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ITIL :: View topic - Service Desk Integration - CA Unicenter and ARS Remedy
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Service Desk Integration - CA Unicenter and ARS Remedy

 
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Karl Johnson
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PostPosted: Wed Sep 21, 2005 10:01 am    Post subject: Service Desk Integration - CA Unicenter and ARS Remedy Reply with quote

Confused

Hi -

I am currently looking a options that will deliver limited integration capabilities between CA and ARS (Remedy Helpdesk).

It appears as though the best option, in terms of cost and time, is to develop an email-based interface that will auto-create new tickets in CA when a ticket is created in Remedy and, to a limited extent, allow updates to be made and then reflected in the corresponding tickets in either system.

A full integration using web services is not being seen as a viable option as only a very small number of support requirements (tickets) need to be transferred over this interface (~10/month).

Remedy appears to be quite capable with supporting an email interface, however I cannot find too much info on the capability of Unicenter in supporting the same.

Does anyone have any experience in this area (especially on he Unicenter side) that are willing to share?

Rgds,
Karl
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ccnpkid
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Newbie


Joined: Sep 07, 2005
Posts: 3

PostPosted: Tue Oct 04, 2005 9:37 pm    Post subject: Reply with quote

i have been working on remedy for the last 2 years and find it very useful. very much customisable.
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itil_asia
Itiler


Joined: Aug 31, 2004
Posts: 28
Location: South East Asia (Singapore, Malaysia, Thailand, Indonesia, Philippines)

PostPosted: Wed Oct 05, 2005 10:45 am    Post subject: Integration Reply with quote

Karl,

Send me an email (itil_asia@yahoo.com), and I could help you with the Unicenter side.

Provide me with some details:
- Version
- Platform

Cheers
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