Hello all. Me and the esteemed Mr. Tim Widowfield have been working on a project to integrate HP's external call center application with our internal Remedy system. We've got the integration working on our current version 5 system and are now porting the changes over to version 7 for our March go-live (yikes!).
History: McKesson outsourced all of their help desk and FTS work to HP. If HP gets a phone call for an infrastructure issue (which is still managed by MCK) they need to transfer over the ticket to MCK. Even though this is transferred they want to be able to see what's happening in the ticket in case the customer calls for status. Additionally, if a McKesson person gets a call for an issue HP would manage, we need to be able to transfer from Remedy to HP. HP was VERY rigid in what they were able to do. Their only option was to use XML and couldn't take advantage of any web services. We looked at several ARSystem/XML product that are available. We chose the XML gateway due to the flexibility of it's product and it's support. So here we are. We've got thousands (maybe tens of thousands) of transactions moving back and forth from HP through the XML Gateway every day. We haven't had any issues with reliability and speed is lightening fast. If anybody is looking to do this kind of work and needs a product, I'd recommend the Gateway for sure. Another note, support has been top notch. There were a couple of features we needed to be built in so our HP integration would work, John Baker was available and responsive and got patches out to us very quickly. He's in England and I'm in California so often times this required conference calls that were near midnight his time. Let me know if you guys would like any more information!!! Jack Covert P.S. If you guys are looking for a hired gun to come in and work a complex project on a short timeline - contact Tim. He's the man! Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page <http://collaborate.mckesson.com/sites/esm/remedy> http://collaborate.mckesson.com/sites/esm/remedy ESM - Leveraging the power of automation for the benefit of the business _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
