Integration with Lotus Notes

[ms]

I am constantly referring to ticket numbers in POB, is it possible to integrate these two system, at the very least via a widget?

[Stefan Reichelt]

There are plenty of ways to have POB and another system talking to each other: XML injection mails, web services, dataloads, normal mails using the Reference field, direct web links to Cases or Tasks… can you describe a bit more detailed what you want your interface to be able to?

Br,

Stefan

[ms]

Thanks Stefan for the reply, we have POB mail integration but I am after for example a scenario where a ticket reference found in an email should launch that ticket in POB when the mouse is on it.

[Stefan Reichelt]

Ok, so you mean direct links? Do you want to open the ticket on the Windows client (that’s also possible, but I can only describe it basically because we don’t use it), or any web client?

For the web clients, the syntax is as follows:
http://path/to/website/Default.aspx?case=[Id]

So if you use that link in mails sent out of POB, the recipients can click on it to see the ticket.

[stedaniels]

Do you want to open the ticket on the Windows client (that’s also possible, but I can only describe it basically because we don’t use it),

Woah, how do you do this? I’ve got a shaky AutoHotKey effort, haven’t shown anyone yet.
Would love to see a supported method of opening cases in the Windows client.

[Stefan Reichelt]

If you search for “automation” in the F1 helpfile, you should see how it works. There is a little (official) tool named “WendiaAutomationControler.exe” that you can feed with parameters to trigger your client – for integrating CTI (Computer Telephony Integration) applications as well as other tools like Outlook. We just don’t use it because we run POB on a Terminal Server farm.

You should find the tool at ftp://ftp.wendia.com/WFTP/POBG6_Versions/WendiaConsoleAutomationControler/

I just did a quick check (opened an existing Case with it), and it worked pretty well – even with ClickOnce.

For you, the helpfile article “Open a Record from a Link with Automation Controler” should be most interesting. It describes how to register a hyperlink type like “pobg6:” to create internal links allowing you to talk to the POB client in many exciting ways.

[stedaniels]

Joy!
I wrote an old AHK script that hooked the url handler RMSCALL://CASE###.

This’ll be a doddle now.

What I wouldn’t give for an online help file that is Googleable. Might import the help file into ElasticSearch, it’s always painful hunting stuff down when I don’t know all POB’s terminology.

Thank you so much 🙂

[Stefan Reichelt]

No problem, I help whenever I can. 🙂

I know what you mean. I hope Wendia decides to drop the Windows help file technology and uses a custom way somewhen. The search tool within Windows help has always been a disaster.

I could only tell you it because I knew it existed. 😉

[Author]

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