Remedy Helpdesk System & XI integration

[Former Member]

Hi,

We do have a requirement of creating remedey helpdesk tickets for all the alerts in PI/XI.

I know how to configure XI alerts get alerts in AlertInbox or send email.

Does anybody have come across with the similar requirement of creating helpdesk tickets (Remedy) for alerts raised in PI?

Thanks

[Former Member]

Hey

Please have a look at the below thread

Remedy helpdesk is a non-SAP system and i would suggest you to get in touch with remedy people.

Thanx

Aamir

[Former Member]

I know its non SAP but i need to know how to integrate it with XI like which adapters. I did talk to remedy people they have no clue.

[Former Member]

oh no,you dont integrate it with XI via any adapters.

suppose you have configured alerts in XI,now whenever an error occurs a log will be generated,now this log will go to Remedy system,and then remedy will generate the helpdesk ticket.

its same as sending a e-mail to users in case of any errors.

only difference is that in case of remedy,you send alerts to users as well as the log file to remedy system.

no adapters are involved in it

Thanx

Aamir

[Former Member]

Hey,

They want a automated process for genration of helpdesk tickets for each alert raised in XI.

Thanx

[Former Member]

thats what even we have in our company,but i m not part of Remedy system:)

lemme get some info from them and update the thread.

Thanx

Aamir

[Former Member]

Hey Amir,

Can you please elaborate the log thing you mentioned , where its gernated & how it is sent to remedy system?

Thanks

Sachin

[Former Member]

Hi,

First u have to create the Alert catagory to trigger an Alert and after that u have to create the Alert rule in RWB

Check below links for details.

/people/michal.krawczyk2/blog/2005/09/09/xi-alerts--step-by-step

/people/michal.krawczyk2/blog/2005/09/09/xi-alerts--troubleshooting-guide

http://help.sap.com/saphelp_nw04/helpdata/en/49/cbfb40f17af66fe10000000a1550b0/frameset.htm

https://www.sdn.sap.com/irj/sdn/weblogs?blog=/pub/wlg/1457-&#61664 [original link is broken] [original link is broken] [original link is broken];Inbound proxy

http://help.sap.com/saphelp_nw04/helpdata/en/9f/1d1aaae6a54c2c9acf16c942113879/frameset.htm.

/people/federico.babelis2/blog/2006/05/03/solution-manager-cen-and-alerting-configuration-guide-for-dummies

http://help.sap.com/saphelp_nw04/helpdata/en/3b/a8413599b244b6a03ac9d2a3bdaf2f/frameset.htm

Regards,

Phani

Reward Points if Helpful

[Former Member]

Hi Pani,

I already know all that, Please read my question.

Thanks

Sachin