[rt-users] Integrating RT with Remedy

Tony Arnold tony.arnold at manchester.ac.uk
Mon Mar 4 18:14:28 EST 2013

Is there a plugin or has anyone done any work on integrating RT 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 RT ticket
number is lost.

I have created a custom field so we can store the Remedy ticket number
of any incident in RT (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 RT, look it up and find the corresponding RT ticket and
merge the two together.

Any suggestions?

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

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