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Third-party Tool Integration With Solution manager Service desk 7.1 SP10

Hello All,

Third-partyTool Integration With Solman Service desk

We have an solman Service desk configured and end users can Raise an Ticket from help -> Create Support Message and This Ticket will Register in Solman Box

If First Level of Support unable to slove this issue ticket sent to external Support

1.Connectivity From SOlman To external Support is Completed

Activating ICT_SERVICE_DESK_API in 7.1 As per the below link

http://scn.sap.com/community/it-management/alm/solution-manager/blog/2013/03/09/activating-ictservicedeskapi-in-71

2.How Do we do Field level Mapping from solman to External Service desk ?

3.We are looking for Two way integration , Can this possible ?

How External Service desk will update to Solman ?

Thanks,

Rahul Yedapally

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3 Answers

  • avatar image
    Former Member
    Oct 15, 2015 at 03:27 PM

    Hi Rahul,

    Please check the following guide::

    Service.sap.com/solutionmanager --> Media Library --> Technical Information -->

    ITSM 3rd party interface Web Serv API Whitepaper 7.1

    Also check:

    1163386 - Web service interface tracing for the Service Desk

    Thanks

    Vikram

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  • Oct 15, 2015 at 05:03 PM

    Thanks For your Quick Update , But Below Note is not Relevant to my existing solution manager 7.1 SP10  server 

    I have Checked above link ,but I can see all Relevant  to field level Mapping ?

    can some give me detail information it will be Helpful

    Thanks,

    Rahul

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  • Oct 20, 2015 at 04:32 PM

    Hello All,

    Can Some one help me on below issues

    1)We have integrate the solman Service desk and Third Party tool with APIS

    Activating ICT_SERVICE_DESK_API in 7.1 As per the below link

    http://scn.sap.com/community/it-management/alm/solution-manager/blog/2013/03/09/activating-ictservicedeskapi-in-71

    2) When we raise an ticket from solman service i.e ticket needs to be Register in third Party Tool

    No tickets are updating in third Party tool

    How to check the logs in solman (when Ticket forward to third party tool)

    3) How do we do field mapping for third party tool

    For example :

    We have different fields for third party tool and solman service desk

    Thanks,

    Rahul Yedapally

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