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Topic Title: Integration with Remedy Action Request System (ARS)
Topic Summary: Looking for Integration between CS and ARS
Created On: 29-Apr-2005 13:11
Status: Read Only
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 29-Apr-2005 13:11
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Frank Havemann

Posts: 1
Joined: 27-Apr-2005

Hi,

does anyone have experience with the integration of Telelogic Change Synergy and a ticket system from Remedy called Action Request System (ARS)?

Regards

Frank

Edited: 29-Apr-2005 at 13:12 by Frank Havemann
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 16-May-2005 11:12
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David Yates

Posts: 1
Joined: 22-Dec-2004

Hi Frank ,

Yes, I've done this before. The implementation worked using the email submission and trigger notification methods and the smtp functionality of ARS. ARS was the 'parent' system where all calls were handled as first point of contact. If a call required a CS record raised the ARS operator had a 'Raise Synergy Record' button - this sent an smtp submission to CS. At each subsequnt transition in CS a trigger was used to send status updates via smtp to ARS. This updated the ARS record with various attributes including comments etc.

That was a while ago with an old version of CS. I would look at the Perl API with CS4.3 becuaes it offers more functionality directly into CS.

Regards,
David.
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