I thought you all had Remedy Knowledge Management in place. It has an OOTB integration into PBM and IM (installed by hand, however), and it delivers RightAnswers content directly into the Incident or Problem as links to articles. RKM 7.1.01.001 finally gets the RightAnswers KPak content indexing mostly right. We have been testing the Incident side so far, but not Problem - it's just installed and available.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Bill Hoffmeier > Sent: Thursday, November 15, 2007 12:40 PM > To: [email protected] > Subject: Re: Integration Right Answers with Solutions Database > > This is a repost of an earlier post. I'm resending it > because I didn't receive a confirmation from the list. > > Hello again, > > I seem to be full of apologies today. I'm back, but this time with > specific questions! I apologize to the list for thinking > out loud in my earlier post. > > My questions: > > Are you using the solutions database, i.e., the form > displayed from the "Create and Edit Solution" button on the > resolution tab? > Is it necessary to use it, if there is a third party > knowledge base available? > Does not using the solutions database form, have any workflow > repercussions? > > Thank you, > Bill > > > ----- Original Message ----- > > From: "Bill Hoffmeier" <[EMAIL PROTECTED]> > > To: <[email protected]> > > Sent: Thursday, November 15, 2007 8:00 AM > > Subject: Re: Integration Right Answers with Solutions Database > > > > > >> Axton, > >> > >> > >> > >> Thanks for your reply. My actual requirements are > limited. I need > >> to provide a link to search Right Answers for a solution > that matches > >> the existing incident record, and provide a link on the > Right Answers > >> solution page to create a service request, if the provided > solutions > >> don't help. I know how to satisfy these requirements, but > they are > >> giving me heartburn in terms of how this particular solution > >> integrates with the Solution Database within Problem > Management. In > >> other words, my requirements sound insufficient to me. > >> > >> > >> > >> It seems to me that we have to populate either the > Solution Database > >> OR Right Answers with a subset of knowledge entries for a complete > >> integration. Asking the analyst to populate two forms to enter a > >> knowledge item is wrong at face value. What I'm wondering > is this: > >> what is the "best practice" for utilizing the two databases? I'm > >> also wondering how ONLY using the Right Answers solutions > impacts the > >> Problem Management. Relying solely only on Right Answers sounds > >> problematic to me. For instance, how would the analyst discover > >> known errors? Again, I think integration is required. I > just can't > >> seem to get my head around the best architecture to allow each > >> application to perform as expected and limit the number of > customizations to ITSM. > >> > >> > >> > >> HTH, > >> > >> Bill > >> > >> > >> ----- Original Message ----- > >> From: "Axton" <[EMAIL PROTECTED]> > >> Newsgroups: public.remedy.arsystem.general > >> To: <[email protected]> > >> Sent: Thursday, November 15, 2007 7:11 AM > >> Subject: Re: Integration Right Answers with Solution > >> > >> > >>>I am working on this right now. Just finishing an > integration from > >>>the self service portal. For integrations from aruser to right > >>>answers, they have an activex control that uses the com > automation as > >>>the integration method on the client side to pass data around. > >>> > >>> If you can provide some additional details about what you wish to > >>> accomplish with your integration, I can provide some better > >>> information on what method to use to best meet your requirements. > >>> > >>> Axton Grams > >>> > >>> On 11/15/07, Bill Hoffmeier <[EMAIL PROTECTED]> wrote: > >>>> ** > >>>> > >>>> > >>>> > >>>> Hello, > >>>> > >>>> > >>>> > >>>> I'm hoping someone has done an integration between the solution > >>>> database within Problem Management module of the ITSM > suite and the > >>>> Right Answers knowledge base. I'm interested in hearing > about all > >>>> types of integrations, including but not limited to database to > >>>> database solutions. Anyone? > >>>> > >>>> > >>>> > >>>> Bill > >>>> > >>>> Lockheed Martin > >>>> > >>>> Altadena, Ca __20060125_______________________This posting was > >>>> submitted with HTML in it___ > >>> > >>> > ____________________________________________________________________ > >>> ___________ UNSUBSCRIBE or access ARSlist Archives at > >>> www.arslist.org Platinum Sponsor: www.rmsportal.com > ARSlist: "Where > >>> the Answers Are" > >>> > >> > > > > ______________________________________________________________ > _________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
