4 Replies Latest reply: Jan 25, 2012 4:20 PM by kathryn.m.schenck@bausch.com RSS

Integrating Remedyforce with Remedy

kathryn.m.schenck@bausch.com
kathryn.m.schenck@bausch.com Jan 23, 2012 2:19 PM

My company is implementing Remedyforce, replacing a mix of older ITSM applications.

 

One of our third-party IT support providers uses the full Remedy solution, installed locally.  They have been using a mix of email and FTP processes to integrate their Remedy ITSM with our existing ITSM (so our IT and non-IT users can send them tickets and review ticket status, etc.).  They support a large, global application, so they see a significant ticket volume.

 

We do not have a human Help Desk - everything is self-service, with the exception of a few specific emergency types.

 

I have reviewed the help material that ships with Remedyforce, but do not see any mention of how we might integrate it into, or establish an interface beween it and, our provider's Remedy ITSM.

 

Can anyone point me in the right direction?

  • 1. Integrating Remedyforce with Remedy
    Steve Hanson
    Steve Hanson Jan 25, 2012 3:41 PM (in response to kathryn.m.schenck@bausch.com)

    Kathy, if you're used to doing that communication/transfer now using web services and email conversation, that can be done in Remedyforce as well.  Using APIs / web services, one can write (if you have force.com platform skillset) some simple APEX class triggers to do that communication.  You may want to enlist the help of one of our onboarding partners for Remedyforce to assist in this effort.

     

    The process is straightforward, and since Remedyforce shares the same Common Data Model as Remedy on-premise and the Atrium CMDB, should be relatively smooth to achieve the same functionality.

  • 2. Integrating Remedyforce with Remedy
    kathryn.m.schenck@bausch.com
    kathryn.m.schenck@bausch.com Jan 25, 2012 4:12 PM (in response to Steve Hanson)

    Today, if users or processes assign service calls or incidents to certain workgroups (queues), our ITSM sends an email with the contents of each service call/incident to a particular address.  The integration code parses the email for certain fields and uses them to populate an HTML file, which is then sent to the service provider's Remedy on-premise system.

     

    When the service provider completes the requested work, they send an HTML file back to us.  The integration code translates that file into a format our ITSM recognizes and then FTPs it to the ITSM.

     

    The person who maintains the integration code would prefer not to have to continue this parsing process and would rather just receive a file (even as an email attachment) that can then (be tweaked as needed, and) sent to the service provider.

     

    We could trigger the process by assignment to queue(s), or by selection of categories - anything that allows us to differentiate between calls that should route out to the service provider, and calls we handle in-house.

     

    Based on what you're saying, it sounds like it's not unlikely we can accomplish this.  Now that I've given more detail, do you still agree?  We do have force.com platform skills in-house, and are working with an onboarding partner currently, but I was directed here for more information.

  • 3. Integrating Remedyforce with Remedy
    Steve Hanson
    Steve Hanson Jan 25, 2012 4:18 PM (in response to kathryn.m.schenck@bausch.com)

    Yup, doable.  Again, because of the sharing of the common data model, you should be able to pass all that info without the parsing, or separate docs for that matter -- depends on the triggers and your process and how you want to set it up.  You can trigger in any number of ways, including the ones you mentioned.

  • 4. Integrating Remedyforce with Remedy
    kathryn.m.schenck@bausch.com
    kathryn.m.schenck@bausch.com Jan 25, 2012 4:20 PM (in response to Steve Hanson)

    Thanks much, Steve - that's great news.