Agree with the support from Javasystemsolutions and Mr Baker! Outstanding! (did a review of XMLGateway a year ago, but due to a lot of circumstation the customer did not want to go further...)
Regards, Jarl On Mon, Feb 25, 2008 at 6:04 PM, Covert, Jack <[EMAIL PROTECTED]> wrote: > ** > > > > 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 > > > > ESM – Leveraging the power of automation for the benefit of the business > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
