[rt-users] Integrating RT with Remedy

[Emmanuel Lacour]

On Mon, Mar 04, 2013 at 11:14:28PM +0000, Tony Arnold wrote:
> Is there a plugin or has anyone done any work on integrating RT with
> BMC Remedy?
> 

I don't think so.


> 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.
> 

well, if the ticket number is lost, you have not so many solutions:

- try to work on BMC Remedy so it keep the RT ticket number anywhere in
  the e-mail (may be in headers or body). Then write a scrip on RT side
  to find it and merge tickets or better hack a litle
  lib/RT/Interface/Email.pm to match it earlier so the reply goes
  directly to the right RT ticket.
- create the ticket in Remedy, not using e-mail but with an RT scrip
  which talk to BMC Remedy webservice (google says that there is a SOAP
  interface and give examples on using it)

> 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.
> 

the right way to do this :)

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