My name is Anantha and I am workinfg for a reputed software organisation in India. I wanted to have some help on remedy from you.

We have a situation where one document management application has to communicate to Remedy(request help desk). It will submit a request to the helpdesk and after the request is resolved from remedy side, the application has to be informed that the request is closed.

TO do this I have used Remedy API and VB and I am able to insert somedata into a schema using remedy APIs. But when the status of the submitted request changes from assigined to closed ( which is essentially a change in the database field in remedy databse.), some intimation has to be given to the document management application(built in Livelink) so that it can proceed with its furthetr workflow.

This part of communication from remedy to a vb component is what I am stuck up at.

Can you please help me out with this.

I hope I am clear with the problem.

Thanks & Kind Regards
Ananth

Well, wouldn't you just have to write a program in whichever language you choose (VB, Perl, Visual C++, etc...) that can be called from within Remedy that accepts certain parameters? (ie, Ticket ID, Status, etc...) Then, have your new program make the necessary changes within your document management system. So, in reality, two separate programs... one that pushes information into Remedy using the Remedy API and another that accepts information (via parameters) from Remedy and pushes it into your document management system using its API...

Make sense?

Hi Anantha,

I need your help as I am new to remedy development and I need to write some perl scripts. I have not written any perl scripts so can u please suggest me if we write perl scripts how do u call those scripts from Remedy Application.

Thanks,
Rao

Rao,

I would suggest looking at the ARSPerl documentation at the ARSPerl homepage . It will give you a place to start. Also, there are several sample scripts included in the distribution that you can copy and paste from...

I hope that helps!

Hi,
we have a VB app that calls the ARS API to set the values.
problem comes when the field has single quote for example if the field name is 'Employee's ID' GetField method cannot recognize the field.
can somebody help me with this?
thanks

Hi Ananth..i m new to the remedy..i have to do the interfacing like the same u have done..i have to do interfacing between Remedy (help desk) and CRM application with almost same parameter passing(ticket id, status) can u tell me how to start. ur help will be really valuable.
thanks