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Hello,

 

the integration with Remedy ARS / ITSM is always a very interesting task. The "orchestration" folks are usually not exposed to ARS / ITSM to the extend that they can help themselves and depend on an ITSM resource. To help the "orchestrator" within you handle this better, review these video's.

 

 

 

 

 

Once you have a handle on this, review "assignment" configuration, as this is most often overlooked and can prove to be a challenge for the orchestration. Assignment is a per company configured topic and therefore a bit challenging to explain. Each company has their own way of handling this and I suggest to get in touch with the ARS / ITSM admin to hash that out properly.

 

BTW, this is one of the building blocks for "Service Desk Automation"

 

Stay tuned 4 more ....

 

Regards, V.