I see the following options if you want to avoid creating new fields depending on how you need to use this guid data. 1. Store it in Vendor Tkt Number field. Just create a new vendor name with the external system name and use these fields. or 2. Store it as workinfo entry. or 3. Store as a relationship entry. or 4. Prefix the Summary or Detailed Desc of the ticket with this external system GUID.
I have used before Option 1 so that I can write workflow on the field to hyperlink external system data. Just name this vendor such that it can differentiate clearly against actual external vendor. I do not think there is much workflow on these fields other than generic checks to make sure that vendor exists in the backend data. Sometimes it is unavoidable depending on the significance of this guid and you may have to add new field. For ex: We had integration with some monitoring tools that pass the eventID and synchronize status updates based on this number. We felt at that time adding a new field is the good option for us. On Monday, February 4, 2013 1:00:32 AM UTC-8, Enslin Van Blerk - MWEB wrote: > > ** > > Hi > > > > Remedy 7.6 > > > > I use the Incident Interface Create Webservice to create an Incident in > the HelpDesk form. > > The external system (not a Vendor but Internal System) push a GUID through > to REMEDY and I would like to know the following: > > > > Can I use one of the existing fields to map the GUID to REMEDY? – I do not > want to create extra field if possible. > > Are there some documentation available that explain all the fields on the > form, example can I use the <????> field to push the GUID to the HelpDesk > form? > > > > I know I can look at the relationships/workflow through DeveloperStudio, > however if anyone can give me some ideas from your own work it will be much > appreciated. > > > > Main objective would be to use the GUID as the unique identifier for these > tickets created in the HelpDesk form. > > > > Regards > > Enslin > > > > > ------------------------------ > > [image: footer (34K)] <http://www.mweb.co.za/productspricing/Home.aspx> > > ------------------------------ > This electronic communication and the attached file(s) are subject to a > disclaimer which can be accessed on the following link: > Disclaimer<http://www.mweb.co.za/disclaimer>- or copy the following URL into > your browser - > http://www.mweb.co.za/disclaimer. If you are unable to view the > disclaimer, please contact [email protected] <javascript:> for a copy. > > ------------------------------ > > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
