After considering other options such as building the integration internally, PointPath was the best solution for Pitney Bowes because it delivered all of their essential Service Desk needs in a single solution. PointPath, having a foundation in both Remedy and SharePoint, made the decision clear.
PointPath provided two main integrations for Pitney Bowes.
The first was the development of a SharePoint list for Remedy incidents. This list presents information from outside of SharePoint as a SharePoint list. The information can be manipulated and reviewed using the same functionality as a regular SharePoint list. The list was tailored to only provide targeted incidents for the engineering groups that were participating to provide “All Open Engineering Incidents” and “Engineering Incidents from the last 90 days.” Users were also given personalized lists for “My Open Incidents” and “My Assigned Incidents.”
The second integration provided the ability to enter new incidents from within SharePoint. This was done using the SharePoint Business Connectivity Services (BCS) and a custom Remedy mid-tier web service. Users were provided a way to enter incidents by selecting the Incident Type and their issue within a standard SharePoint list form and their selection drove the assignment of the operational categories and group assignments within Remedy.
This simplified the process by reducing the list of operational categories presented to the engineers and allowed them to immediately assign the incident to the group that was responsible for delivering the service. The incident was immediately created in Remedy and available to both the Remedy service users and the submitter through their SharePoint views.