Clarity

Good Day Community,

We currently have a project where we want to share data (real-time) between CA PPM and Cherwell Service Management.  We realize that we will use XOG and GEL to accomplish this. 

The intent is to have users enter requests through Cherwell (our ticketing/change management system) and have those requests entered into CA PPM as Ideas.  This would be followed by a real-time transfer of information (IDEA #, and any subsequent notes) being transferred back to Cherwell.

I am one of a team of three looking into this project.  None of us has any real-world experience with XOG/GEL or potential WSDL components associated with CA PPM. 

Are questions are: 

1) Has anyone in the community done this with Cherwell specifically?  If you have, would you be willing to share your methods, successes and the pitfalls you found? 

2) Have you done similar efforts with solutions other than Cherwell?  Would you also be willing to share?

Thank you in advance.

Michael Tognetti.

To accomplish you would need some way for the Cherwell Service Management (CMS) to trigger an event on the create of an user enter request  that needs to go to CA PPM. 

A quick review of Cherwell Service Management provides both a web services (CWS) API along with a Trebuchet API which gives you access to the entire functionality of the CSM platform.  That said, I would assume it would be fairly easy to either add an event to the request action or just run a timer to check for new request that meet the requirement for shipping off to PPM.

The interface would use the CA PPM Object web service to create the idea.  I would suggest adding an attribute to the Idea object that provide map value to link the CMS request to the PPM Idea as the Object web service does return any information about a newly created object in CA PPM.

With this map attribute, you then use the CA PPM Query web service to pull any information off the Idea.  You will create a NSQL to pull any information from the Idea that you need for updating CMS.

So if you are looking to pull updated information from CA PPPM, you will need to include the updated attribute on the CA PPM Idea object and have somewhere either in the interface or in CMS to determine if the CA PPM Idea object has been updated since the last time the CMS request was update by the interface.

Since CMS is base on .NET and you might need to use the Trebuchet API, I would suggest building this interface in C# which would give you access to all the API that you might need going forward.

Just a quick looksee,

Gene

Reading a little about One-Step Actions and  Call a Web Service, you probably could broker web service to handle the events assuming that One-Step Actions are available on user requests.

The broker web service would expose a method for the One-Step Action to create the CA PPM Idea object and returning the Idea code for the newly created Idea which could be store on the request.

The broker web service would expose a method that the CA PPM process engine would use to update the request on Idea create or Idea update.

This approach would provide you the closest to near real time.

V/r,

Gene