Eli, I would think that the root (hardest part) of this work will be parsing the XML and mapping it into the "helpdesk case".
So, I would first ask if the monitoring tool can talk to a Web Service instead of sending an email with an XML doc attached. ( If so then go that way first.) Or.. this is what I would suggest... Create a Filter plugin (or external command line script) that would login to the ARS server with enough privileges to get the XML data attachment (with ARS API) and then enough intelligence to parse and map that content to a Remedy form. Note the form does not need to be the main ticket form. It could be an intermediate form that you use to track the conversation between the two systems too. It might be that when such a ticket is later updated in ARS some message needs to be sent back to the monitoring tool too. Hope that helps. (But I doubt that is what you wanted to hear.) -- 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 12/28/06, Eli <[EMAIL PROTECTED]> wrote:
Greetings all. We recently implemented a monitoring tool that has the ability to send email alerts with XML attachments. The only problem is, I'm not sure how to open and parse the attachment into a new help desk case. Has anyone done this before? Is there a way to parse the native file or pass it through an XML web service in order to create a new incident? I'm using Remedy 6.03 on Windows 2003 with a SQL Server back end. Thanks in advance! _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
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