Mike, My first choice would be to push for one of the following:
1) A Web services interface. Maybe you use Remedy's Web Services, or maybe not. 2) You could opt for a Filter plugin approach too. I would look into the Java Scripting Plugin for a good jump start. (or maybe a flexible long term solution.) [ Assuming you have some Java skills. ] But either way.... I think you should solve the political issues first. (The technical stuff is easy.) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On 11/10/06, Mike Buick <[EMAIL PROTECTED]> wrote:
** Hi All Any helpful suggestions or experience in this area is appreciated (Remedy v6.3, oracle 9.2, Solaris). Just parachuted into the middle of a project and the decision is not to use web services (for reasons yet to be clarified). Current status is external ticketing systems (many) connect to an XRB server, and XML is translated via an API into a single inbound Remedy form. Field mappings for this form come from a customer specific template form. Data from the inbound form is then processed by the in-house Remedy ticketing system (bespoke). Similar process for outbound. This all works fine where the number of XML data attributes does not exceed the number of fields on this form for each transaction. In house expertise has managed this all fine to date, but these resources are no longer accessible due to other demands. New customer has come along with similar requirements, but the XML has multiple lines, giving a one to many data relationship. The data now far exceeds existing system constraints. How should this project be approached? Reworking the ticketing system is fully contained, it's the integration between Remedy and XML which poses the difficulties. 1) High level design - what approach? 2) Build a second (possibly 3rd form) to hold the 1 to many relationships. How easy is it to change to API to populate these tables from XML? 3) One idea is to populate a CLOB on the inbound form with multi-line XML and parse this into separate data & name pairs, to then finally populate the one to may form(s). 4) Looking at bringing in external resources for the API changes - any great API developers (+ XML) out there who are looking for a challenge? 5) Similar solution required for the outbound transactions. PS. Although a Remedy developer, just a humble XML/API beginner. Thanking you in advance. Mike
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