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Request RE, Survey, and Calendar 1.5 Support Ending December 31, 2020
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Integration Manager

Maintain integrated forms and Data Sets.


The Integration Manager allows Administrators to view the various data sources that are feeding information to Kinetic Request as well as the corresponding rules and data sets associated with requests.  Integrating a data source includes other steps done from the AR Administrator Tool, and is described in further detail in the Kinetic Request Integration Manual.

Integration Points

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Integration Points are the actual data sources for Kinetic Request. 


Figure: Integration Manager Dialog

There are four Source Types where triggered requests can originate:

  • ARSystem-Form:  A form originating on the same server your Kinetic Request application resides on.
  • ARSystem-WebServices: Request data coming from an external source using the Kinetic Request web service to create requests.
  • Import: Request data coming into Kinetic Request via the Remedy Import Tool.
  • Request List Manager: Requests generated via the Kinetic Request List Manager.

Adding an Integration Source

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1.         While on the Integration Points tab, click the Add button.

2.         A message displays: When adding a new form, filters will need to be added to trigger request checking, and batch requesting. This must be done using the Remedy Administrator tool.  Click OK.


Figure: Integration Manager Add Integration Source Dialog

3.         Select an Integration Type from the menu. 

4.         Select a Source Type from the menu.

5.         Enter any name or label in the Source Name field, or select from the menu if the Source Type is an ARSystem-Form.

6.         Enter a label name in the Source Label field.  This is the label your users will see when integrating a form or creating a qualification.

7.         Select a Category from the menu. 

Note:  Category and Type fields may have menus defined by your Administrator.  This is a good way to segment your integration points where one source form has many integration points. 

8.         Select a Type from the menu. 

9.         Optionally enter a Workflow Item to track any workflow associated with this soucre.

10.       Click the Save button.

Delete an Integration Point

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1.     While on the Integration Points tab, highlight the Source Label you want to delete.

2.     Click the Delete button.

3.     A prompt displays to ensure you want to delete the data and everything associated with it. Click Yes.

Requests Integrated Tab

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The Requests Integrated tab shows requests that use the highlighted Integration Source as one of their data sources.

1.     Highlight the Integration Source you want to view.

2.     The Requests Integrated tab displays the Requests Integrated by Form in its fields: Request NameEvent NameStatus andTrigger Process.

Integrated Templates Tab

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This tab lists Integration Templates and Requests Using Templates.  Integration Templates are qualifications that have been stored and can be re-used for other requests when creating integration points. 


Add an Integration Template
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1.        Click the Add button.

2.         Enter text in the Integration Name field.

3.         Select a Form Name from the drop-down list box.

4.         Enter text in the Qualification field.

5.         Click the ellipses () next to the Qualification field to add, edit or delete content in that field.

6.         Click the Save button.

Data Sets

NOTE: Keep in mind that the Field Labels you create now may be for a specific integration, but Data Sets can be used for more than one integration. Keep your Field Label generic enough to be used for other integrations, but specific enough that they are useful to your users.


A Data Set and its mappings help both the AR System Administrator and Users to work with Kinetic Request.  Kinetic Request includes 64 generic “attribute” fields for every customer request created.  These attributes will get used in message templates, in request text, in qualifications, and reporting.  If they were left as generic field names, it would be difficult for you or your users to remember what type of data is in Attribute6 or Attribute62. 

To solve this problem, Kinetic Request includes the concept of Data Sets.  Data sets are nothing more than handy labels for the fields you use within a request.  Menus that reference these fields use the data set name for a field rather than the generic name.  So rather than seeing “Attribute62” on a field menu, your users will see “Department” or other useful name that you give it.

A request can have only one data set.  However, in your entire Kinetic Request application, you will likely have a number of data sets.  Some data sets will apply to many different requests; others will be specific to one.  If no Data Set is selected by the Request author, the “SYSTEM_DEFAULTS” Data Set will be used.

While creating a Data Set for a specific integration that you have constructed, it is a good idea to have the filter you created to reference what fields from your originating system are pushed into fields on Kinetic Request. 

Creating a Data Set

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1.         Open the Integration Manager from the Integration Manager link on the left side of the Request Manager console.

2.         Click on the Data Sets tab.


Figure: Screen clip: Integration Manager-Data Sets

3.         You will see the “SYSTEM_DEFAULTS” Data Set displayed. Click on the Add button below the Data Set table.  The Data Set Item dialog appears. 

4.         Type in a new name for your Data Set, or use the menu to select an existing Data Set if you are adding a new item.


Figure: Integration Manager-Data Sets

5.         Type a name for your Field Label.  This will be the label that users see for the Request Field Name selected in the next step.  This will represent one of the fields you are pushing into Kinetic Request if you are creating this for a specific integration.

6.         Select a Request Field Name that the Field Label will apply to.  The Request Field ID is automatically populated. 

7.         Click Save.

8.         Repeat this process for each field that is a part of your Data Set.  Keep in mind to create items for  any generic “attribute” fields, but also create data set items for the standard fields, as well such as First Name, Last Name, Company, and other fields that you want made available to users.  Refer to the SYSTEM_DEFAULTS Data Set for the most commonly used standard fields.

Data Set Mappings

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Once your Data Set is finished, you can optionally add mappings. Remember your Data Set is just labels for your request fields.   You have not specified the actual fields that populate each Data Set Item. 

Data Set Mappings allow you to track exactly what fields populate your requests.  For example, you may have both an integration from another AR System form, and a web service populating a request using its specified Data Set.  You could create both a mapping from your AR System form, and a mapping from your web service to manage what fields from each system move data into your request.

Data Set Mappings are only for reference, and are therefore optional.  No filters or workflows use the mappings.  Rather they are there to help you manage your data sources.  With only a request or two, the data sources used are easy to remember.  However, once your use of Kinetic Request grows, it is possible you have many different mappings for different source of data feeding requests.

Delete Data Set

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To delete an entire data set, select it from the View Data Set list and click the Delete Data Set button.

Warning: If this data set is in use on any service item, your qualifications and mappings may not work.


Creating Data Set Mappings

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1.         Open the Integration Manager from the Integration Manager link on the left side of the Request Manager console.

2.         Click on the Data Sets tab.

3.         Select the Data Set (previously set up) that you want to map fields to from the View Data Set menu.


Figure: New Integration Point Dialog.

4.         Click Add Below the Mapping Source table.  The Data Set Mapping dialog appears.  

The left side of the dialog under “Source Field” represents where the data is coming from.   The right side of the dialog under “Request Field” represents where the data is going to.




Figure: New Integration Point Dialog.

5.         Select a Source from the menu. 

6.         Select a Field Label from the menu if it is an AR System form.  If the source is of another type (AR System-Web Service,  Import, List Manager), then type in a Field Label.

7.         If the FieldID has not been set, optionally type in a Field ID.

8.         From the Request Field side, select a Data Set

9.         From the Field Label menu, select the field that the source field will be mapped into. The Field Name and Request Field ID will automatically be set.

10.       Save the mapping by clicking Save.

11.       Repeat this process for each field that needs to be mapped into the Data Set.