Integration of 3rd Party Service Desk

[Former Member]

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.

[Former Member]

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

[Former Member]

Hi Amit,

Thanks a lot for the information.

From your reply it seems like integration from SolMan to 3rd Party Service Desk is possible.

Is the reverse path possible? That is, is it possible to see the service desk messages of the 3rd party Service Desk from SolMan's service desk?

Pls reply.

Thanks a lot in advance.

best regds,

Alagammai.

[Former Member]

Dear Alagammai.,

Yes the reverse way is very much possible. However it may not be always realtime. It can also be in Batch mode.

Hope this answers your query.

Regards

Amit

[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.