Our company implemented iTrack some time ago to handle internal software development requests but the decision has now been made to integrate that system as a front-end for end users to open trouble tickets with our help desk for day to day problems with workstations etc. I need to integrate iTrack (web interface for users to submit & track trouble tickets) and Remedy where our custom Help Desk application lives.
At first I was going to just have iTrack send an e-mail to Remedy to submit a ticket but then I was hit with the requirement for Remedy to update the iTrack system with ticket status. Personally I would have preferred building a web front-end directly into Remedy but the powers that be decided that it would be easier for end users to use the same system that they already use to submit software requests.
Does anyone out there have any experience with iTrack (Remedy integrations or otherwise)?
Thanks,
Rick
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Rick Westbrock
PETCO Store Systems WAN Supervisor
[EMAIL PROTECTED]
