Remedy intergration with the Siebel CRM
I need some recommends about Remedy intergration with
the Siebel CRM for my job ? Does anyone help me now ?
Thank for reply
I am very interested in talking to anyone about an Remedy intergration with
the Siebel CRM. We are in the process of trying to intergrate the two
products. I would like to find out how you accomplished this intergration,
what problems you encountered and any information you feel would help to
make this intergration go smooth. The Siebel CRM system is called LINX.
Just to give you an idea on what we are trying to do.
Creating a new ticket:
· Launch Remedy from within LINX to create the ticket
· Account data will be defaulted from LINX into the Remedy forms and
users will complete the forms from within Remedy
· High Level Trouble Ticket information (status, priority, work log,
etc.) will be returned to LINX from Remedy (this information will be read-
only within LINX).
Updating an existing ticket:
· To change a ticket, the Rep will navigate to the LINX Account Call
Tracking screen with the account in context, and find the appropriate
ticket. The ticket information displayed in LINX will be read only, so
modifications will need to be made directly in Remedy.
· The Rep will launch Remedy, and LINX will trigger a query in Remedy
for the ticket in context based on the Remedy Ticket Number.
· The Rep will then make any necessary changes in Remedy.
· LINX will be updated through the same process outlined for creating
a new ticket
Viewing an existing ticket:
· To view a ticket, the Rep will navigate to the LINX Account Call
Tracking screen with the account in context, and find the appropriate
ticket - If the Rep requires more detailed information than what is
displayed in LINX, they will launch Remedy, and LINX will trigger a query
in Remedy for the ticket in context based on the Remedy Ticket Number.