I believe ebay used home-grown Remedy apps for Case Management of fraud investigation, and similar areas.
David Sanders Solution Architect Enterprise Service Suite @ Work / e-ServiceSuite tel +44 1494 468980 mobile +44 7710 377761 email [email protected] web http://www.westoverconsulting.co.uk <http://www.westoverconsulting.co.uk/> http://www.e-servicesuite.co.uk <http://www.e-servicesuite.co.uk/> <http://e-servicesuite.com/> Description: cid:[email protected] ITIL - SaaS - On Premise From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of [email protected] Sent: 28 March 2012 19:38 To: [email protected] Subject: Re: Web Services for Integration ** In reading the info on the site, it looks like Ebay uses BMC products to run it's auction site? Is that true, and if so, what does it use? From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of David Sanders Sent: Wednesday, March 28, 2012 2:34 PM To: [email protected] Subject: Re: Web Services for Integration ** http://www.javasystemsolutions.com/jss/xmlgateway David Sanders Solution Architect Enterprise Service Suite @ Work / e-ServiceSuite tel +44 1494 468980 mobile +44 7710 377761 email [email protected] web http://www.westoverconsulting.co.uk <http://www.westoverconsulting.co.uk/> http://www.e-servicesuite.co.uk <http://www.e-servicesuite.co.uk/> <http://e-servicesuite.com/> Description: cid:[email protected] ITIL - SaaS - On Premise From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Joe Martin D'Souza Sent: 28 March 2012 19:16 To: [email protected] Subject: Re: Web Services for Integration ** Axton, Since you used xmlgateway almost like a proper noun, is there a specific product or solution you are referring to when you referred to xmlgateway? Joe From: Axton <mailto:[email protected]> Sent: Wednesday, March 28, 2012 12:54 PM Newsgroups: public.remedy.arsystem.general To: [email protected] Subject: Re: Web Services for Integration ** You probably want to consider what is going to happen when things aren't working and what you can account for. Message queue syatems handle most of these issues about as gracefully as anything. I've looked at xmlgateway for that reason in the past. You also need to make sure that the midtier's web service implementation is capable of handling the xml documents sent to the midtier. Xmlgateway can address shortcomings in this area as well. On Mar 28, 2012 11:36 AM, "John Sundberg" <[email protected]> wrote: ** 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] <http://www.kineticdata.com/> www.kineticdata.com I <http://community.kineticdata.com/> community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
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