On Mon, Mar 04, 2013 at 11:14:28PM +0000, Tony Arnold wrote: > Is there a plugin or has anyone done any work on integrating RT with > BMC Remedy? >
I don't think so. > Our investigations get sent to e-mail addresses that automatically > create tickets in Remedy. We get an automatic reply acknowledging the > request from Remedy, but it changes the subject line so the RT ticket > number is lost. > well, if the ticket number is lost, you have not so many solutions: - try to work on BMC Remedy so it keep the RT ticket number anywhere in the e-mail (may be in headers or body). Then write a scrip on RT side to find it and merge tickets or better hack a litle lib/RT/Interface/Email.pm to match it earlier so the reply goes directly to the right RT ticket. - create the ticket in Remedy, not using e-mail but with an RT scrip which talk to BMC Remedy webservice (google says that there is a SOAP interface and give examples on using it) > I have created a custom field so we can store the Remedy ticket number > of any incident in RT (this has to be done manually) and even added a > URL so when I click on the Remedy ticket number it takes me to a web > interface for Remedy and displays the ticket. > the right way to do this :) -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:[email protected] - http://www.easter-eggs.com -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
