Posted: Wed Sep 21, 2005 10:01 am Post subject: Service Desk Integration - CA Unicenter and ARS Remedy
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?
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