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Integration with BMC Remedy

shubhra_prasad
Explorer
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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

Accepted Solutions (1)

Accepted Solutions (1)

rahul_yedapally
Active Participant
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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

Answers (2)

Answers (2)

rahul_yedapally
Active Participant
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Hello Shubhra,

Please check the below link.

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

Thanks,

Rahul Yedapally

shubhra_prasad
Explorer
0 Kudos

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

shubhra_prasad
Explorer
0 Kudos

Could anyone please provide some guidance in this area?