Integration Question
Hey Listers, Has anyone ever done an integration using Bold360 as a chat agent? They apparently have an integration path with Salesforce and Zendesk but not Remedy. Just wondered if anyone had tinkered around with the product before. Thanks This email is subject to certain disclaimers, which may be reviewed via the following link. http://www.compass-usa.com/disclaimer/ -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: TelAlert Integration Question
Here's a stab. Changes are in green. Not every field translates exactly. Categorization data structure is different; Work Log now on it's own form. -- Chris Danaceau 301-903-8741 Contractor to the Department Of Energy From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lockwood, Teresa L Sent: Monday, October 10, 2011 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: TelAlert Integration Question ** Christie - Yes, I created a new filter and am able to send and acknowledge tickets using TelAlert. The remaining piece is to complete the reply_remedy.pl file with updated 7.64 field ids so that the ticket can actually be acknowledged. Here is a snippet of the file if anyone wants to take a stab at helping me to replace old to new fields ;) # ARS Field Id's $HD_CALLID=1; Incident Number (100161) $HD_STATUS=7; $HD_PROB_SUMMARY=8; Summary (10) $HD_PROB_DETAIL=24007; Notes (100151) $HD_CASE_TYPE=26130; Service Type (100099) $HD_SOURCE=26128; Reported Source (100215) $HD_WORK_LOG=24008; N/A - Now in a separate form $HD_URGENCY=24009; 100162 $HD_CATEGORY=20003; Categorization Tier 1 (100063) $HD_TYPE=20004; Categorization Tier 2 (100064) $HD_ITEM=20005; Categorization Tier 3 (100065) $HD_USERNAME=24001; First Name (100019) + Last Name (100018) $HD_USERPHONE=26128; Phone Number (100056) # # ARS Status Field Values $HD_STATUS_New=0; $HD_STATUS_ASSIGNED=1; $HD_STATUS_WIP=2; $HD_STATUS_PENDING=3; $HD_STATUS_RESOLVED=4; $HD_STATUS_CLOSED=5; $HD_STATUS_CANCELLED=6; # # ARS Priority Field Values $HD_PRIORITY_LOW=0; $HD_PRIORITY_MEDIUM=1; $HD_PRIORITY_HIGH=2; $HD_PRIORITY_URGENT=3; $HD_PRIORITY_CLEAR=4; $HD_PRIORITY_CRITICAL=0; $HD_PRIORITY_HIGH=1; $HD_PRIORITY_MEDIUM=2; $HD_PRIORITY_LOW=3; # # ARS Impact Field Values $HD_IMPACT_LOW=0; $HD_IMPACT_MEDIUM=1; $HD_IMPACT_HIGH=2; $HD_IMPACT_URGENT=3; $HD_IMPACT_EXTENSIVE=1000; $HD_IMPACT_SIGNIFICANT=2000; $HD_IMPACT_MODERATE=3000; $HD_IMPACT_MINOR=4000; # ~ Terri Lockwood IT Service Excellence/Operations Systems Management Sr. Administrator Tech Services IT 9512 Sunbeam Center Drive Jacksonville, FL 32257 Office - 904-886-7687 Fax - 904-886-7676 Cell - 904-424-1602 Email - tlockw...@adt.com Have you tried using IT Self-Servicehttp://jaxmidtier02.adt.com/arsys/servlet/ViewFormServlet?form=Remedy+Requester+-+New+Requestserver=sy01114.adt.comusername=ADTSelfServicepwd=rssmode=SubmitF24005=ADTSelfServiceF24001=ADT+Self+ServiceF2=ADTSelfService yet? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, October 10, 2011 10:43 AM To: arslist@ARSLIST.ORG Subject: Re: TelAlert Integration Question ** Did you look at the form called Config Pager Service Provider? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lockwood, Teresa L Sent: Friday, October 07, 2011 10:07 AM To: arslist@ARSLIST.ORG Subject: TelAlert Integration Question ** Upgrading to 7.64 and trying to complete the integration with TelAlert for our cell phone notifications. Been working with the TelAlert folks and all is done except to find the Filter which calls the Run Process for the integration. I've been told that it is out of the box functionality but I can't find it. Any help would be greatly appreciated. Terri ITSM 7.64 Both Remedy and TelAlert servers are Windows TelAlert 5.71 This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: TelAlert Integration Question
Did you look at the form called Config Pager Service Provider? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lockwood, Teresa L Sent: Friday, October 07, 2011 10:07 AM To: arslist@ARSLIST.ORG Subject: TelAlert Integration Question ** Upgrading to 7.64 and trying to complete the integration with TelAlert for our cell phone notifications. Been working with the TelAlert folks and all is done except to find the Filter which calls the Run Process for the integration. I've been told that it is out of the box functionality but I can't find it. Any help would be greatly appreciated. Terri ITSM 7.64 Both Remedy and TelAlert servers are Windows TelAlert 5.71 This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: TelAlert Integration Question
Christie - Yes, I created a new filter and am able to send and acknowledge tickets using TelAlert. The remaining piece is to complete the reply_remedy.pl file with updated 7.64 field ids so that the ticket can actually be acknowledged. Here is a snippet of the file if anyone wants to take a stab at helping me to replace old to new fields ;) # ARS Field Id's $HD_CALLID=1; $HD_STATUS=7; $HD_PROB_SUMMARY=8; $HD_PROB_DETAIL=24007; $HD_CASE_TYPE=26130; $HD_SOURCE=26128; $HD_WORK_LOG=24008; $HD_URGENCY=24009; $HD_CATEGORY=20003; $HD_TYPE=20004; $HD_ITEM=20005; $HD_USERNAME=24001; $HD_USERPHONE=26128; # # ARS Status Field Values $HD_STATUS_New=0; $HD_STATUS_ASSIGNED=1; $HD_STATUS_WIP=2; $HD_STATUS_PENDING=3; $HD_STATUS_RESOLVED=4; $HD_STATUS_CLOSED=5; # # ARS Priority Field Values $HD_PRIORITY_LOW=0; $HD_PRIORITY_MEDIUM=1; $HD_PRIORITY_HIGH=2; $HD_PRIORITY_URGENT=3; $HD_PRIORITY_CLEAR=4; # # ARS Impact Field Values $HD_IMPACT_LOW=0; $HD_IMPACT_MEDIUM=1; $HD_IMPACT_HIGH=2; $HD_IMPACT_URGENT=3; # ~ Terri Lockwood IT Service Excellence/Operations Systems Management Sr. Administrator Tech Services IT 9512 Sunbeam Center Drive Jacksonville, FL 32257 Office - 904-886-7687 Fax - 904-886-7676 Cell - 904-424-1602 Email - tlockw...@adt.com Have you tried using IT Self-Service http://jaxmidtier02.adt.com/arsys/servlet/ViewFormServlet?form=Remedy+R equester+-+New+Requestserver=sy01114.adt.comusername=ADTSelfServicepw d=rssmode=SubmitF24005=ADTSelfServiceF24001=ADT+Self+Service F2=ADTSelfService yet? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, October 10, 2011 10:43 AM To: arslist@ARSLIST.ORG Subject: Re: TelAlert Integration Question ** Did you look at the form called Config Pager Service Provider? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lockwood, Teresa L Sent: Friday, October 07, 2011 10:07 AM To: arslist@ARSLIST.ORG Subject: TelAlert Integration Question ** Upgrading to 7.64 and trying to complete the integration with TelAlert for our cell phone notifications. Been working with the TelAlert folks and all is done except to find the Filter which calls the Run Process for the integration. I've been told that it is out of the box functionality but I can't find it. Any help would be greatly appreciated. Terri ITSM 7.64 Both Remedy and TelAlert servers are Windows TelAlert 5.71 This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
TelAlert Integration Question
Upgrading to 7.64 and trying to complete the integration with TelAlert for our cell phone notifications. Been working with the TelAlert folks and all is done except to find the Filter which calls the Run Process for the integration. I've been told that it is out of the box functionality but I can't find it. Any help would be greatly appreciated. Terri ITSM 7.64 Both Remedy and TelAlert servers are Windows TelAlert 5.71 This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Integration Question
Greetings Listers, I have a general question on integrations. Has anyone done anything integrating LogMeIn Rescue with ITSM products like Help Desk? I am looking for any high level information on successes/challenges you may have had. Thank you! Randy Mckinnish Technical Systems Developer Compass Group The Americas Division DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM Integration Question
As it was explained by our sales rep, SRM is licensed by user under the old green 'a la carte' support model. There's no distinction between external and internal, you need only cover the number of licensed users. The complication arises if you allow guest user access; for that, he recommended moving to the blue 'enterprise' support model which is of course more expensive. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question Thank You Shawn We will need to check into that ourselves as well. Nice heads up. Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question We were looking at using SRM in a similar fashion for external users. However, you will want to have your contracts and legal groups look over the contract to make sure you are allowed to use it in that way. There were questions here over whether or not BMC allows you to use SRM for external customers, and it was determined by the experts in legal contracts at my company that we should err to the side of caution and not use SRM for external use. BMC may allow it, but since the document that was evaluated here didn't seem to indicate that it was ok, we decided not to use it for that. If you were going to use it as you describe, one thing to consider is how company-dependent it is. If you use multi-tenancy at all, it will create strict silos here. That may actually be a good thing, unless you want customers somehow figuring out how to access each other's data. For example, there may be some way to get customer data by setting up an on behalf of person for requests if you don't have it segregated by company. Other than that, since I haven't implemented in your scenario, I haven't thought about many of the gotchas. I do think the company question is the biggest one since you would want to segregate the data. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question Thank You Shawn, We are looking at using Remedy ITSM for a service desk for our customers. There are about 500,000 customers. Some customers are companies, some are individuals. The obvious way to bring the customer data into the Remedy ITSM is to store the companies in the company form, and the individuals in the people form. However, the individuals aren't associated with any company, so we have to resolve that, one way or another. We want to offer a Self Help portal, using SRM. The rate of SRs would average 2000 per day. At busy times, it could go up to 10,000. Has anyone seen a successful implementation of Remedy ITSM, on such as scale? If so, please share some of the gotchas you had to resolve, and maybe even some hints about how you went about it? Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question ** William, You may get more answers if you clarify your question. You didn't mention what you are integrating with, so I assume you meant to use the word implementation instead. Also, you don't list out what your concerns are, what types of forms you would build, how many peak users you expect, what type of approvals, etc. If you can provide more detail I'm sure someone on the list may be able to help. Personally, I've been working with SRM since last year, I'm in the process of upgrading to 7.6, but it is only used internally in I.T. right now for very limited functionality so I may not be able to provide much assistance. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 8:19 AM To: arslist@ARSLIST.ORG Subject: SRM Integration Question ** Hello Remedy Wizards, I really could use your wisdom on this one. Does anyone out there have experience in performing or know of someone that has performed an SRM 7.6.00 integration with more than 500,000 Users? Or, If you had to do this, how would you proceed? Respectfully, William Abdo _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e
Re: SRM Integration Question
Thanks Donald, That is good to know. I will need to do some more homework on the license levels. Respectfully, William Abdo Verio - Boca Raton Remedy Administration Group 561-912-2434 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Savant, don...@cio Sent: Monday, May 10, 2010 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question ** As it was explained by our sales rep, SRM is licensed by user under the old green ‘a la carte’ support model. There’s no distinction between external and internal, you need only cover the number of licensed users. The complication arises if you allow guest user access; for that, he recommended moving to the blue ‘enterprise’ support model which is of course more expensive. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question Thank You Shawn We will need to check into that ourselves as well. Nice heads up. Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question We were looking at using SRM in a similar fashion for external users. However, you will want to have your contracts and legal groups look over the contract to make sure you are allowed to use it in that way. There were questions here over whether or not BMC allows you to use SRM for external customers, and it was determined by the experts in legal contracts at my company that we should err to the side of caution and not use SRM for external use. BMC may allow it, but since the document that was evaluated here didn’t seem to indicate that it was ok, we decided not to use it for that. If you were going to use it as you describe, one thing to consider is how company-dependent it is. If you use multi-tenancy at all, it will create strict silos here. That may actually be a good thing, unless you want customers somehow figuring out how to access each other’s data. For example, there may be some way to get customer data by setting up an “on behalf of” person for requests if you don’t have it segregated by company. Other than that, since I haven’t implemented in your scenario, I haven’t thought about many of the gotchas. I do think the company question is the biggest one since you would want to segregate the data. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question Thank You Shawn, We are looking at using Remedy ITSM for a service desk for our customers. There are about 500,000 customers. Some customers are companies, some are individuals. The obvious way to bring the customer data into the Remedy ITSM is to store the companies in the company form, and the individuals in the people form. However, the individuals aren’t associated with any company, so we have to resolve that, one way or another. We want to offer a Self Help portal, using SRM. The rate of SRs would average 2000 per day. At busy times, it could go up to 10,000. Has anyone seen a successful implementation of Remedy ITSM, on such as scale? If so, please share some of the gotchas you had to resolve, and maybe even some hints about how you went about it? Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question ** William, You may get more answers if you clarify your question. You didn’t mention what you are integrating with, so I assume you meant to use the word “implementation” instead. Also, you don’t list out what your concerns are, what types of forms you would build, how many peak users you expect, what type of approvals, etc. If you can provide more detail I’m sure someone on the list may be able to help. Personally, I’ve been working with SRM since last year, I’m in the process of upgrading to 7.6, but it is only used internally in I.T. right now for very limited functionality so I may not be able to provide much assistance. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 8:19 AM To: arslist@ARSLIST.ORG Subject: SRM Integration Question ** Hello Remedy Wizards, I really could use your wisdom on this one. Does anyone out there have experience in performing or know of someone that has performed an SRM
SRM Integration Question
Hello Remedy Wizards, I really could use your wisdom on this one. Does anyone out there have experience in performing or know of someone that has performed an SRM 7.6.00 integration with more than 500,000 Users? Or, If you had to do this, how would you proceed? Respectfully, William Abdo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM Integration Question
William, You may get more answers if you clarify your question. You didn't mention what you are integrating with, so I assume you meant to use the word implementation instead. Also, you don't list out what your concerns are, what types of forms you would build, how many peak users you expect, what type of approvals, etc. If you can provide more detail I'm sure someone on the list may be able to help. Personally, I've been working with SRM since last year, I'm in the process of upgrading to 7.6, but it is only used internally in I.T. right now for very limited functionality so I may not be able to provide much assistance. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 8:19 AM To: arslist@ARSLIST.ORG Subject: SRM Integration Question ** Hello Remedy Wizards, I really could use your wisdom on this one. Does anyone out there have experience in performing or know of someone that has performed an SRM 7.6.00 integration with more than 500,000 Users? Or, If you had to do this, how would you proceed? Respectfully, William Abdo _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM Integration Question
Thank You Shawn, We are looking at using Remedy ITSM for a service desk for our customers. There are about 500,000 customers. Some customers are companies, some are individuals. The obvious way to bring the customer data into the Remedy ITSM is to store the companies in the company form, and the individuals in the people form. However, the individuals aren’t associated with any company, so we have to resolve that, one way or another. We want to offer a Self Help portal, using SRM. The rate of SRs would average 2000 per day. At busy times, it could go up to 10,000. Has anyone seen a successful implementation of Remedy ITSM, on such as scale? If so, please share some of the gotchas you had to resolve, and maybe even some hints about how you went about it? Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question ** William, You may get more answers if you clarify your question. You didn’t mention what you are integrating with, so I assume you meant to use the word “implementation” instead. Also, you don’t list out what your concerns are, what types of forms you would build, how many peak users you expect, what type of approvals, etc. If you can provide more detail I’m sure someone on the list may be able to help. Personally, I’ve been working with SRM since last year, I’m in the process of upgrading to 7.6, but it is only used internally in I.T. right now for very limited functionality so I may not be able to provide much assistance. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 8:19 AM To: arslist@ARSLIST.ORG Subject: SRM Integration Question ** Hello Remedy Wizards, I really could use your wisdom on this one. Does anyone out there have experience in performing or know of someone that has performed an SRM 7.6.00 integration with more than 500,000 Users? Or, If you had to do this, how would you proceed? Respectfully, William Abdo _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
Re: SRM Integration Question
We were looking at using SRM in a similar fashion for external users. However, you will want to have your contracts and legal groups look over the contract to make sure you are allowed to use it in that way. There were questions here over whether or not BMC allows you to use SRM for external customers, and it was determined by the experts in legal contracts at my company that we should err to the side of caution and not use SRM for external use. BMC may allow it, but since the document that was evaluated here didn’t seem to indicate that it was ok, we decided not to use it for that. If you were going to use it as you describe, one thing to consider is how company-dependent it is. If you use multi-tenancy at all, it will create strict silos here. That may actually be a good thing, unless you want customers somehow figuring out how to access each other’s data. For example, there may be some way to get customer data by setting up an “on behalf of” person for requests if you don’t have it segregated by company. Other than that, since I haven’t implemented in your scenario, I haven’t thought about many of the gotchas. I do think the company question is the biggest one since you would want to segregate the data. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question Thank You Shawn, We are looking at using Remedy ITSM for a service desk for our customers. There are about 500,000 customers. Some customers are companies, some are individuals. The obvious way to bring the customer data into the Remedy ITSM is to store the companies in the company form, and the individuals in the people form. However, the individuals aren’t associated with any company, so we have to resolve that, one way or another. We want to offer a Self Help portal, using SRM. The rate of SRs would average 2000 per day. At busy times, it could go up to 10,000. Has anyone seen a successful implementation of Remedy ITSM, on such as scale? If so, please share some of the gotchas you had to resolve, and maybe even some hints about how you went about it? Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question ** William, You may get more answers if you clarify your question. You didn’t mention what you are integrating with, so I assume you meant to use the word “implementation” instead. Also, you don’t list out what your concerns are, what types of forms you would build, how many peak users you expect, what type of approvals, etc. If you can provide more detail I’m sure someone on the list may be able to help. Personally, I’ve been working with SRM since last year, I’m in the process of upgrading to 7.6, but it is only used internally in I.T. right now for very limited functionality so I may not be able to provide much assistance. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 8:19 AM To: arslist@ARSLIST.ORG Subject: SRM Integration Question ** Hello Remedy Wizards, I really could use your wisdom on this one. Does anyone out there have experience in performing or know of someone that has performed an SRM 7.6.00 integration with more than 500,000 Users? Or, If you had to do this, how would you proceed? Respectfully, William Abdo _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender.
Re: SRM Integration Question
Thank You Shawn We will need to check into that ourselves as well. Nice heads up. Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question We were looking at using SRM in a similar fashion for external users. However, you will want to have your contracts and legal groups look over the contract to make sure you are allowed to use it in that way. There were questions here over whether or not BMC allows you to use SRM for external customers, and it was determined by the experts in legal contracts at my company that we should err to the side of caution and not use SRM for external use. BMC may allow it, but since the document that was evaluated here didn’t seem to indicate that it was ok, we decided not to use it for that. If you were going to use it as you describe, one thing to consider is how company-dependent it is. If you use multi-tenancy at all, it will create strict silos here. That may actually be a good thing, unless you want customers somehow figuring out how to access each other’s data. For example, there may be some way to get customer data by setting up an “on behalf of” person for requests if you don’t have it segregated by company. Other than that, since I haven’t implemented in your scenario, I haven’t thought about many of the gotchas. I do think the company question is the biggest one since you would want to segregate the data. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question Thank You Shawn, We are looking at using Remedy ITSM for a service desk for our customers. There are about 500,000 customers. Some customers are companies, some are individuals. The obvious way to bring the customer data into the Remedy ITSM is to store the companies in the company form, and the individuals in the people form. However, the individuals aren’t associated with any company, so we have to resolve that, one way or another. We want to offer a Self Help portal, using SRM. The rate of SRs would average 2000 per day. At busy times, it could go up to 10,000. Has anyone seen a successful implementation of Remedy ITSM, on such as scale? If so, please share some of the gotchas you had to resolve, and maybe even some hints about how you went about it? Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question ** William, You may get more answers if you clarify your question. You didn’t mention what you are integrating with, so I assume you meant to use the word “implementation” instead. Also, you don’t list out what your concerns are, what types of forms you would build, how many peak users you expect, what type of approvals, etc. If you can provide more detail I’m sure someone on the list may be able to help. Personally, I’ve been working with SRM since last year, I’m in the process of upgrading to 7.6, but it is only used internally in I.T. right now for very limited functionality so I may not be able to provide much assistance. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 8:19 AM To: arslist@ARSLIST.ORG Subject: SRM Integration Question ** Hello Remedy Wizards, I really could use your wisdom on this one. Does anyone out there have experience in performing or know of someone that has performed an SRM 7.6.00 integration with more than 500,000 Users? Or, If you had to do this, how would you proceed? Respectfully, William Abdo _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender.
SRM Integration Question
Hi All, Does anyone out there have experience in performing or know of someone that has performed and SRM integration with more than 500,000 Users? Hopefully not importing all the users? SRM 7.6.00 Respectfully, William Abdo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
C API integration question
Listers... My current project has a developer who is integrating AR Server/AR User 7.1 with an Aspect ACD/IVR via the C API and VB 6. We're using VB 6 to re-create the original screen pop app that we had - the previous caretakers of this system had misplaced the full source code but we had a skeleton that was nearly correct - time was short so the decision was made to stick with that architecture (Yes, we're already planning on replacing it, thanks :) Anywaywhat the design calls for is opening the IM Incident Management Console and populating fields with the incoming call data. Depending on the call type the agent then takes appropriate action. We are NOT trying to directly open a new Incident screen. The developer has run into several issues using the API calls LoadForm/OpenForm - both of them return errors indicating they are wanting to be opened in CREATE or QUERY mode with appropriate parameters for each mode. What he's really needs to do is open it in Dialog Mode and do a set fields. There are of course ways around it (opening a dummy Regular form and adding an entry, etc) but we've run into related issues there too - might be MS bugs, we're still checking. So - if anyone has done a C API integration that opens a Display Only window and sets a field - I'm REALLY interested in seeing your code for that piece so I can pass it along. Thanks in advance... William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Corporate Website, www.stratacominc.com http://www.stratacominc.com/ Blog, www.williamrentfrow.com http://www.williamrentfrow.com/ 715-410-8156 C ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: C API integration question
Hi William, if your application is running in the Windows User Tool, then I think you have to use the ARS Automation to control the user tool. ARS Automation can be used directly from VB. You will find further informations in the manual C API Reference 7.1, chapter 5, page 391. There is also an example included. To set a field in the current window use: Open a new form with function OpenForm() or check the active form with function GetActiveForm() Use function GetField() (or GetFieldByID()) - this returns an Object from class ICOMField Set a new value for this object Br, Norbert Am 02.11.2009 um 18:18 schrieb William Rentfrow: ** Listers... My current project has a developer who is integrating AR Server/AR User 7.1 with an Aspect ACD/IVR via the C API and VB 6. We're using VB 6 to re-create the original screen pop app that we had - the previous caretakers of this system had misplaced the full source code but we had a skeleton that was nearly correct - time was short so the decision was made to stick with that architecture (Yes, we're already planning on replacing it, thanks :) Anywaywhat the design calls for is opening the IM Incident Management Console and populating fields with the incoming call data. Depending on the call type the agent then takes appropriate action. We are NOT trying to directly open a new Incident screen. The developer has run into several issues using the API calls LoadForm/OpenForm - both of them return errors indicating they are wanting to be opened in CREATE or QUERY mode with appropriate parameters for each mode. What he's really needs to do is open it in Dialog Mode and do a set fields. There are of course ways around it (opening a dummy Regular form and adding an entry, etc) but we've run into related issues there too - might be MS bugs, we're still checking. So - if anyone has done a C API integration that opens a Display Only window and sets a field - I'm REALLY interested in seeing your code for that piece so I can pass it along. Thanks in advance... William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Corporate Website, www.stratacominc.com Blog, www.williamrentfrow.com 715-410-8156 C _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Remedy / Blackberry / Aeroprise integration question
Hi All I worked with Aeroprise a few years back and I remember selecting the fields I wanted to be displayed. What I don't remember is... if and how character menu data associated to the selected fields got ported over. Questions 1/. Can character menu data be ported/included on fields that have menus? 2/. If character menus can be ported, how would it work for the CTI field menus because the values of one field (Type), is related to the previous menu value (Category) selected. Thank... dave ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
