Integrating RT with Remedy

RT Users
1

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?

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@manchester.ac.uk

2

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 :slight_smile:

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3

Tony,

We had a supplier that used a remedy system for ticketing and we got our
RT and their remedy to interact with both maintaining the ticket numbers
of both systems.
Unfortunately I can 't help you of what was done in remedy , but certainly
their system maintained the [#RT ticket number] in the subject line (so
it can be done).
On the RT end , you should able to automate populating your remedy ticket
number CF via scrips. Depending on how the remedy system is configured,
but you can either grab it from the subject line or from the mail headers.

Regards;
RoyOn Mon, 04 Mar 2013 23:14:28 -0000, Tony Arnold tony.arnold@manchester.ac.uk wrote:

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?

Regards,
Tony.

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