Amar,
Unfortunately your understanding is not correct. If you create a WS in Remedy with an Operation of Create, other systems, will be able to consume that WS to create tickets in Remedy. You said you want to create tickets in ServiceNow (SN), which means you have to go about looking for a WS hosted by SN that allows you to create tickets in SN. And then consume that WS using the Remedy Set Fields Filter using the option of WSDL to set fields. In Remedy you will receive a response from the SN WSDL with possibly the ticket ID or something like that depending on what that SN WSDL is designed to return on create. You could, probably do it the other way around too, that is publish a web service from Remedy, for SN to consume, to QUERY (and not create) a Remedy incident, and have some sort of a polling job from SN - the drawback to which would be, this would not be real time, which I am sure would not be your preferred option when you could have a real time option, at the same cost. Consuming SN's WSDL to create in SN, would be real time. Since you do not seem to have a good understanding of how this works, I would strongly suggest that you read the integration guide that talks about Web Service integration, that elaborates on both aspects - that of publishing as well as consuming. Cheers Joe _____ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Remedy consultant Sent: Monday, May 27, 2013 10:56 PM To: [email protected] Subject: Re: need help about integrating ITSM with Service now ** Hello All, Thank you for your reply and suggestion. As i am going to handle workflow changes from remedy side , so to create incident in service now from ITSM (remedy) ,i need to create web service in remedy and give it to Service now team to consume it . My web service should have opCreate operation.Correct me if my understanding is incorrect. Also let me know if any other things i needs to consider during implementation. My main task is to whenever incident gets created in ITSM and assign to specific group ,it must be transfered to Service now system. ---Amar On Sat, May 25, 2013 at 3:31 PM, Joe D'Souza <[email protected]> wrote: ** And I'm currently working with BizTalk as the middleware to talk to other apps which seems to be pretty versatile too - the only limitations that I have so far seen are mostly from Remedy with its shortcomings with reference to web services.. And yet some of those seem to be not so hard to circumvent using some quick and dirty methods. I am still on a PoC of these Q&D methods, but theoretically, it should work. Joe _____ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Carl Wilson Sent: Saturday, May 25, 2013 4:51 AM To: [email protected] Subject: Re: need help about integrating ITSM with Service now Hi, If you require integration to more than one vendor then I suggest looking into a reusable third party application. BMC Atrium Orchestrator has a Service Now Adapter and associated processes that can be utilised. This can then be reused as additional vendors require an interface. _____ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Remedy consultant Sent: May 24, 2013 4:55 AM To: [email protected] Subject: Re: need help about integrating ITSM with Service now ** Hello All, Thank you for your suggestions. As i said in my previous mail that We are trying to integrate ITSM with service now ,it means we would like to send incidents from ITSM to Service now system as there are few vendors who are using Service now as a ticketing tool. I have gone through the Service now wiki and i found that there are 2 plugin which needs to be installed .Plugin name are as follows : * Web Service Consumer Plugin (com.glide.web_service_consumer) * Web Service Application Plugin (com.glide.web_service_application) Does it means we need to install these two plugin on Remedy server ? Correct me if i am wrong. If answer is yes then could you please let me know how i can download these plugin ? ----Amar On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza <[email protected]> wrote: ** Amar, You have very loosely used the word integrate. Integrate could mean any number of things. So with that very abstract idea of what you need to get done, I would suggest the use of web services to do what you need to. While there are some limitations going that path (most of which are described in the web services section of the integration guide), it would be a path with least resistance, with a fairly quick turnaround, should you face no problems. To the best of my knowledge, ServiceNow is Web Service capable too, so it would be the ideal tool, given the lack of detailed information of what you need to get done. Joe _____ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Remedy consultant Sent: Wednesday, May 22, 2013 11:47 PM To: [email protected] Subject: need help about integrating ITSM with Service now ** Hello All, We are trying to integrate ITSM with service now (in which ITSM will create incidents tickets in service now) . could you please provide your inputs about what needs to be done from remedy side ? ---Amar _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
