Sean, An intermediate form would be a better strategy -- lots of "real life" things happen when you go over the web. (ServiceNow slow, ServiceNow down, ServiceNow upgrading) - those are 3 simple examples…
And -- that happens to all programs -- not just ServiceNow… In addition -- RARELY do fields map 1 to 1 very nicely -- and they will change overtime anyway - so an intermediate strategy would be better… Now -- the best option (IMHO) -- use Kinetic Task -- it is the intermediate strategy - but is done in a configuration approach -- avoiding additional customization in your ARS… In addition - Kinetic Task is just as comfortable with REST APIs as Web Services… this may become important to you as you interact with ServiceNow (or any of the modern SAAS solutions). -John On Wed, Mar 28, 2012 at 10:53 AM, Sean O'Sullivan < [email protected]> wrote: > Hello Everyone, > > We're integrating our home grown Problem Management/Helpdesk application > with an external Helpdesk application (Service Now), We're planning to > use Web Services for the first time with our Remedy app. > > My question is around how folks are using Web Services. For creating new > tickets in Remedy, Is it better to create a web service directly against > the helpdesk schema, or is it better to create an intermediate schema where > the data gets dropped off and then use workflow to validate and move it > over to the main schema? It seems that having an intermediate schema is > safer...but the downside is we might not get a ticket number back > immediately. > > I'm sure others have set up integrations with web services. So I thought > I would ask how others have done this and what challenges have you faced? > What does your integration look like? > > Thanks for any advice you can provide. > > Sean O'Sullivan > Prudential Financial > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > -- *John Sundberg* Kinetic Data, Inc. "Your Business. Your Process." *WWRUG10 Best Customer Service/Support Award* *WWRUG09 Innovator of the Year Award* * * 651-556-0930 I [email protected] www.kineticdata.com I community.kineticdata.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
