We have a requirement from Customer. They want to Integrate Remedy with CA SDM.
Whenever a ticket got created/updated in remedy, it has to automatically update in CA SDM.
Please guide me how can i do this?
My opinion for this is to create a webservices integration...
Hi Madhavi B,
There are a few options for this. There is a third party tool called "X-Matters" which natively integrates with SDM, and it acts as an interface between multiple applications. Several customers have used it to manage an integration between SDM and Remedy in the past. The question is whether you want 2-way communication, or are ok with 1-way communication. Meaning this... when you say "Whenever a ticket got created/updated in remedy, it has to automatically update in CA SDM" are you saying that the need is only to have remedy feeding information to SDM? OR is it that if the tickets get updated in SDM you also want them updated in Remedy? If its the first option, then you would simply use a web services interface to create or update tickets in SDM. If its the second option, you would want to use something like X-Matters to drive the outgoing updates from SDM into Remedy.
Hope this helps,
I don't have much idea on web services .Can you give me some idea on web services integration?
I don't believe it's simple to provide details on how to create a web services application to integrate the two products. Firstly you'd need to consider how this application receives data from Remedy and Service Desk. I don't know the details of Remedy, but is there anything existing in it that has the ability to launch a web service call? From the Service Desk side you could potentially trigger a web service call via a notification and using "launchit" to call a bat file or executable. Then you actually have to create an application that has the ability to consume the data from both sources and knows how to correlate them together (as the data in both applications is stored differently). It is possible to accomplish this, I've seen it before, but it is going to be a lot more complex than a few lines of code.
Thank you so much for your guidance.
Just for an idea, I have one question. How do we trigger a web service call via notification?
Hi madhavi.b - Did any of the responses help answer your question? If so please mark as Correct Answer. Thanks!
From the ServiceDesk side, you can create a new notification method. The new notification method can call a .bat via lanchit to call the Remedy webservice.
Exactly as Brian said. There some more info here:
Create a Notification Method - CA Service Management - 14.1 - CA Technologies Documentation
If we create a new notification method, do we get any issues with existing notification methods??
I mean, is there any limitation like at a time only one notification method has to work?
Different Notification Methods can be made to coexist by setting up different 'dummy' contacts or by specifying different notification methods for different priorities in a single contact. But as I read your original question, you want to trigger updates from Remedy rather than from Service Desk Manager? In that case a notification method isn't going to help, as that only applies to an update within Service Desk Manager.
The Integration Green Book on http://support.ca.com outlines the supported interfaces. You have the 'usual suspects' available to you, and the choice really comes down to how rich is the data you want to exchange, whether you need two-way updates, and how rigorously you want to be able to handle errors (and how much effort you are willing to invest).
A web services interface (either REST or SOAP) gives you complete access to all fields of the ticket and to its linked objects, and full control over error handling. Refer to the Technical Reference Manual for details of the web services functions, and study the sample SOAP and REST applications in your 'samples' folder. However, there is some effort involved in setting that up.
The 'maileater' facility or the Text API function gives you more limited access to fields and limited ability to detect and handle errors. It should be relatively easy to configure maileater to raise a new SDM ticket if Remedy can be persuaded to send a formatted email to Service Desk when Remedy raises a new ticket. However, Remedy won't "know" what the SDM ticket number is, so it will be difficult to get Remedy to send an update email that maileater can process: you would have to deal with updates by some other programmatic means. So, a one-way, one-shot interface can be set up quite quickly using maileater, but more sophistication will require more effort.
I believe that CA Global Delivery did at one time offer a two-way Remedy interface as an add-on (at a price, of course) - it might be worth approaching your CA rep to see if that is still available.
Hope that's useful...
Hi madhavi.b - Did camja06's response help answer your question? If so please mark as Correct Answer. Thanks!
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