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Can we replicate Service ticket to SAP ECC

Our Sceanrio is if one of our internal store user calls in contact center to report a problem with one of the equipment then call center should be able to create an IR and corresponding service ticket which upon save should be replicated back to SAP PM as either notification or work Order .

As call center agents would not know about the product to be added so I cannot use Service request as it requires part or line item for replication .

Any help will ne appreciated.

Thanks

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