This is a repost of an earlier post. I'm resending it because I didn't
receive a confirmation from the list.
Hello again,
I seem to be full of apologies today. I'm back, but this time with
specific questions! I apologize to the list
for thinking out loud in my earlier post.
My questions:
Are you using the solutions database, i.e., the form displayed from the
"Create and Edit Solution" button on the resolution tab?
Is it necessary to use it, if there is a third party knowledge base
available?
Does not using the solutions database form, have any workflow repercussions?
Thank you,
Bill
----- Original Message -----
From: "Bill Hoffmeier" <[EMAIL PROTECTED]>
To: <arslist@ARSLIST.ORG>
Sent: Thursday, November 15, 2007 8:00 AM
Subject: Re: Integration Right Answers with Solutions Database
Axton,
Thanks for your reply. My actual requirements are limited. I need to
provide a link to search Right Answers for a solution that matches the
existing incident record, and provide a link on the Right Answers
solution page to create a service request, if the provided solutions
don't help. I know how to satisfy these requirements, but they are
giving me heartburn in terms of how this particular solution integrates
with the Solution Database within Problem Management. In other words, my
requirements sound insufficient to me.
It seems to me that we have to populate either the Solution Database OR
Right Answers with a subset of knowledge entries for a complete
integration. Asking the analyst to populate two forms to enter a
knowledge item is wrong at face value. What I'm wondering is this: what
is the "best practice" for utilizing the two databases? I'm also
wondering how ONLY using the Right Answers solutions impacts the Problem
Management. Relying solely only on Right Answers sounds problematic to
me. For instance, how would the analyst discover known errors? Again, I
think integration is required. I just can't seem to get my head around
the best architecture to allow each application to perform as expected
and limit the number of customizations to ITSM.
HTH,
Bill
----- Original Message -----
From: "Axton" <[EMAIL PROTECTED]>
Newsgroups: public.remedy.arsystem.general
To: <arslist@ARSLIST.ORG>
Sent: Thursday, November 15, 2007 7:11 AM
Subject: Re: Integration Right Answers with Solution
I am working on this right now. Just finishing an integration from
the self service portal. For integrations from aruser to right
answers, they have an activex control that uses the com automation as
the integration method on the client side to pass data around.
If you can provide some additional details about what you wish to
accomplish with your integration, I can provide some better
information on what method to use to best meet your requirements.
Axton Grams
On 11/15/07, Bill Hoffmeier <[EMAIL PROTECTED]> wrote:
**
Hello,
I'm hoping someone has done an integration between the solution
database
within Problem Management module of the ITSM suite and the Right
Answers
knowledge base. I'm interested in hearing about all types of
integrations,
including but not limited to database to database solutions. Anyone?
Bill
Lockheed Martin
Altadena, Ca __20060125_______________________This posting
was submitted with HTML in it___
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