From: Action Request System discussion list(ARSList) on behalf of Rodney Harris
Sent: Wed 9/6/2006 7:24 PM
To: [email protected]
Subject: Integrating Remedy with Outlook
Hi All,
I’m looking at using a product called Genius Connect (or similar) to link our custom Remedy V7 CRM system to Outlook. The functionality we require is the ability for our sales force to use Outlook as their contact list, calendar and task list while retaining compatibility with our CRM. Has anyone done anything like this?
This is how I’m planning to do it.
1. When the user has an internet connection, Outlook synchronises with the Exchange server via HTTP or straight IP. The users use the offline cache feature of Outlook to retain access to their data when not connected.
2. A server runs Outlook with Genius connect installed and connects to each mailbox that we want synchronised. Periodically Genius Connect synchronises the Outlook mailboxes with an SQL database on the same server as our Remedy database via ODBC.
3. The Remedy server runs escalations that read and write to the intermediate SQL server tables. The intermediate tables allow for date conversions and allow Remedy to retain full control of its database. Remedy can read from the SQL tables via View Forms and write to them via direct SQL.
Is there a better way than this to do what we want? Has anyone done anything similar and would they share their experiences with me?
Thanks,
Rod Harris
CMS Asset Solutions
Level 10, 23-25 O’Connell Street
Sydney Australia
