When setting up a Remedy system like HelpDesk, you typically populate the Remedy data store with standard values for Remedy fields such as Category, Type, Item, and so on. These values may be specific and relevant to your enterprise, so Sybase recommends that you utilize these values automatically when creating mobile applications in UA.
After verifying the WSDL is accessible, you will link the ModifyHelpDeskCase and CreateHelpDeskCase applications to the CTI values you defined when you created the Remedy Web Service in the previous section of this tutorial.
UA includes an application called RemedyMenuSelections.xml, located in the %UA80\tomcat\webapps\onepage\portlets\jsp\custom\remedy directory, which contains three elements:
RemedyCTIList – this element uses a Web service like the one you created in “Creating the Remedy Web Service” to obtain the Category, Type, and Item selection values from the Remedy system.
RemedyRSDList – this element uses a similarly created Web service to obtain the Region, Site, and Department selection values.
You can also create additional elements to obtain values from other Web services you may have created.
Since these values may not change frequently in your Remedy system, set a Content Cache Interval value for this application in UA to ensure that the performance of the update and insert Remedy UA applications that link to this linked parameter application do not suffer a degradation in performance.
Each of these elements use a specific UA template to transform the Web service output parameters as needed by UA. Templates for use with a Category, Type, Item Web service (RemedyCTI); and a Region, Site, Department Web service (RemedyRSD), are already included in your UA installation. You can copy and easily modify these templates to apply to other similar selection value lists.
