Shawn: I notice that no one is mentioning the Corporate ID field, which can very definitely uniquely identify customers with the same name and do cool things like help you turn up tickets for a given person after they've had a name and/or email address and/or login id change. Is your ITSM installation making use of that field so that it might provide some value here? (I'm assuming here that you'd probably have to modify the HPD:IncidentInterface_Create form to make use of it.)
Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA [email protected]<mailto:[email protected]> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Joe D'Souza Sent: Monday, April 08, 2013 2:29 PM To: [email protected] Subject: [EXTERNAL] Re: Setting the Customer*+ on Incidents through a web service ** I haven't used that particular web service designed for that form, but I'm familiar with that form and the web service, so that's the way I would go too. Or use the login name which is a guaranteed piece of unique information on CTM:People. If you notice, there is no unique index on the email address, so there is no guarantee that email addresses will continue to be unique, even if right now they are. I have seen small to even organizations where a group of people share the same email address if they are customer facing, e.g. [email protected]<mailto:[email protected]> and do not have a specific individual email address. If that might be a potential case in your case, I would stick more with the Remedy Login ID, which although it doesn't have a Unique Index defined on CTM:People or the User form, there are filter checks to prevent the creation of a duplicate Remedy Login ID. There is no such workflow for email addresses. Joe ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Monday, April 08, 2013 3:49 PM To: [email protected]<mailto:[email protected]> Subject: Re: Setting the Customer*+ on Incidents through a web service That's what I thought, thanks. I will probably take a more robust look at that and add in the ability to search by username while I'm at it since that is also a unique value. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Jason Sent: Monday, April 08, 2013 2:47 PM To: [email protected]<mailto:[email protected]> Subject: Re: Setting the Customer*+ on Incidents through a web service ** There's no data configuration for it. Requires adding the Internet E-mail field to the web service input mapping and then updating the filter on the Interface Create form to use it when retrieving the customer information. Jason Bess From: "Pierson, Shawn" <[email protected]<mailto:[email protected]>> To: [email protected]<mailto:[email protected]> Sent: Monday, April 8, 2013 2:34 PM Subject: Setting the Customer*+ on Incidents through a web service ** Good afternoon, Perhaps this is just a limitation in my own thinking, but I have a few integrations using the HPD:IncidentInterface_Create form. Since the company is growing, we are running into issues where we have people with the same name but are different people under different operating companies, but the way the web service works it picks the first People record with a matching name. I have the user's email address and could probably obtain other information if necessary to make the name unique, but in looking at the BMC Remedy IT Service Management Integrations guide, I don't see where I can actually pass any of those fields. Based on the documentation, it looks like the only things you can match on are the Last_Name and First_Name, and then return the first result. How do those of you leveraging the web services or email templates get around this limitation, or is the documentation incorrect? I am on 7.6.4 but this issue has been around since before the upgrade. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here<http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot access hyperlink, please e-mail sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here<http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot access hyperlink, please e-mail sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ _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"
