Words!
2015-09-02 16:56 GMT+02:00 John Sundberg <[email protected]>: > ** > (This email is in response to a handful of the earlier emails on the topic) > > > #1 — what is your volume of incidents/JIRA tickets? > (If it is small (< 20) a month … my suggestion is overkill) > > What happens is people try other things (ARS/Plugins/REST/etc…) after they > go production for awhile — they see they have to take it far more serious > than the original test cases — this is when they find Kinetic Task. > Download it here: > http://www.kineticdata.com/products/task/request-information/ > > We work with companies who have both BMC ARS (custom and ITSM) and JIRA … > > What happens is JIRA gets tightly wound into the processes of the > developers — and it solves a nice problem for them, they will not leave > JIRA for ARS. > Also — there is significant investment in ARS and the companies do not > want to (and it is not the right thing anyway) to switch to JIRA for > helpdesk. > > The right solution is to make both sides happy/efficient. So, an > integration is needed. > > So my question to you is: > > Are you playing around to create a JIRA defect from Incident? > Example: > You set some value on Incident - and as a result it creates a Defect in > JIRA? > > or… > > Are you looking to solve a real problem which requires > “significant workflow” … ??? > > Meaning … > > (Like above) > From Incident … you trigger something so a JIRA ticket gets created… > Then — during the lifetime of the JIRA ticket (assigment/status > change/etc… ) you push info back into Incident — or possibly do > communications to original requester or possibly create a BMC change > request when the JIRA ticket gets to a certain state. > > Being real — then things like stopping/starting/pausing, scaling, > failover, debugging, retries, version control, dev/qa/prod, documentation, > operational support, performance tracking, SLA tracking (clawbacks, etc…) > you know — real production stuff become necessary. > > The latest term for this is SIAM (Service Integration and Management) > https://en.wikipedia.org/wiki/Service_integration_and_management > > > Sample ARS Problem: In ARS how do you turn off a filter for a period of > time — then release it once the target system is up??? > Sample ARS Problem: My submit is slow … why is it slow? > Sample ARS Problem: My submit is slow … everything is slow. > Sample ARS Problem: My submit is slow ... because the other Remedy system > I am talking to is slow — how do I fix that? > Sample ARS Problem: My submit is slow ... because I need to update the API > for the target system … how do I put that in without taking everything down > (and waiting for the weekend)? > Sample ARS Problem: My process needs to improve — how can I move to the > new process without breaking the 1000 existing tickets in flight? > > All of those are real problems … that cause real headaches … that cause > real debate … that basically prevents projects from getting done. > > If you are looking to solve a real problem with “significant workflow” … > you may want to look at Kinetic Task … it is a tasking engine that attaches > to both Remedy and to JIRA — and then you can build workflows that tie them > together. > It works asynchronously — unlike BMC ARS’s workflow (including v9). What > that means is — if JIRA is slow or BMC is slow (or down) — neither of the > other systems is affected. The calls back and forth will queue up … and > continue when available. (This is something that you will need if you are > doing this for real.) If you are just playing around to see if BMC and JIRA > can talk — REST / WebServices do work. However … in the real world — (you > need way more than just a REST call) queuing is what is needed. > > See: > > http://community.kineticdata.com/?title=20_Kinetic_Task/Task_Handlers_%26_Sources/Jira > > Kinetic Task 4.0 will work with any version of ARS 7.0 and newer. > Technically - we could probably go back to ARS 1.0 … but — seems a bit > worthless at this point. > > Kinetic Task is an event based, distributed, asynchronous task engine with > a drag/drop, version managed, workflow system. > > Kinetic Task 4.0 connects to any data system (not just Remedy or JIRA) … > it can also provide workflow for ServiceNow, Salesforce, ActiveDirectory, > Twilio, etc… > > You can sort of think of it like Remedy Filters/Escalations but more > generic (can be the task engine for any data system). Remedy > Filters/Escalations are “synchronous and monolithic” whereas Kinetic Task > are "asynchronous and distributed". As systems get larger, or you tie > things together across an enterprise or an internet — asynchronous and > distributed becomes a requirement. (A recent term for this is > “micro-services”) > See: > http://martinfowler.com/articles/microservices.html > > > I hope that sheds some light on what to think about when integrating > across the web. > > BTW: > This is the product we announced 5 years ago at WWRUG ??? … which won > “Most innovative product”. > Since then MILLIONS and MILLIONS of transactions have been Kineticized :) > (Just made that word up) > > -John > > > > > > On Sat, Aug 29, 2015 at 12:35 PM, GBGupta <[email protected]> wrote: > >> Hi, >> I need some help trying to understand if there is a way to integrate >> remedy Incident to a Defect in JIRA? >> Is there any plugin out there? >> Or how would I be able to achieve this? We are on remedy 8.1. >> I have zero knowledge of Jira but I could get my hands on an installation >> to test out an integration. >> >> Atlassian also offers a Service Desk module - so there is also a thought >> to switch to using that for lack of better way to integrate. >> >> Any help from arslisters would be highly appreciated!!! >> >> BMC Incident Management Team @ Toronto - anything out there? It will be >> too sad BMC losing space to Atlassian Service Desk! >> Please help!!! >> >> Thx, >> Geetika >> >> Sent from my iPhone >> >> _______________________________________________________________________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> "Where the Answers Are, and have been for 20 years" >> > > > > -- > > *John Sundberg* > Kinetic Data, Inc. > "Your business. Your process." > > 651-556-0930 I [email protected] > www.kineticdata.com I community.kineticdata.com > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
