Remedy Integration

You can integrate Waveset with a Remedy server, enabling it to send Remedy tickets according to a specified template.

Set up Remedy integration in two areas of the Administrator interface:

• Remedy server settings. Set up Remedy configuration by creating a Remedy resource from the Resources area. (See Managing the Resources List.) After setting up the resource, test the connection to ensure integration is enabled.

• Remedy template. After setting up the Remedy resource, define a Remedy template. To do this, open the Administrator interface, click the Configure tab, then click Remedy Integration. You will then select the Remedy schema and resource.

Creation of Remedy tickets is configured through Waveset workflow. Depending on your preferences, a call can be made at an appropriate time that uses the defined template to open a Remedy ticket. For more information about configuring workflows, see Chapter 1, Workflow, in Oracle Waveset 8.1.1 Deployment Reference.