Event Relay for Remedy HelpDesk
I would like to ask about product called Symantec Relay for Remedy HelpDesk.
Currently it's integrated with SSIM appliance but documentation for it is a little bit old. An Integration Guide (from instllation CD) and also an Introduction document which is available on Symantec's website were released in 2004 and help files for SSIM 4.5 contain more information about installation and configuration on SSIM 4.0.
I am wondering whether Symantec is planning to release new version of Event Relay for Remedy HelpDesk? Maybe in next SSIM release?
Is this helpdesk adapter fully compatible with SSIM 4.5 (including service pack and all hotfixes)?
I'm testing this relay right now and I have problems with bi-directional communication between SSIM and Remedy Server. So far, I can create Remedy Ticket but there is no synchronization between both servers. When I update content of the ticket on Remedy Server, SSIM receives events which inform about these updates but content of the SSIM's ticket remains unchanged. Ticket changes on SSIM side also aren't propagated to the Remedy Server.
Maybe someone has similar problem and/or can suggest solution or workaround for that issue.
Message Edited by antilles on 06-27-200701:15 AM