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Integration with BMC Remedy

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

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  • Best Answer
    Posted on Dec 15, 2015 at 11:43 AM

    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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  • author's profile photo Former Member
    Former Member
    Posted on Dec 15, 2015 at 09:36 AM

    Could anyone please provide some guidance in this area?

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  • Posted on Dec 15, 2015 at 09:53 AM

    Hello Shubhra,

    Please check the below link.

    Activating ICT_SERVICE_DESK_API in 7.1

    A part This Document , Please activate External service desk Related action profiles of specific transaction type(SMIN.ZMIN or ZMIV)

    Thanks,

    Rahul Yedapally

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    • Former Member

      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

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