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration with Alarm Point ** Hi List, We are in process of integrating Remedy with AlarmPoint. As this is our first time , i want to know from the list ,what precautions,best practice , h/w configuration for the Alarm Point Server to look for before we start the implementation. Also is it recommended to install Alarm Point Server on VMWare ?? Thanks Dipen Patel __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration with Alarm Point
I'd be interested in this information as well.. Are the problems you faced show stoppers? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of LJ Longwing Sent: Monday, March 24, 2008 1:30 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with Alarm Point ** Care to expound on that a bit? They put together a very convincing presentation at the local RUG I attended a few months back, the only down side I saw was their price tag. -- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Monday, March 24, 2008 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with Alarm Point ** If you have not already purchased this system don’t. If you have, well good luck to you. The only advice I can give to you is if you get it working correctly do not change your PBX system. Good luck, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM -- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dip Patel Sent: Monday, March 24, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration with Alarm Point ** Hi List, We are in process of integrating Remedy with AlarmPoint. As this is our first time , i want to know from the list ,what precautions,best practice , h/w configuration for the Alarm Point Server to look for before we start the implementation. Also is it recommended to install Alarm Point Server on VMWare ?? Thanks Dipen Patel No virus found in this outgoing message. Checked by AVG. Version: 7.5.519 / Virus Database: 269.21.8/1340 - Release Date: 3/23/2008 6:50 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration with Alarm Point
I will be more then happy to answer all questions but you must call me to get the info. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, March 24, 2008 2:50 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with Alarm Point I'd be interested in this information as well.. Are the problems you faced show stoppers? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of LJ Longwing Sent: Monday, March 24, 2008 1:30 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with Alarm Point ** Care to expound on that a bit? They put together a very convincing presentation at the local RUG I attended a few months back, the only down side I saw was their price tag. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Monday, March 24, 2008 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Integration with Alarm Point ** If you have not already purchased this system don't. If you have, well good luck to you. The only advice I can give to you is if you get it working correctly do not change your PBX system. Good luck, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dip Patel Sent: Monday, March 24, 2008 8:52 AM To: arslist@ARSLIST.ORG Subject: Remedy Integration with Alarm Point ** Hi List, We are in process of integrating Remedy with AlarmPoint. As this is our first time , i want to know from the list ,what precautions,best practice , h/w configuration for the Alarm Point Server to look for before we start the implementation. Also is it recommended to install Alarm Point Server on VMWare ?? Thanks Dipen Patel __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Integration With Team Foundation Server
Thanks for your response Roney, it is appreciated. We are using SQL Server 2005 as the back end database for both systems but like you I'm weary of a direct SQL link. I'm still trying to get access to our Team Foundation Server install so I can get a better handle of exactly how it works but from what you're saying I think web services would be the way to go. I'll let you know what we decide. Thanks again, Shawn Shawn Rosenberry RSP (Contractor) Senior Applications Developer, TechTeam ORS National Institutes of Health On 4/9/07, Roney Samuel Varghese [EMAIL PROTECTED] wrote: ** Dear Shawn, What kind of Database are you using and what level of integration are you looking at...I believe Team Foundation Server comprises two components: The application tier and the data tier. The application tier is a set of web services that provide access to TFS functionality, and a web portal and document repository facilitated by Windows SharePoint Services, whereas the data tier is essentially a Microsoft SQL Server 2005 Standard installation that warehouses all the information for TFS, If you are looking at a integration at a sharepoint level you can consider any configurable item as a CI and use CMDB to relate your project to the incident, You can make it simpler by using web services or if you have a requirement for real time data transfer you can also consider a DTS link between the databases (the last one could be tricky with ITSM 7 though)...Hope this helps Regards, Roney Samuel Varghese On 4/5/07, Shawn Rosenberry [EMAIL PROTECTED] wrote: ** Does anyone have any experience with integrating Remedy with Team Foundation Server? If not, has anyone heard of integrating them? I would appreciate all thoughts. Regards, Shawn Rosenberry RSP (Contractor) Senior Applications Developer, TechTeam National Institutes of Health __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy integration with CVS
The PushOK proxy (http://www.pushok.com/soft_cvs.php) is an SCC API plug-in which provides access from practically all Microsoft SCC enabled software to general CVS repositories. The Microsoft SCC API is supported by: MS VC 5.0-7.0, MS VB 5.0-7.0, MS .NET, MS FrontPage, MS DEV and other Microsoft development tools. In other words, it sits between CVS and the development tool, allowing CVS to behave like SourceSafe. Hence, the proxy should not be doing things by 'object name' -- it shouldn't actively be doing anything except what Remedy Administrator tells it to do. Although I think it's a very cool idea, I have not worked with the PushOK CVS proxy for a long time, for the following reasons. First, I'm simply not sold on the way Remedy does source control. Def dumps are good enough, at least in a small shop like mine. (For more of my rambling rants about source control, Remedy, and the pitfalls related thereto, search the ARSLIST archives.) Second, I've stopped using CVS for source control in my C, C++, Java, etc. projects. I now use Subversion (http://subversion.tigris.org/) along with TortoiseSVN (http://tortoisesvn.tigris.org/). It's simply a better solution, which is why projects like GGC, Python, Samba, Zope, Mono, etc. dropped CVS in favor of SVN. As a matter of fact, the PushOK people have released a proxy for Subversion (http://www.pushok.com/soft_svn.php), but I haven't tried it out because of reason number one above. If I find some time later this year, I may try it out, but for now I'm just not motivated... Tim Widowfield [EMAIL PROTECTED] v: 937-878-9045 f: 937-878-9055 m: 937-369-7012 http://www.widowfield.com - Original Message From: Carey Matthew Black [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, October 9, 2006 8:47:11 AM Subject: Re: [ARSLIST] Remedy integration with CVS Ruediger, I know nothing about the proxy your talking about, but based on what you said I would be concerned. If this proxy is only doing things by object name then you likely have other problems to deal with too... There are multiple names spaces for ARS objects. For example: You can have a form named Bob, an active link also named Bob, a Filter named Bob, a Menu named Bob, and a Web Service named Bob. If your Source control system does not recognized that Active Link Bob is an active link then the order of which these objects are added to your Source Control system matters as the last one in will win and replace the other object. (Which might be a very subtle and bad thing if you later try to check out the form Bob and get an active link definition in the process. :( -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/9/06, Ruediger Tams [EMAIL PROTECTED] wrote: @Tim Widowfield Hi Tim, I've just testetd the pushOK Proxy with ARS 6.3 Admin p17 and ARS server 6.3 p15 but I have different issues. I've tested pushOK to connect to a subversion server but pushOK won't create the object tree in subversion like I see it in my Admin Tool. I have only one module and all objects (forms, ALs, filters...) under this module. I can't check in or check out my objects correctly, too. e.g. I've checked in a Form. Now I wanted to check out this form. It wasn't possible - and when I wanted to check in again it says that this object wasn't checked out... What versions did you used? Thanks. :-) Regards Ruediger ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Remedy integration with CVS
Ruediger, I know nothing about the proxy your talking about, but based on what you said I would be concerned. If this proxy is only doing things by object name then you likely have other problems to deal with too... There are multiple names spaces for ARS objects. For example: You can have a form named Bob, an active link also named Bob, a Filter named Bob, a Menu named Bob, and a Web Service named Bob. If your Source control system does not recognized that Active Link Bob is an active link then the order of which these objects are added to your Source Control system matters as the last one in will win and replace the other object. (Which might be a very subtle and bad thing if you later try to check out the form Bob and get an active link definition in the process. :( -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/9/06, Ruediger Tams [EMAIL PROTECTED] wrote: @Tim Widowfield Hi Tim, I've just testetd the pushOK Proxy with ARS 6.3 Admin p17 and ARS server 6.3 p15 but I have different issues. I've tested pushOK to connect to a subversion server but pushOK won't create the object tree in subversion like I see it in my Admin Tool. I have only one module and all objects (forms, ALs, filters...) under this module. I can't check in or check out my objects correctly, too. e.g. I've checked in a Form. Now I wanted to check out this form. It wasn't possible - and when I wanted to check in again it says that this object wasn't checked out... What versions did you used? Thanks. :-) Regards Ruediger ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Remedy integration with CVS
If Matt is right, the way to deal with that is with a comprehensive naming methodology that identifies the type of object and it's run order as part of the object name. That will keep duplicates from being an issue. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Monday, October 09, 2006 5:47 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy integration with CVS Ruediger, I know nothing about the proxy your talking about, but based on what you said I would be concerned. If this proxy is only doing things by object name then you likely have other problems to deal with too... There are multiple names spaces for ARS objects. For example: You can have a form named Bob, an active link also named Bob, a Filter named Bob, a Menu named Bob, and a Web Service named Bob. If your Source control system does not recognized that Active Link Bob is an active link then the order of which these objects are added to your Source Control system matters as the last one in will win and replace the other object. (Which might be a very subtle and bad thing if you later try to check out the form Bob and get an active link definition in the process. :( -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 10/9/06, Ruediger Tams [EMAIL PROTECTED] wrote: @Tim Widowfield Hi Tim, I've just testetd the pushOK Proxy with ARS 6.3 Admin p17 and ARS server 6.3 p15 but I have different issues. I've tested pushOK to connect to a subversion server but pushOK won't create the object tree in subversion like I see it in my Admin Tool. I have only one module and all objects (forms, ALs, filters...) under this module. I can't check in or check out my objects correctly, too. e.g. I've checked in a Form. Now I wanted to check out this form. It wasn't possible - and when I wanted to check in again it says that this object wasn't checked out... What versions did you used? Thanks. :-) Regards Ruediger ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Remedy Integration with Oblicore
Good morning, Have any of you successfully integrated Oblicore SLA Management with Remedy, and if so, would you please share your experiences with the list? Thanks in advance for your assistance. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Remedy integration with CVS
** Tim, Without getting into a back and forth In whole, source control is a good thing. In fact, if you do work in the financial, insurance or pharmaceutical companies it is mandated. While Remedy doesnt play 100% nice with MS SourceControl the good points outway the bad points IMO. From what I am reading below (i.e., people on vacation) it sounds like a process issue more than anything. I am not sure who doesnt like the idea of being able to look at the differences between code for a given object from one point to another to track down a root cause and/or potential bug. Moreover, I enjoy having the ability to rollback to a previous version of an object with a few clicks. Matt White White Consulting, Inc. 201.248.0438 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Wednesday, July 12, 2006 10:40 PM To: arslist@ARSLIST.ORG Subject: Re: Remdy integration with CVS Or you could try the CVS proxy plug-in for SCC. (SCC is Microsoft's API/protocol for SourceSafe.) I've played with it on development AR servers, and it works OK. I've never tried it for extended periods or on production servers. Still, it's a nice little tool... http://www.pushok.com/soft_cvs_proxy.php On the whole I have an ambivalent attitude toward source control on ARS. It gives other development groups and managers (the PHBs) the mistaken impression that we actually have source. In reality, we have the opposite of source code -- we're storing exported, rendered definition files. There is no AR preprocessor. There is no AR compiler. I will grant you that it's nice to be able to lock out code that's under construction. However, I've experienced two kinds of events in which SourceSafe really gets in the way of productive work. First, I've been stuck with AR objects that are checked out (locked) by people who left on vacation. That's a pain, but not a real killer. Second, I've been on projects where SourceSafe has crashed. There's a good reason why Microsoft's internal development teams don't use SourceSafe... It isn't reliable and it doesn't scale. At least this was the state of affairs throughout the late 90s and the early 00s. If SourceSafe has recently gotten more reliable and scalable, that's nice. (But I kinda doubt it... I mean, consider the source.) Tim Widowfield [EMAIL PROTECTED] v: 937-878-9045 f: 937-878-9055 m: 937-369-7012 http://www.widowfield.com - Original Message From: Matthew White [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, July 12, 2006 9:03:33 PM Subject: Re: [ARSLIST] Remdy integration with CVS ** Balaji, Good luck! ;) In short, you would have to export each object into a def file and Checkout/Commit via command line or IDE (i.e., WinCVS). This is a place where Remedy/BMC just falls short Matt White Consulting, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Balaji Sent: Wednesday, July 12, 2006 8:01 AM To: arslist@ARSLIST.ORG Subject: Remdy integration with CVS ** Hello, Iwant to integrate remedy with CVS.Has any one does this integration beforeand can you pls share details as how to go about it. regards Balaji Do you Yahoo!? Everyone is raving about the all-new Yahoo! Mail Beta. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Remedy integration with CVS
** Related topic: This solution might not give you the granularity you require, but... Another option that is close to a CVS solutionis automated periodic exports of workflow. Every night my system exports all ARS objects to a .def file, then moves the .def file into a .zip file. The filename includes the date/time of the backup. HTH Stephen From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matthew WhiteSent: Friday, July 14, 2006 6:59 AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy integration with CVS ** Tim, Without getting into a back and forth In whole, source control is a good thing. In fact, if you do work in the financial, insurance or pharmaceutical companies it is mandated. While Remedy doesnt play 100% nice with MS SourceControl the good points outway the bad points IMO. From what I am reading below (i.e., people on vacation) it sounds like a process issue more than anything. I am not sure who doesnt like the idea of being able to look at the differences between code for a given object from one point to another to track down a root cause and/or potential bug. Moreover, I enjoy having the ability to rollback to a previous version of an object with a few clicks. Matt White White Consulting, Inc. 201.248.0438 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim WidowfieldSent: Wednesday, July 12, 2006 10:40 PMTo: arslist@ARSLIST.ORGSubject: Re: Remdy integration with CVS Or you could try the CVS proxy plug-in for SCC. (SCC is Microsoft's API/protocol for SourceSafe.) I've played with it on development AR servers, and it works OK. I've never tried it for extended periods or on production servers. Still, it's a nice little tool... http://www.pushok.com/soft_cvs_proxy.phpOn the whole I have an ambivalent attitude toward source control on ARS. It gives other development groups and managers (the PHBs) the mistaken impression that we actually have "source." In reality, we have the opposite of source code -- we're storing exported, rendered definition files. There is no AR preprocessor. There is no AR compiler.I will grant you that it's nice to be able to lock out code that's under construction. However, I've experienced two kinds of events in which SourceSafe really gets in the way of productive work. First, I've been stuck with AR objects that are checked out (locked) by people who left on vacation. That's a pain, but not a real killer. Second, I've been on projects where SourceSafe has crashed. There's a good reason why Microsoft's internal development teams don't use SourceSafe... It isn't reliable and it doesn't scale. At least this was the state of affairs throughout the late 90s and the early 00s. If SourceSafe has recently gotten more reliable and scalable, that's nice. (But I kinda doubt it... I mean, consider the "source.") Tim Widowfield[EMAIL PROTECTED]v: 937-878-9045f: 937-878-9055m: 937-369-7012http://www.widowfield.com - Original Message From: Matthew White [EMAIL PROTECTED]To: arslist@ARSLIST.ORGSent: Wednesday, July 12, 2006 9:03:33 PMSubject: Re: [ARSLIST] Remdy integration with CVS** Balaji, Good luck! ;) In short, you would have to export each object into a def file and Checkout/Commit via command line or IDE (i.e., WinCVS). This is a place where Remedy/BMC just falls short Matt White Consulting, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of BalajiSent: Wednesday, July 12, 2006 8:01 AMTo: arslist@ARSLIST.ORGSubject: Remdy integration with CVS ** Hello, Iwant to integrate remedy with CVS.Has any one does this integration beforeand can you pls share details as how to go about it. regards Balaji Do you Yahoo!?Everyone is raving about the all-new Yahoo! Mail Beta. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Remedy integration with CVS
Alan, While I agree that using VSS with Admin is touching the base -- it's better than not using it. Especially, when you are running a project with more than two developers -- 1) Are you going to send e-mails back and forth as the locking mechanism? 2) Have you never had the need to check a previous version of code? 3) Have you never had the need to compare to versions of code? While I would like to use ANT for my build and CVS/ClearCase for my source control it ain't [sic] going to happen any time soon with this product... ;) Matt White White Consulting, Inc. 201.248.0438 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Friday, July 14, 2006 11:54 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy integration with CVS Matt, I like a good back-and-forth on a Friday. I think this is a subject worth talking about. Here's my take on the matter. Source control is better for systems that truly have source. For example, if I'm working on a small module in a huge C++ application at some large outfit, I can check it out and work locally. The more sophisticated source and version control systems can even leave my small module unlocked, with the expectation that my changes will be blended in later. So we can see a huge, inescapable difference already. If I check out a module in Remedy -- let's say it's just a few filters -- I'm probably not able to work on it locally. I'm not able to develop and test on a system that's identical to the main trunk, except for my small changes. What I'm working on, almost certainly, is the same development server that everybody else is working on. The other people in my group are likely making changes to their chunks concurrently with me. Will their changes affect what I'm doing? Beats me. This difference is not an insignificant distinction. When you say source control to a person who's working on, say, a huge Java application project, he or she is thinking, at least subconsciously: 1. I have a well-defined area of code that I'm working on. 2. I can compile and test it locally without affecting anyone else. I can make a real mess of it, give up, wipe it out, and start over -- and none of my co-workers will even know. (Except when they hear me yell Doh! in my cubicle.) 3. When others make changes locally on their little bits, I'm not affected. 4. Only after my updates have been verified and thoroughly tested by others will my changes become part of the main trunk. 5. If my changes are deemed to be a little too wild but nonetheless interesting, they may be placed in a branch, with the hopes that they might be blended back into the trunk someday. All of the above features (and many more) are intrinsic to source control. Notice that I'm not even talking about how and when code gets put into production. That's a whole different issue. It's all about controlling your source. We could approximate the above features in an AR System development environment, but it would be very expensive. Each developer would need his own AR Server, each identical to the current mainline trunk. After vetting the code changes, we would need to import the objects using Migrator. Then the whole bundle would need to be migrated to a staging server for more testing. And finally, once the whole system has passed its tests, we would migrate the changes to production. Sorry to get so long-winded. It's just that I can't help thinking when managers mandate source control and we Remedy developers say, Yeah, we've got that ...well, I think we're talking about different things. What they're really saying is they want total change control, the ultimate effect of which is the assurance that no code changes ever get into production without being thoroughly understood, tested, and certified. And if our updates wreak havoc, they want us to be able to roll out our changes immediately and restore the system to its pre-change state. If the above is true, then I submit that integrating Visual SourceSafe with the Admin Tool barely scratches the surface. You need to save definition dumps constantly during the day; you need continual system backups; and most of all you need Migrator. [Disclaimer: I'm not trying to sell anyone on Migrator. I've always had problems with it. I don't even enjoy using it. But in a large development environment, you need it or something like it. It's possible that Panacea is a better tool, but I have absolutely no experience with it. YMMV.] Tim Widowfield [EMAIL PROTECTED] v: 937-878-9045 f: 937-878-9055 m: 937-369-7012 http://www.widowfield.com - Original Message From: Matthew White To: arslist@ARSLIST.ORG Sent: Friday, July 14, 2006 6:59:02 AM Subject: Re: [ARSLIST] Remedy integration with CVS ** Tim
Re: Remedy integration with CVS
** Stephen,That is exactly what I would like to do. I am a one person shop at this point so I don't have to worry about locking code but I love having defs for reference and restoration. Currently I export a def of the app I am working on after I have made considerable change and also export a complete def of the server every once in a while. This is great timing. I have been thinking about this a lot lately and have been meaning to look and see if there is a CLI for admin tool (just did, there is). Could you give me some more details on how you have automated this process? Thanks,JasonOn 7/14/06, Heider, Stephen [EMAIL PROTECTED] wrote: ** Related topic: This solution might not give you the granularity you require, but... Another option that is close to a CVS solutionis automated periodic exports of workflow. Every night my system exports all ARS objects to a .def file, then moves the .def file into a .zip file. The filename includes the date/time of the backup. HTH Stephen From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew WhiteSent: Friday, July 14, 2006 6:59 AMTo: arslist@ARSLIST.ORGSubject: Re: Remedy integration with CVS ** Tim, Without getting into a back and forth… In whole, source control is a good thing. In fact, if you do work in the financial, insurance or pharmaceutical companies it is mandated. While Remedy doesn't play 100% nice with MS SourceControl the good points outway the bad points IMO. From what I am reading below (i.e., people on vacation) it sounds like a process issue more than anything. I am not sure who doesn't like the idea of being able to look at the differences between code for a given object from one point to another to track down a root cause and/or potential bug. Moreover, I enjoy having the ability to rollback to a previous version of an object with a few clicks. Matt White White Consulting, Inc. 201.248.0438 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tim WidowfieldSent: Wednesday, July 12, 2006 10:40 PMTo: arslist@ARSLIST.ORGSubject: Re: Remdy integration with CVS Or you could try the CVS proxy plug-in for SCC. (SCC is Microsoft's API/protocol for SourceSafe.) I've played with it on development AR servers, and it works OK. I've never tried it for extended periods or on production servers. Still, it's a nice little tool... http://www.pushok.com/soft_cvs_proxy.php On the whole I have an ambivalent attitude toward source control on ARS. It gives other development groups and managers (the PHBs) the mistaken impression that we actually have source. In reality, we have the opposite of source code -- we're storing exported, rendered definition files. There is no AR preprocessor. There is no AR compiler.I will grant you that it's nice to be able to lock out code that's under construction. However, I've experienced two kinds of events in which SourceSafe really gets in the way of productive work. First, I've been stuck with AR objects that are checked out (locked) by people who left on vacation. That's a pain, but not a real killer. Second, I've been on projects where SourceSafe has crashed. There's a good reason why Microsoft's internal development teams don't use SourceSafe... It isn't reliable and it doesn't scale. At least this was the state of affairs throughout the late 90s and the early 00s. If SourceSafe has recently gotten more reliable and scalable, that's nice. (But I kinda doubt it... I mean, consider the source.) Tim Widowfield[EMAIL PROTECTED]v: 937-878-9045f: 937-878-9055m: 937-369-7012http://www.widowfield.com - Original Message From: Matthew White [EMAIL PROTECTED] To: arslist@ARSLIST.ORGSent: Wednesday, July 12, 2006 9:03:33 PMSubject: Re: [ARSLIST] Remdy integration with CVS** Balaji, Good luck! ;) In short, you would have to export each object into a def file and Checkout/Commit via command line or IDE (i.e., WinCVS). This is a place where Remedy/BMC just falls short… Matt White Consulting, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BalajiSent: Wednesday, July 12, 2006 8:01 AMTo: arslist@ARSLIST.ORGSubject: Remdy integration with CVS ** Hello, Iwant to integrate remedy with CVS.Has any one does this integration beforeand can you pls share details as how to go about it. regards Balaji Do you Yahoo!?Everyone is raving about the all-new Yahoo! Mail Beta. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___