[Rtir] Integrating RTIR with Remedy

[Tony Arnold]

Is there a plugin or has anyone done any work on integrating RTIR with
BMC Remedy?

Our investigations get sent to e-mail addresses that automatically
create tickets in Remedy. We get an automatic reply acknowledging the
request from Remedy, but it changes the subject line so the RTIR ticket
number is lost.

I have created a custom field so we can store the Remedy ticket number
of any incident in RTIR (this has to be done manually) and even added a
URL so when I click on the Remedy ticket number it takes me to a web
interface for Remedy and displays the ticket.

I'd like to be able to detect the remedy ticket number in an incoming
message to RTIR, look it up and find the corresponding RTIR ticket and
merge the two together.

Any suggestions?

Regards,
Tony.
-- 
Tony Arnold,                        Tel: +44 (0) 161 275 6093
Head of IT Security,                Fax: +44 (0) 705 344 3082
University of Manchester,           Mob: +44 (0) 773 330 0039
Manchester M13 9PL.                 Email: tony.arnold at manchester.ac.uk