on 12-14-2015 8:09 AM
Hi,
Could someone please suggest some pointers for integration of Remedy ticketing tool with SAP Solution Manager ITSM?
I have checked on forums but did not find much information. Just that ARSLink can be used.
I am looking for some technical guidance in areas like are there some pre-requisite steps to be performed on SAP side, how is the interface setup to be done etc.
Regards
Shubhra
Thats Good Shubhra,
Remedy Tool have API's enabled , no configurations needs to done if its an standard third party tool
SAP will support to use external third party ticketing tool integrated with solman
In solution manager run SOA_Manager Tcode
'Configure Service Provider' and 'Configure Service Consumer- In SOA Manager u can see this
Two way integration is also possible for standard third party tool
Thanks,
Rahul
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Hi Rahul,
I had gone through this blog today morning.
However, i am not clear with the two activities 'Configure Service Provider' and 'Configure Service Consumer'.
In general, which system (Solman/External Service Desk - Remedy in our case) should act as the consumer and which one should be the provider? [We are looking for sync both ways i.e. a ticket created/updated in External tool should automatically create/update the ticket in Solman service desk and vice versa]
Also, apart from these IMG settings in Solman, what actions are required on Remedy side? I suppose the ICT_SERVICE_DESK_API needs to be setup on Remedy side too (??)
And would you be able to provide the details on ARSLink - how can this be used to integrate?
Regards
Shubhra
Could anyone please provide some guidance in this area?
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