Web Services for Integration
Hello Everyone, We're integrating our home grown Problem Management/Helpdesk application with an external Helpdesk application (Service Now), We're planning to use Web Services for the first time with our Remedy app. My question is around how folks are using Web Services. For creating new tickets in Remedy, Is it better to create a web service directly against the helpdesk schema, or is it better to create an intermediate schema where the data gets dropped off and then use workflow to validate and move it over to the main schema? It seems that having an intermediate schema is safer...but the downside is we might not get a ticket number back immediately. I'm sure others have set up integrations with web services. So I thought I would ask how others have done this and what challenges have you faced? What does your integration look like? Thanks for any advice you can provide. Sean O'Sullivan Prudential Financial ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Web Services for Integration
I can think of several reasons why an intermediate form is better, but here are a few: You can do better error handling when you have an intermediate form. For example, if a field is left off that is required, you can set a field called Errors or something similar and set all the values of the error messages there, and send that back to the person that entered the request. You can also let the web service create the record in the intermediate form with a Status of Error (I tend to use New,Processed,Error for my statuses) that make it easier to see what problems are happening before they even make it to the destination form. Another advantage is that you can do more formatting and logic that you probably wouldn't want to stick on your destination form. Since the web service is more likely to have freeform text or things in a format other than what you are used to, it gives you more leeway in formatting the data. The other main advantage is that you generally can reduce the fields that need to be entered to simplify things. This goes in with the second item as well, but generally you won't require every single field to be present when you interact through an integration, so it can be nicer to maintain an integration with a simpler form rather than the main one. It makes it faster to build and troubleshoot new integrations, in my opinion. There are more, but these are the three key ones for me. Also I wouldn't just look at it for web services integration, it would also be useful for API integrations, email templates, etc. Thanks, Shawn Pierson Remedy Developer | Southern Union -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sean O'Sullivan Sent: Wednesday, March 28, 2012 10:54 AM To: arslist@ARSLIST.ORG Subject: Web Services for Integration Hello Everyone, We're integrating our home grown Problem Management/Helpdesk application with an external Helpdesk application (Service Now), We're planning to use Web Services for the first time with our Remedy app. My question is around how folks are using Web Services. For creating new tickets in Remedy, Is it better to create a web service directly against the helpdesk schema, or is it better to create an intermediate schema where the data gets dropped off and then use workflow to validate and move it over to the main schema? It seems that having an intermediate schema is safer...but the downside is we might not get a ticket number back immediately. I'm sure others have set up integrations with web services. So I thought I would ask how others have done this and what challenges have you faced? What does your integration look like? Thanks for any advice you can provide. Sean O'Sullivan Prudential Financial ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Web Services for Integration
Sean, An intermediate form would be a better strategy -- lots of real life things happen when you go over the web. (ServiceNow slow, ServiceNow down, ServiceNow upgrading) - those are 3 simple examples… And -- that happens to all programs -- not just ServiceNow… In addition -- RARELY do fields map 1 to 1 very nicely -- and they will change overtime anyway - so an intermediate strategy would be better… Now -- the best option (IMHO) -- use Kinetic Task -- it is the intermediate strategy - but is done in a configuration approach -- avoiding additional customization in your ARS… In addition - Kinetic Task is just as comfortable with REST APIs as Web Services… this may become important to you as you interact with ServiceNow (or any of the modern SAAS solutions). -John On Wed, Mar 28, 2012 at 10:53 AM, Sean O'Sullivan sean.osulli...@prudential.com wrote: Hello Everyone, We're integrating our home grown Problem Management/Helpdesk application with an external Helpdesk application (Service Now), We're planning to use Web Services for the first time with our Remedy app. My question is around how folks are using Web Services. For creating new tickets in Remedy, Is it better to create a web service directly against the helpdesk schema, or is it better to create an intermediate schema where the data gets dropped off and then use workflow to validate and move it over to the main schema? It seems that having an intermediate schema is safer...but the downside is we might not get a ticket number back immediately. I'm sure others have set up integrations with web services. So I thought I would ask how others have done this and what challenges have you faced? What does your integration look like? Thanks for any advice you can provide. Sean O'Sullivan Prudential Financial ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. *WWRUG10 Best Customer Service/Support Award* *WWRUG09 Innovator of the Year Award* * * 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Web Services for Integration
You probably want to consider what is going to happen when things aren't working and what you can account for. Message queue syatems handle most of these issues about as gracefully as anything. I've looked at xmlgateway for that reason in the past. You also need to make sure that the midtier's web service implementation is capable of handling the xml documents sent to the midtier. Xmlgateway can address shortcomings in this area as well. On Mar 28, 2012 11:36 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** Sean, An intermediate form would be a better strategy -- lots of real life things happen when you go over the web. (ServiceNow slow, ServiceNow down, ServiceNow upgrading) - those are 3 simple examples… And -- that happens to all programs -- not just ServiceNow… In addition -- RARELY do fields map 1 to 1 very nicely -- and they will change overtime anyway - so an intermediate strategy would be better… Now -- the best option (IMHO) -- use Kinetic Task -- it is the intermediate strategy - but is done in a configuration approach -- avoiding additional customization in your ARS… In addition - Kinetic Task is just as comfortable with REST APIs as Web Services… this may become important to you as you interact with ServiceNow (or any of the modern SAAS solutions). -John On Wed, Mar 28, 2012 at 10:53 AM, Sean O'Sullivan sean.osulli...@prudential.com wrote: Hello Everyone, We're integrating our home grown Problem Management/Helpdesk application with an external Helpdesk application (Service Now), We're planning to use Web Services for the first time with our Remedy app. My question is around how folks are using Web Services. For creating new tickets in Remedy, Is it better to create a web service directly against the helpdesk schema, or is it better to create an intermediate schema where the data gets dropped off and then use workflow to validate and move it over to the main schema? It seems that having an intermediate schema is safer...but the downside is we might not get a ticket number back immediately. I'm sure others have set up integrations with web services. So I thought I would ask how others have done this and what challenges have you faced? What does your integration look like? Thanks for any advice you can provide. Sean O'Sullivan Prudential Financial ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. *WWRUG10 Best Customer Service/Support Award* *WWRUG09 Innovator of the Year Award* * * 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Web Services for Integration
Axton, Since you used xmlgateway almost like a proper noun, is there a specific product or solution you are referring to when you referred to xmlgateway? Joe From: Axton Sent: Wednesday, March 28, 2012 12:54 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** You probably want to consider what is going to happen when things aren't working and what you can account for. Message queue syatems handle most of these issues about as gracefully as anything. I've looked at xmlgateway for that reason in the past. You also need to make sure that the midtier's web service implementation is capable of handling the xml documents sent to the midtier. Xmlgateway can address shortcomings in this area as well. On Mar 28, 2012 11:36 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** Sean, An intermediate form would be a better strategy -- lots of real life things happen when you go over the web. (ServiceNow slow, ServiceNow down, ServiceNow upgrading) - those are 3 simple examples… And -- that happens to all programs -- not just ServiceNow… In addition -- RARELY do fields map 1 to 1 very nicely -- and they will change overtime anyway - so an intermediate strategy would be better… Now -- the best option (IMHO) -- use Kinetic Task -- it is the intermediate strategy - but is done in a configuration approach -- avoiding additional customization in your ARS… In addition - Kinetic Task is just as comfortable with REST APIs as Web Services… this may become important to you as you interact with ServiceNow (or any of the modern SAAS solutions). -John On Wed, Mar 28, 2012 at 10:53 AM, Sean O'Sullivan sean.osulli...@prudential.com wrote: Hello Everyone, We're integrating our home grown Problem Management/Helpdesk application with an external Helpdesk application (Service Now), We're planning to use Web Services for the first time with our Remedy app. My question is around how folks are using Web Services. For creating new tickets in Remedy, Is it better to create a web service directly against the helpdesk schema, or is it better to create an intermediate schema where the data gets dropped off and then use workflow to validate and move it over to the main schema? It seems that having an intermediate schema is safer...but the downside is we might not get a ticket number back immediately. I'm sure others have set up integrations with web services. So I thought I would ask how others have done this and what challenges have you faced? What does your integration look like? Thanks for any advice you can provide. Sean O'Sullivan Prudential Financial ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- John Sundberg Kinetic Data, Inc. Your Business. Your Process. WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Web Services for Integration
http://www.javasystemsolutions.com/jss/xmlgateway David Sanders Solution Architect Enterprise Service Suite @ Work / e-ServiceSuite tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.uk http://www.westoverconsulting.co.uk/ http://www.e-servicesuite.co.uk http://www.e-servicesuite.co.uk/ http://e-servicesuite.com/ Description: cid:image001.gif@01CCE023.38E7E320 ITIL - SaaS - On Premise From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: 28 March 2012 19:16 To: arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** Axton, Since you used xmlgateway almost like a proper noun, is there a specific product or solution you are referring to when you referred to xmlgateway? Joe From: Axton mailto:axton.gr...@gmail.com Sent: Wednesday, March 28, 2012 12:54 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** You probably want to consider what is going to happen when things aren't working and what you can account for. Message queue syatems handle most of these issues about as gracefully as anything. I've looked at xmlgateway for that reason in the past. You also need to make sure that the midtier's web service implementation is capable of handling the xml documents sent to the midtier. Xmlgateway can address shortcomings in this area as well. On Mar 28, 2012 11:36 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** Sean, An intermediate form would be a better strategy -- lots of real life things happen when you go over the web. (ServiceNow slow, ServiceNow down, ServiceNow upgrading) - those are 3 simple examples. And -- that happens to all programs -- not just ServiceNow. In addition -- RARELY do fields map 1 to 1 very nicely -- and they will change overtime anyway - so an intermediate strategy would be better. Now -- the best option (IMHO) -- use Kinetic Task -- it is the intermediate strategy - but is done in a configuration approach -- avoiding additional customization in your ARS. In addition - Kinetic Task is just as comfortable with REST APIs as Web Services. this may become important to you as you interact with ServiceNow (or any of the modern SAAS solutions). -John On Wed, Mar 28, 2012 at 10:53 AM, Sean O'Sullivan sean.osulli...@prudential.com wrote: Hello Everyone, We're integrating our home grown Problem Management/Helpdesk application with an external Helpdesk application (Service Now), We're planning to use Web Services for the first time with our Remedy app. My question is around how folks are using Web Services. For creating new tickets in Remedy, Is it better to create a web service directly against the helpdesk schema, or is it better to create an intermediate schema where the data gets dropped off and then use workflow to validate and move it over to the main schema? It seems that having an intermediate schema is safer...but the downside is we might not get a ticket number back immediately. I'm sure others have set up integrations with web services. So I thought I would ask how others have done this and what challenges have you faced? What does your integration look like? Thanks for any advice you can provide. Sean O'Sullivan Prudential Financial ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- John Sundberg Kinetic Data, Inc. Your Business. Your Process. WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award 651-556-0930 I john.sundb...@kineticdata.com http://www.kineticdata.com/ www.kineticdata.com I http://community.kineticdata.com/ community.kineticdata.com _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 image001.gif
Re: Web Services for Integration
In reading the info on the site, it looks like Ebay uses BMC products to run it's auction site? Is that true, and if so, what does it use? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders Sent: Wednesday, March 28, 2012 2:34 PM To: arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** http://www.javasystemsolutions.com/jss/xmlgateway David Sanders Solution Architect Enterprise Service Suite @ Work / e-ServiceSuite tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.ukmailto:david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.ukhttp://www.westoverconsulting.co.uk/ http://www.e-servicesuite.co.ukhttp://www.e-servicesuite.co.uk/ [Description: cid:image001.gif@01CCE023.38E7E320]http://e-servicesuite.com/ ITIL - SaaS - On Premise From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: 28 March 2012 19:16 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** Axton, Since you used xmlgateway almost like a proper noun, is there a specific product or solution you are referring to when you referred to xmlgateway? Joe From: Axtonmailto:axton.gr...@gmail.com Sent: Wednesday, March 28, 2012 12:54 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** You probably want to consider what is going to happen when things aren't working and what you can account for. Message queue syatems handle most of these issues about as gracefully as anything. I've looked at xmlgateway for that reason in the past. You also need to make sure that the midtier's web service implementation is capable of handling the xml documents sent to the midtier. Xmlgateway can address shortcomings in this area as well. On Mar 28, 2012 11:36 AM, John Sundberg john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com wrote: ** Sean, An intermediate form would be a better strategy -- lots of real life things happen when you go over the web. (ServiceNow slow, ServiceNow down, ServiceNow upgrading) - those are 3 simple examples... And -- that happens to all programs -- not just ServiceNow... In addition -- RARELY do fields map 1 to 1 very nicely -- and they will change overtime anyway - so an intermediate strategy would be better... Now -- the best option (IMHO) -- use Kinetic Task -- it is the intermediate strategy - but is done in a configuration approach -- avoiding additional customization in your ARS... In addition - Kinetic Task is just as comfortable with REST APIs as Web Services... this may become important to you as you interact with ServiceNow (or any of the modern SAAS solutions). -John On Wed, Mar 28, 2012 at 10:53 AM, Sean O'Sullivan sean.osulli...@prudential.commailto:sean.osulli...@prudential.com wrote: Hello Everyone, We're integrating our home grown Problem Management/Helpdesk application with an external Helpdesk application (Service Now), We're planning to use Web Services for the first time with our Remedy app. My question is around how folks are using Web Services. For creating new tickets in Remedy, Is it better to create a web service directly against the helpdesk schema, or is it better to create an intermediate schema where the data gets dropped off and then use workflow to validate and move it over to the main schema? It seems that having an intermediate schema is safer...but the downside is we might not get a ticket number back immediately. I'm sure others have set up integrations with web services. So I thought I would ask how others have done this and what challenges have you faced? What does your integration look like? Thanks for any advice you can provide. Sean O'Sullivan Prudential Financial ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are -- John Sundberg Kinetic Data, Inc. Your Business. Your Process. WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award 651-556-0930tel:651-556-0930 I john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com www.kineticdata.comhttp://www.kineticdata.com/ I community.kineticdata.comhttp://community.kineticdata.com/ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without
Re: Web Services for Integration
I believe ebay used home-grown Remedy apps for Case Management of fraud investigation, and similar areas. David Sanders Solution Architect Enterprise Service Suite @ Work / e-ServiceSuite tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.uk http://www.westoverconsulting.co.uk/ http://www.e-servicesuite.co.uk http://www.e-servicesuite.co.uk/ http://e-servicesuite.com/ Description: cid:image001.gif@01CCE023.38E7E320 ITIL - SaaS - On Premise From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us Sent: 28 March 2012 19:38 To: arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** In reading the info on the site, it looks like Ebay uses BMC products to run it's auction site? Is that true, and if so, what does it use? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders Sent: Wednesday, March 28, 2012 2:34 PM To: arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** http://www.javasystemsolutions.com/jss/xmlgateway David Sanders Solution Architect Enterprise Service Suite @ Work / e-ServiceSuite tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.uk http://www.westoverconsulting.co.uk/ http://www.e-servicesuite.co.uk http://www.e-servicesuite.co.uk/ http://e-servicesuite.com/ Description: cid:image001.gif@01CCE023.38E7E320 ITIL - SaaS - On Premise From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: 28 March 2012 19:16 To: arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** Axton, Since you used xmlgateway almost like a proper noun, is there a specific product or solution you are referring to when you referred to xmlgateway? Joe From: Axton mailto:axton.gr...@gmail.com Sent: Wednesday, March 28, 2012 12:54 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** You probably want to consider what is going to happen when things aren't working and what you can account for. Message queue syatems handle most of these issues about as gracefully as anything. I've looked at xmlgateway for that reason in the past. You also need to make sure that the midtier's web service implementation is capable of handling the xml documents sent to the midtier. Xmlgateway can address shortcomings in this area as well. On Mar 28, 2012 11:36 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** Sean, An intermediate form would be a better strategy -- lots of real life things happen when you go over the web. (ServiceNow slow, ServiceNow down, ServiceNow upgrading) - those are 3 simple examples. And -- that happens to all programs -- not just ServiceNow. In addition -- RARELY do fields map 1 to 1 very nicely -- and they will change overtime anyway - so an intermediate strategy would be better. Now -- the best option (IMHO) -- use Kinetic Task -- it is the intermediate strategy - but is done in a configuration approach -- avoiding additional customization in your ARS. In addition - Kinetic Task is just as comfortable with REST APIs as Web Services. this may become important to you as you interact with ServiceNow (or any of the modern SAAS solutions). -John On Wed, Mar 28, 2012 at 10:53 AM, Sean O'Sullivan sean.osulli...@prudential.com wrote: Hello Everyone, We're integrating our home grown Problem Management/Helpdesk application with an external Helpdesk application (Service Now), We're planning to use Web Services for the first time with our Remedy app. My question is around how folks are using Web Services. For creating new tickets in Remedy, Is it better to create a web service directly against the helpdesk schema, or is it better to create an intermediate schema where the data gets dropped off and then use workflow to validate and move it over to the main schema? It seems that having an intermediate schema is safer...but the downside is we might not get a ticket number back immediately. I'm sure others have set up integrations with web services. So I thought I would ask how others have done this and what challenges have you faced? What does your integration look like? Thanks for any advice you can provide. Sean O'Sullivan Prudential Financial ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- John Sundberg Kinetic Data, Inc. Your Business. Your Process. WWRUG10 Best Customer Service/Support Award
Re: Web Services for Integration
Interesting - thanks! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders Sent: Wednesday, March 28, 2012 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** I believe ebay used home-grown Remedy apps for Case Management of fraud investigation, and similar areas. David Sanders Solution Architect Enterprise Service Suite @ Work / e-ServiceSuite tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.ukmailto:david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.ukhttp://www.westoverconsulting.co.uk/ http://www.e-servicesuite.co.ukhttp://www.e-servicesuite.co.uk/ [Description: cid:image001.gif@01CCE023.38E7E320]http://e-servicesuite.com/ ITIL - SaaS - On Premise From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us Sent: 28 March 2012 19:38 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** In reading the info on the site, it looks like Ebay uses BMC products to run it's auction site? Is that true, and if so, what does it use? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders Sent: Wednesday, March 28, 2012 2:34 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** http://www.javasystemsolutions.com/jss/xmlgateway David Sanders Solution Architect Enterprise Service Suite @ Work / e-ServiceSuite tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.ukmailto:david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.ukhttp://www.westoverconsulting.co.uk/ http://www.e-servicesuite.co.ukhttp://www.e-servicesuite.co.uk/ [Description: cid:image001.gif@01CCE023.38E7E320]http://e-servicesuite.com/ ITIL - SaaS - On Premise From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: 28 March 2012 19:16 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** Axton, Since you used xmlgateway almost like a proper noun, is there a specific product or solution you are referring to when you referred to xmlgateway? Joe From: Axtonmailto:axton.gr...@gmail.com Sent: Wednesday, March 28, 2012 12:54 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Web Services for Integration ** You probably want to consider what is going to happen when things aren't working and what you can account for. Message queue syatems handle most of these issues about as gracefully as anything. I've looked at xmlgateway for that reason in the past. You also need to make sure that the midtier's web service implementation is capable of handling the xml documents sent to the midtier. Xmlgateway can address shortcomings in this area as well. On Mar 28, 2012 11:36 AM, John Sundberg john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com wrote: ** Sean, An intermediate form would be a better strategy -- lots of real life things happen when you go over the web. (ServiceNow slow, ServiceNow down, ServiceNow upgrading) - those are 3 simple examples... And -- that happens to all programs -- not just ServiceNow... In addition -- RARELY do fields map 1 to 1 very nicely -- and they will change overtime anyway - so an intermediate strategy would be better... Now -- the best option (IMHO) -- use Kinetic Task -- it is the intermediate strategy - but is done in a configuration approach -- avoiding additional customization in your ARS... In addition - Kinetic Task is just as comfortable with REST APIs as Web Services... this may become important to you as you interact with ServiceNow (or any of the modern SAAS solutions). -John On Wed, Mar 28, 2012 at 10:53 AM, Sean O'Sullivan sean.osulli...@prudential.commailto:sean.osulli...@prudential.com wrote: Hello Everyone, We're integrating our home grown Problem Management/Helpdesk application with an external Helpdesk application (Service Now), We're planning to use Web Services for the first time with our Remedy app. My question is around how folks are using Web Services. For creating new tickets in Remedy, Is it better to create a web service directly against the helpdesk schema, or is it better to create an intermediate schema where the data gets dropped off and then use workflow to validate and move it over to the main schema? It seems that having an intermediate schema is safer...but the downside is we might not get a ticket number back immediately. I'm sure others have set up integrations with web services. So I thought I would ask how others have done this and what challenges
