We are supporting both systems, ARS and OpenUpTime (OUT).
We have made several things with OUT that, I think, can help you in this job.
First at all, OUT is a very closed system, it is composed with about 200 database tables
and a lot of PL-SQL code (in Oracle) at server side and a PC or Unix application at client side.
If you need do something external to OUT you must do it at database level. For example,
we have made several Oracle views to do web reports (like the views ARS make for reporting)
and we have made something like a basic knowledge database via web. We have made too
some PL-SQL procedures to calculate some statistics for reporting.
To introduce new tickets in OUT, you can begin with insert a row in the request main table:
metrixp.request (metrixp is our OUT Oracle user, you could have another user),
but it is possible that it does not work, because we have made some direct database changes
and it was needed to modify more tables. In this case (when you need modify more than one table)
you can monitoring what OUT client does (at database level, a dba could help you) and do the same
inserts than OUT client does.
If you have the same database in OUT and ARS you can do a trigger in ARS database to insert
the ticket in OUT database but If you have NOT the same data base you have another additional
problem. In this case you could need to pass the ticket via a text file or do a little Visual Basic program.
If you need more information you can mail me.
I hope this help you,
Best regards,
Domingo del Moral
Ericsson Business Consulting Spain.
-----Original Message-----
From: Niamh Horan [mailto:eeinhon@EEI.ericsson.se]
Sent: Wednesday, July 14, 1999 12:14 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Integration between Remedy and OpenUpTime
Hi Listers,
I have received a request to integrate Remedy with another call-logging
system called OpenUpTime. Basically whenever a call is logged in Remedy
for a particular customer, it should also logged in the other system
OpenUpTime. Is anyone doing this already?
Thank you for any information you can give me on this,
Best Regards,
Niamh
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