Rolling out the Remedy for syncing ticket data

Seamless is being used to sync tickets between Remedy and ManageEngine

Recursyv have recently deployed Seamless to integrate between two industry leading ticketing systems: BMC Remedy and ManageEngine.

Remedy / ManageEngine

Our client is an IT Support organisation who use Remedy as their primary helpdesk management tool. In turn, one of their clients uses ManageEngine for their own internal helpdesk. The ManageEngine helpdesk needs visibility of select tickets raised within Remedy so that the onsite team can provide feedback to their user community as those tickets progress.

A sea of complexity

The integration presented a number of new challenges for the Seamless service. It was great to see how our underlying engineering was able to help us address these without requiring updates to the core Seamless service. Instead of talking the talk, it was time to walk the walk.

  • One of the APIs was taking too long to respond to a data request (in excess of 20 minutes/request). This resulted in the Seamless service timing out while waiting for the data. Upon further investigation, we learnt that we could change the API request to retrieve data in a flat structure. In turn, this allowed us to use a Seamless plugin to re-normalise the data. This was a real validation of the plugin architecture and the power of putting processing at the point of need.
  • Neither system sits on the Microsoft stack and yet we’re still able to use Azure as our underlying platform to enable the Digital Transformation for both organisations. Additionally, both systems are on-premise implementations, we’re using Seamless to enable a ground <-> cloud <-> ground hybrid architecture.
  • The Remedy API is SOAP based. The ManageEngine API is RESTful. Seamless’ service bus architecture effectively decouples the integration into separate pieces meaning that connecting a SOAP API to a RESTful API was not a challenge at all.


When is an error not an error?

There is a complex matrix of products and product mappings between the two systems and only tickets which meet certain criteria within this matrix will be accepted by ManageEngine. Tickets which are in the resolver groups for syncing but don’t meet the product mapping criteria need to be identified and updated.

Seamless has the ability to separate errors by type. Tickets which ManageEngine does not accept on the basis of product mapping are identified as “data errors” and forwarded directly to a team at our client. From here, they can be assessed and have the product data corrected (or possibly raise the prospect of adding to the product mapping). Once the product data is corrected, Seamless identifies the ticket as having been updated within Remedy and will attempt to sync it to ManageEngine again.

Recursyv Seamless

Recursyv is focused on making application integration easy to setup and easy to operate. Recursyv’s first integration went live in early 2017 and, since then, a growing number of companies are relying on Recursyv’s Seamless integration solution to keep applications in sync.

Seamless is an application integration service that makes it easy to connect different software applications. New integrations can be quickly setup using Recursyv’s growing library of application connectors. Foundation connectors (SOAP, RESTful) are available to integrate with bespoke applications, either in the cloud or on-premise.

Seamless is provided as a managed service operated by Recursyv. The subscription fee covers access to all Recursyv connectors, initial configuration, pro-active monitoring, the ability to make reasonable configuration changes and support.