Welcome to Experts Exchange

Add your voice to the tech community where 5M+ people, just like you, are talking about what matters.

  • Help others & share knowledge
  • Earn cash & points
  • Learn & ask questions
Solved

Can MOSS 2007 connect to external application (HEAT)?

Posted on 2010-08-16
3
567 Views
Last Modified: 2012-05-10
We use the HEAT Service & Support (FrontRange Solutions) application for our Help Desk ticketing system.

There is a need to integrate this with our SharePoint Intranet.

Use case: When a ticket is closed, and an e-mail is sent to the Customer, we want the customer to follow a link to a a SharePoint survey where the Customer's name will dynamically populate his Name, Email, Ticket#, etc.

Can this be done? What are the considerations, and approaches?
0
Comment
Question by:sandshakimi
3 Comments
 
LVL 43

Accepted Solution

by:
zephyr_hex (Megan) earned 250 total points
ID: 33449442
not out of the box.  you'd have to code a custom solution if you wanted this level of integration.

there will be work to do with your application ... a mechanism for it to trigger the process to start (upon ticket close, trigger)

on the survey side of things, you may want to consider Infopath (which can store data in a SQL db, and then expose that data to sharepoint via DVWP, or, store directly in a sharepoint list).

either infopath or a sharepoint survey should be able to populate a field with a value passed in via the url.

there are many other things you'll need to consider, such as security, how to expose your survey to the customer (who is not inside your network), how to build your url, etc.


0
 
LVL 6

Assisted Solution

by:vikas413
vikas413 earned 250 total points
ID: 33452668
am suggesting simpler way to use MOSS web services. do following

1. create extension to your app which do following
    on completion of ticket, create new item in task list of SharePoint site using MOSS web service called lists.asmx (http://dotnetdreamer.com/2009/06/04/moss-web-services-accessing-sharepoint-list-data/),  (here you can fill all required details which can be used while survey.)

2. on SharePoint side do following.
    when new task is crated in list, start a workflow(out of box/code) which in turn send URL of ask or survey item to customer, or create specific list where you can have questions like survey and send that link to that customer.

of course as Zephyer had told .. you need to consider security and authentication configuration for MOSS.

hope this will help.

Vikas Patel.
0
 

Author Comment

by:sandshakimi
ID: 33464438
These Customers are also Users of our SharePoint Intranet. (so they already have an account within SharePoint)
So I do forsee that when they follow the link to the SP Survey from the e-mail, they will first have to login.
But how do I access HEAT's database from SharePoint? (perhaps check their API?) Isn't there a Web Part to do this?
0

Featured Post

PRTG Network Monitor: Intuitive Network Monitoring

Network Monitoring is essential to ensure that computer systems and network devices are running. Use PRTG to monitor LANs, servers, websites, applications and devices, bandwidth, virtual environments, remote systems, IoT, and many more. PRTG is easy to set up & use.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

The Scenario: Let’s say you have a quote worksheet in Excel that you use to work up sales figures and such for your clients. You utilize SharePoint to manage and keep track of these documents. You would like values from your worksheet to populate Sh…
Summary In SharePoint 2010 it is easy to create custom color themes to jazz up a site. Theme colors can also be created in PowerPoint 2010 with a few clicks. But how do the chosen colors actually look in the SharePoint site? The attached PowerPoint…
Email security requires an ever evolving service that stays up to date with counter-evolving threats. The Email Laundry perform Research and Development to ensure their email security service evolves faster than cyber criminals. We apply our Threat…

789 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question