Skip to Content
avatar image
Former Member

Integration of 3rd Party Service Desk

Hi Service Desk Gurus,

Can you pls tell me whether it is possible to integrate SolMan's service desk with CA's service desk?

Any informative link where I can get these details pls?

Any useful information in this regard will be greatly appreciated.

Pls help.

best regds,

Alagammai.

Add comment
10|10000 characters needed characters exceeded

  • Get RSS Feed

1 Answer

  • avatar image
    Former Member
    Aug 17, 2007 at 08:48 AM

    Dear Alagammai,

    If you want to connect a third party product like a Remedy Call Tracking

    System (Peregrine ServiceCenter) to the Service Desk, use the SAP

    Business Connector. This is an infrastructure offer from SAP to export

    messages to another call tracking systems. The SAP Business Connector

    handles data structure mapping and output into the requested format

    (SMTP, HTTP).

    The transfer of messages can be triggered by a scheduled background job

    or initiated manually. The data structure for the export interface is

    determined by the SES/SIS standard.

    Requirements for implementation at the customer site

    - SAP Solution Manager up and running

    - Background job scheduled in SAP Solution Manager for export data

    - SAP Business Connector (SAP BC) up and running

    - Import of a transport into SAP BC

    - Modification / adjustment of your call tracking system to enable case

    creation based on data from SAP BC (third party consulting may be

    necessary)

    For further details see SAP Note 529754 and follow this link :

    http://service.sap.com/solutionmanager -> "Functions in Detail" ->

    "Support Area" -> "Message Handling Process"

    Check the section "Interface between Service Desk and a Third Party Call

    Tracking System "

    Hope this information helps.

    Regards

    Amit

    Add comment
    10|10000 characters needed characters exceeded

    • Former Member Former Member

      Hi Amit,

      Thanks a lot.

      Can you pls provide me any link where I can find this configuration information for integrating SolMan's service desk with external service in both ways?

      Thanks a lot in advance.

      best regds,

      Alagammai.