Roger, I'm not a lawyer and I don't play one on TV but I would think that it satisfies the License Agreement. A named user, and by named I mean Fixed Write License, is updating the ticket and that is perfectly legal. The fact that the caller initiates a session with the IVR makes them an extension of the account. I would assume they need to be authenticated by the IVR system in order to do a "close ticket" so they would be traceable as well.
Legalese experts may disagree but that's my 0.010798 pound sterling. John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Friday, July 07, 2006 1:35 PM To: [email protected] Subject: Re: Speech IVR and Remedy John, Okay, so if the IVR is the user for all updates and we give it a user name and pw then the 'data' would be coming from the customer to the IVR and using the API to either insert a record into an intermediate table and then updating the ticket via workflow or updating the ticket directly. In your opinion this would not violate the license agreement? Thanks, Roger A. Nall OSSNMS Sr. Remedy Administrator/Developer T-Mobile USA Desk: 973-644-3963 Cell: 973-652-6723 FAX: 973-490-3296 sf49fanv AIM IM RogerNall Yahoo IM -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Friday, July 07, 2006 1:18 PM To: [email protected] Subject: Re: Speech IVR and Remedy Adam, You're correct. If the IVR actually had the write license then I would consider it a valid update. But to let a read only user create a record and have a filter or escalation take that new record and update an existing record in another form is prohibited by the License Agreement. Same as the issue with AR System being the only user of the database. License one tool to use another. That's legal as far as I know. John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Adam D Pederson Sent: Friday, July 07, 2006 11:22 AM To: [email protected] Subject: Re: Speech IVR and Remedy Hey John: I'm not sure that I agree with you that it would be a violation. It would be a violation if the integration was using a read only connection, or was using the API to directly interface with the application. We've all built application integration that sync data between two applications, and I'd view this as the same operation. The IVR isn't avoiding a license restriction because it is using a licensed connection to AR System. You'd have to talk to Remedy at more length, but I've seen Remedy Professional Services build IVR integrations to allow update and closure, so I know that it can be done through workflow at least nominally within the bounds of the license agreement. Regards, Adam Pederson ITSM Consultant Xinify Technologies, Inc. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Friday, July 07, 2006 10:36 AM To: [email protected] Subject: Re: Speech IVR and Remedy Carey and Roger, OT from the original post but . . . There is one perfectly legal way to handle a situation like this. The "closure" action actually creates a new record in a "Closure" form. That sends a notification to an actual licensed user who in turn closes the Helpdesk Ticket. No violation since the end user is creating a new notification record and a licensed user is modifying the original ticket. It's the same as if the customer called the helpdesk and said, "Please close ticket # blah blah. Thank you." Now using workflow for that step *WOULD* be a violation. John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, July 07, 2006 9:15 AM To: [email protected] Subject: Re: Speech IVR and Remedy Roger, While I have not done this personally, I am sure it would be technically possible. The only concern that you should watch out for is to make sure that your not breaking BMC's license agreement in this process. You can try to cover yourself by setting "Submitter mode locked" AND only altering values changeable for an authentication 'Submitter' value for the record. Then obviously "do the right thing" and have some kind of "login" in the IVR. Good luck with that part. An idea, might be to use the number the user is calling form as an "identity", but BMC might have some issues with that definition too. :) Your org might have other options too. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/7/06, Nall, Roger <[EMAIL PROTECTED]> wrote: > ** > > > > Good Morning All, > > > > ARS 6.3, patch 16 > > SQL2K > > WIN2K > > > > I know this may be a bit rough for a Friday but I am wondering if > anyone has attempted to integrate Remedy to an IVR system. We are > exploring the idea of allowing customers to call our support and > receive information about their trouble ticket. There is also some > talk about allowing the customer to close the ticket on the call. Any > information would be greatly appreciated. Have a great weekend. > > > > Thanks, > > > > Roger A. Nall > > OSSNMS Sr. Remedy Administrator/Developer > > T-Mobile USA > > Desk: 973-644-3963 > > Cell: 973-652-6723 > > FAX: 973-490-3296 > > sf49fanv AIM IM > > RogerNall Yahoo IM > > > > __20060125_______________________This posting was submitted with > HTML in it___ ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ________________________________________________________________________ ____ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
