Re: Remedy integration with third party mobile app

[Misi Mladoniczky]

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)

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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"

___
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Re: Remedy Integration with SCOM

[Jim Coryat (jcoryat)]

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) 
mailto: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 SCC

Re: Remedy Integration with SCOM

[vivek garg]

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) 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. 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"  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 (

Re: Remedy Integration with SCOM

[Jim Coryat (jcoryat)]

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" 
mailto: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 
mailto: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<mailto:arslist@ARSLIST.ORG>] On Behalf Of Jim 
Coryat (jcoryat)
Sent: Friday, May 03, 2013 9:15 AM
To: arslist@ARSLIST.ORG<mailto: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 

Re: Remedy Integration with SCOM

[Saji Philip]

Also, Seamless technologies offers a SCOM connector for Remedy.  More
expensive then Kelverion though.
On May 3, 2013 10:30 PM, "vivek garg"  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 ]
>> *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"  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"  wrote:
>>
>> ** 
>>
>&

Re: Remedy Integration with SCOM

[vivek garg]

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 ]
> *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"  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"  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  wrote:***
> *
>
> ** 
>

Re: Remedy Integration with SCOM

[Pierson, Shawn]

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.com<mailto:sphili...@hotmail.com>'
On May 2, 2013 9:58 PM, "Rick Cook" 
mailto: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" 
mailto: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 
mailto: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" 
mailto: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" 
mailto: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

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Re: Remedy Integration with SCOM

[Jim Coryat (jcoryat)]

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.com<mailto:sphili...@hotmail.com>'
On May 2, 2013 9:58 PM, "Rick Cook" 
mailto: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" 
mailto: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 
mailto: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" 
mailto: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" 
mailto: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

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Re: Remedy Integration with SCOM

[vivek garg]

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 wrote:

> 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  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
>
>

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Re: Remedy Integration with SCOM

[onkar shinde]

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  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

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Re: Remedy Integration with SCOM

[Saji Philip]

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"  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"  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  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"  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"  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_

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Re: Remedy Integration with SCOM

[Rick Cook]

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"  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  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"  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"  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_

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Re: Remedy Integration with SCOM

[vivek garg]

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  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"  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"  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_
>

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Re: Remedy Integration with SCOM

[Rick Cook]

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"  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"  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_

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Re: Remedy Integration with SCOM

[Saji Philip]

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"  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"
>

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Re: Remedy Integration with SCOM

[Rick Cook]

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"  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"
>

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Re: Remedy Integration with other Ticketing systems

[Peters, Ron]

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 
mailto: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<mailto:arslist@ARSLIST.ORG>] On Behalf Of Jason 
Miller
Sent: Thursday, February 28, 2013 11:21 AM
To: arslist@ARSLIST.ORG<mailto: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 
document<https://communities.bmc.com/communities/community/bmcdn/bmc_atrium_and_foundation_technologies/choose-container!input.jspa?contentType=102&containerType=14&container=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 
mailto: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<mailto:arslist@ARSLIST.ORG>] On Behalf Of Brittain, 
Mark
Sent: Thursday, February 28, 2013 7:21 AM

To: arslist@ARSLIST.ORG<mailto: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 

Re: Remedy Integration with other Ticketing systems

[Jason Miller]

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  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 
> document<https://communities.bmc.com/communities/community/bmcdn/bmc_atrium_and_foundation_technologies/choose-container!input.jspa?contentType=102&containerType=14&container=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  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

Re: Remedy Integration with other Ticketing systems

[Peters, Ron]

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 
document<https://communities.bmc.com/communities/community/bmcdn/bmc_atrium_and_foundation_technologies/choose-container!input.jspa?contentType=102&containerType=14&container=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 
mailto: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<mailto:arslist@ARSLIST.ORG>] On Behalf Of Brittain, 
Mark
Sent: Thursday, February 28, 2013 7:21 AM

To: arslist@ARSLIST.ORG<mailto: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 $USER$ 

Re: Remedy Integration with other Ticketing systems

[Garrison, Sean (Norcross)]

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 
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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

[Peters, Ron]

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.ORG<mailto: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 l

Re: Remedy Integration with other Ticketing systems

[Brittain, Mark]

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 
Pentaho<http://www.pentaho.com/explore/pentaho-data-integration/> so that can 
be used as an integration mechanism as well - although I haven't played with 
integrator a whole heck of a lot just yet.

On Wed, Feb 27, 2013 at 7:24 AM, Christine Milton Hall 
mailto: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 

Re: Remedy Integration with other Ticketing systems

[Rick Cook]

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"  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 
> Pentaho 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 with other Ticketing systems

[Steve Kallestad]

There's no best-practice that's globally correct across all potential
applications.

If there's a canned solution for a particular vendor, then that's the one
to use 9 times out of 10.

Email is good because it has built in store-and-forward and failover
mechanisms.  Email is bad because it introduces points of failure that may
not be in your control and it can be slow.

There are several options, but the most utilized would be geared towards
either Web Services or API level integration - ensuring that server side
workflow processing, permissions structures, etc. are all handled.

Between remedy servers, DSO (Distributed Server Option) is most frequently
used.  On occasion, people just use custom designed workflow.

It's always good practice to utilize an abstraction layer so that an
upgrade on one side of the integration does not necessarily mean an upgrade
on the other side of the integration.

Integrator is based on
Pentaho 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_

___
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"Where the Answers Are, and have been for 20 years"

Re: Remedy Integration with other Ticketing systems

[Schon, Stuart]

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. 


* 

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Re: Remedy Integration with other Ticketing systems

[Warren R. Baltimore II]

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.
>
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>
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-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: Remedy Integration

[Longwing, LJ CTR MDA/IC]

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 
 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" 
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 t

Re: Remedy Integration

[Adarsh]

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> > 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 

Re: Remedy Integration

[Longwing, LJ CTR MDA/IC]

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" 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


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Re: Remedy Integration

[Jason Miller]

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" 
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"
>

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Re: Remedy Integration

[Longwing, LJ CTR MDA/IC]

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"_ 

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Re: Remedy Integration

[Hugo Ruesga]

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"  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"_

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Re: Remedy Integration Available ?

[William H. Will Du Chene]

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]
>
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> --
> 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
-

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Re: Remedy Integration Available ?

[John Sundberg]

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]

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Re: Remedy Integration Available ?

[William Rentfrow]

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___ 

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Re: Remedy Integration Available ?

[Gidd]

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___ 

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Re: Remedy Integration Available ?

[John Sundberg]

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]

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Re: Remedy Integration Available ?

[Gidd]

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___ 

___
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Re: Remedy Integration Available ?

[Jason Miller]

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___

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Re: Remedy Integration

[Kelly Deaver]

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
> >>
> >>
> > ___

Re: Remedy Integration

[John Sundberg]

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)
>
> 
>
> >  -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]

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Re: Remedy Integration

[Carey Matthew Black]

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)



>  -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

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Re: Remedy Integration

[John Sundberg]

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 

Re: Remedy Integration

[Andy Hey]

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






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Re: Remedy Integration

[Matt Reinfeldt]

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"
>
>

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distribution or duplication of this communication is strictly
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not the intended recipient, please contact the sender immediately by
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for carrying out such orders and/or instructions.  If you, as the
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of this message, the purpose of which is to inform and update our
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and consultants of developments relating to our services and products,
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Re: Remedy Integration

[Carey Matthew Black]

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=507&externalID=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



>  > -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

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Re: Remedy Integration

[Gidd]

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


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Re: Remedy Integration

[strauss]

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"
>
>

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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
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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
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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
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Re: Remedy Integration

[Rick Cook]

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:
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> >
> >
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> >
>
>
>
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>
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Re: Remedy Integration

[Rick Cook]

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
> >
> >
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> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>
>
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Re: Remedy Integration

[Chapin, John]

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
>
>


> ___
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> Sponsor:
> www.rmsportal.com ARSlist: "Where the Answers Are"
>
>

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Re: Remedy Integration

[Pierson, Shawn]

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


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Re: Remedy Integration

[Axton]

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
> >
> >
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Re: Remedy Integration

[Andy Hey]

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


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Re: Remedy Integration

[LJ Longwing]

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


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Re: Remedy Integration

[Misi Mladoniczky]

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
>
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Re: Remedy Integration

[Andy Hey]

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

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Description: S/MIME cryptographic signature

Re: Remedy Integration

[Rick Cook]

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
>
>
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Re: Remedy Integration with Alarm Point

[Nall, Roger]

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

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Re: Remedy Integration with Alarm Point

[Joe D'Souza]

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

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Re: Remedy Integration with Alarm Point

[Nall, Roger]

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

   

 

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Re: Remedy Integration with Alarm Point

[LJ Longwing]

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___ 

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Re: Remedy Integration with Alarm Point

[Nall, Roger]

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

   

 

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html___ 


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Re: Remedy Integration With Team Foundation Server

[Shawn Rosenberry]

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___


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it___


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Re: Remedy Integration With Team Foundation Server

[Roney Samuel Varghese]

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___


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Re: Remedy integration with CVS

[Tim Widowfield]

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

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Re: Remedy integration with CVS

[Rick cook]

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


___
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Re: Remedy integration with CVS

[Carey Matthew Black]

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


___
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Re: Remedy integration with CVS

[Ruediger Tams]

@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

___
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Re: Remedy Integration with Oblicore

[Rami S Ayoub]

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.

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Re: Remedy integration with CVS

[Jason Miller]

**
Thanks Herb, I found ARBackup on the dev community site (never saw it on Les's site). Don't know why I didn't think about checking the dev community first.On 7/14/06, 
Herb Partlow <[EMAIL PROTECTED]> wrote:
**





















Jason

There used to be or still is  that allows you
to schedule a 

automatic
 backup of your Remedy work. I follow the same procedures.

When developing for a client I take a .def backup twice a day.

Once before lunch and once before I leave. Once I am completely
done with

a
 project I take the final .def, place it on a cd and give it the client. This tool

ensured
 that in all the hectic moments of a day I did not forget to take
backups.

 

I think you can find this in the remedy archives.

Herb



 



 

-Original Message-
From: Action Request System
discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
On Behalf Of Jason Miller
Sent: Friday, July 14, 2006
 1:24 PM

To: arslist@ARSLIST.ORG

Subject: [Norton AntiSpam] 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,
Jason

 






__20060125___This posting was submitted with HTML in it___


__20060125___This posting was submitted with HTML in it___

Re: Remedy integration with CVS

[Herb Partlow]

**








Jason

There used to be or still is  that allows you
to schedule a 

automatic backup of your Remedy work. I follow the same procedures.

When developing for a client I take a .def backup twice a day.

Once before lunch and once before I leave. Once I am completely
done with

a project I take the final .def, place it on a cd and give it the client. This tool

ensured that in all the hectic moments of a day I did not forget to take
backups.

 

I think you can find this in the remedy archives.

Herb



 



 

-Original Message-
From: Action Request System
discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Friday, July 14, 2006 1:24 PM
To: arslist@ARSLIST.ORG
Subject: [Norton AntiSpam] 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,
Jason

 






__20060125___This posting was submitted with HTML in it___

Re: Remedy integration with CVS

[Jason Miller]

**
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 solution is 
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,

I want to integrate remedy with CVS. Has any 
one does this integration before and 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_

Re: Remedy integration with CVS

[Carey Matthew Black]

Matt,

Hum An ARS "Build" concept What exactly would that be like?
(Which is almost part of Tim's perspective on this subject. If I can
try to put a few words in his mouth. :) )

I only see Source Control as valuable for "concurrent development
issues" in ARS, and to provide an "out of line" backup of ARS objects.
I however see it as useless for branching issues. (How do you branch
in/out a field? How do you branch in/out all related workflow that
needs updated because of the presents of the field? How do you label a
"main line" version as "in production", or some new code as "in
development"?)

As Tim points out, in ARS there really is no "local playground"
concepts. There really is no "Merge" (of ARS Object code) outside of
some, from what I have seen, limited related functionality in
Migrator. (But ver 6 gets us closer to some of those most basic
features by moving past dropping all of the data on import "in place"
of a changed form.)


So what is an ARS developer left with becomes the question.

   And as in the days of old... we are left with programmer
conventions to produce ways of doing concurrent development without
stepping on each other. Field ID ranges(variable names), Workflow
naming conventions(function/sub names), *special per person views*,
specialization of interests("Bob is the only guy who develops
application "x") and even separate ARS servers could all be used. The
trick is to make sure that all the independent "sources" of ARS
objects can be folded together without colliding with each other. (And
that can be done without an implemented SC system.) The only real
challenge is the idea that I need to change an existing object at the
same time that you are changing the same object. (Development
Concurrency)


Some programmers would look at that and say to themselves... "How
crude" But if you know the system, and you realize that one ARS
developer can do what 10-30 C programmers can do in the same amount of
time then you have to really ask "Does an ARS developer really
need anything more complicated than that?"


Before I would ask for improvements to ARS "Source Control" features:
I would advocate the idea of a field registry (on each ARS
server) for use/reuse of FieldID (keyed) definitions.  (Think like the
"Group" object in the admin tool, but just "current field definitions"
that could be on a expand menu on the right click on a form for a "new
field from the field registry for that server". Maybe even with the
option to related workflow triggered/related to that field to be added
to the current form as well.)
I would even suggest that exporting an "Application object"
should REQUIRE all related objects to be part of that export.
I would opt for an ARS internal "locking" implementation in the
objects without the need for an external SC system to be used. ( I
have even considered trying to develop a NULL SC system so that the
Admin tool could "talk to it" and have it do nothing on the back end.
Just so that that Admin tool can use it's own, already internal,
mechanisms to solve the concurrent development issues.)

... etc

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
Never ascribe to malice, that which can be explained by incompetence.



On 7/14/06, Matthew White <[EMAIL PROTECTED]> wrote:

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 modu

Re: Remedy integration with CVS

[Matthew White]

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

Re: Remedy integration with CVS

[Tim Widowfield]

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, 
  
   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

Re: Remedy integration with CVS

[Heider, Stephen]

**



 
Related topic:
 
This solution might not give you the granularity you 
require, but...  Another option that is close to a CVS solution is 
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 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:[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,

I want to integrate remedy with CVS. Has any 
one does this integration before and 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___ 

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submitted with HTML in it___
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posting was submitted with HTML in it___ __20060125___This 
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Re: Remedy integration with CVS

[Matthew White]

**








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:[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,





I want to integrate remedy with CVS. Has any one does this
integration before and 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___ 



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in it___



 










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