> Hi, > > We use two ways, sending a mail towards Remedy to open tickets. ( > one-way ). email template in Setscript. > > And more recent we migrated to a SOAP interface. (bi-directiona) build > into our Set/Update and clear scripts > > > Functionalities > > * Open ticket from Notifier scripts, with alarm enrichment ( CAT TY > PIT, Customer, Service Window, Service Line, Severity mapping ) > > * Severity Matrix will map Spectrum severity to an ticket severity. > For example SPectrum Critical will open ticket in High Priority with > 15 min WIP SLA, with escalation and Resolution time SLA > > * Spectrum and Remedy (escallation) use both central SMS notification > server based on Attention software, for guard schedules of differet > Service Lines / Customers. > > * Display the ticket number in Spectrum > > * Right click on alarm will open Remedy client/ticket > > * Acknowledge of alarm in Spectrum will put ticket in WIP Remedy > > * For some containers/groups we allow Spectrum to close the ticket > automatically. ( Clearscript ) Spectrum will put event resolutions in > Remedy solution summary. > > * More reliable then via Mail, and very fast ticket creation after > Spectrum AGING time. > > Not so complex to make. > I presume the CA connector is providing almost the same > functionalities, but we needed a very flexible approach ( different > Remedy's, exceptions for certain customers, etc,..) > > > Regards, Erwin > > > > > > -----Original Message----- > From: Tabarzadi, Shahla [mailto:[email protected]] > Sent: maandag 16 november 2009 19:15 > To: spectrum > Subject: [spectrum] Remedy and Spectrum > > Hi list, > Can you share your information and knowledge about the integration > between Remedy and Spectrum? > Thank you > > ------------------------------------- > Regards, > Shahla Tabarzadi > Network and Unified Communications > U.S. House of Representatives > Office: 202.226.6266 > Blackberry: 202.580.9525 > Email: [email protected] > > > --- > To unsubscribe from spectrum, send email to [email protected] with the > body: unsubscribe spectrum [email protected]
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