Linking Remedy and RT3

Hi.

Parts of our company use Remedy and our branch uses RT3 as issue-trackers.
Now I have to check if a linking between Remedy and one or mor
RT3-Queues ist possible.
Perhaps via Mail like a mail-link between 2 Queues on different RT3
Installations.

Has someone done this before or any hints?

With kind regards,
Holger Baust

holger.baust@freenet.ag
Tel.: +49 (0) 211 53087 519
Fax: +49 (0) 211 5381573
Mobil: +49 (0) 170 4930127

freenet Datenkommunikations GmbH
Ein Unternehmen der freenet AG
Willstaetterstraße 13
D-40549 Duesseldorf



www.freenet.ag

Geschaeftsfuehrung: Stephan Esch, Nicolas Tetau
Sitz: Hamburg, Amtsgericht Hamburg HRB 88147

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Horst,

We do something like that. We have a production job scheduler that runs day
and night. When a job abends or ends in error, we have it send an email to a
specific Queue, but different Queues for different sets of job. Each job has
an email address where it can send emails. That way, a GL job that abends
goes to the GL Queue and an AP job that abends goes to the AP Queue.

Then, we set up a user in RT to be the “From” Email address of the job
scheduler and give it rights to access the system. We set up those Queues to
allow all privileged to “CreateTickets”, all other privileges are per
group/role. Viola’, we have have an email ticket for every job that abends
and RT sends notification tickets to the people responsible for tickets in
those Queues.

You might be able to do the same kind of thing with Remedy.

Hope this helps.

Kenn
LBNLOn Wed, Aug 17, 2011 at 8:19 AM, Holger Baust holger.baust@freenet.agwrote:

Hi.

Parts of our company use Remedy and our branch uses RT3 as issue-trackers.
Now I have to check if a linking between Remedy and one or mor
RT3-Queues ist possible.
Perhaps via Mail like a mail-link between 2 Queues on different RT3
Installations.

Has someone done this before or any hints?

With kind regards,
Holger Baust


holger.baust@freenet.ag
Tel.: +49 (0) 211 53087 519
Fax: +49 (0) 211 5381573
Mobil: +49 (0) 170 4930127

freenet Datenkommunikations GmbH
Ein Unternehmen der freenet AG
Willstaetterstraße 13
D-40549 Duesseldorf

www.freenet.de
www.mobilcom.de
www.freenet.ag

Geschaeftsfuehrung: Stephan Esch, Nicolas Tetau
Sitz: Hamburg, Amtsgericht Hamburg HRB 88147


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  • Holger Baust:

Parts of our company use Remedy and our branch uses RT3 as issue-trackers.
Now I have to check if a linking between Remedy and one or mor
RT3-Queues ist possible.

We link some of our RT tickets with trouble ticket systems at other
organizations by using a ticket-specific email addresses and adopting
the subject of any auto-response (for which you need ticket-specific
addresses because some ticketing systems completely replace the incoming
subject line). We also changed RT’s mail behavior to more closely match
that of a regular mail client (no more Reply-To:, no automatic resending
of all incoming replies). In general, this is sufficient to create
foreign tickets which are linked to RT tickets on our side.

Anything more elaborate (such as automatic mirroring of queue contents)
will be quite difficult, I fear.

Florian Weimer fweimer@bfk.de
BFK edv-consulting GmbH http://www.bfk.de/
Kriegsstraße 100 tel: +49-721-96201-1
D-76133 Karlsruhe fax: +49-721-96201-99