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author's profile photo Former Member
Former Member

Service Desk with External Help Desk

Hi,

We have configured Service Desk to allow users from satellite system (R3) to send messages to service desk in solution manager. Now if we need to send that message to external help desk like Remedy or HP Open View, how can we configure that in solution manager ? Is there any documented procedure available for that as a blog in sdn or in sap sites ?

Thanks,

Murali.

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  • author's profile photo Former Member
    Former Member
    Posted on Apr 11, 2008 at 01:47 PM

    Hello Murali,

    Although there is an certified SAP/HP interface to help this integration, I did not find any detailed documentation on how to configure this interface.

    There are IMG nodes in solution manager under "connecting an external service desk"

    There we developed our own custom interface to support the integration

    -Thank you

    Ravi

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  • author's profile photo Former Member
    Former Member
    Posted on Jun 18, 2008 at 12:57 AM

    Since no answers came exactly, closing this.

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    • Former Member

      Hello,

      I hope this post can be reopened. I have the same task. I made the following steps:

      - Release Web Service (solman server)

      - Create logical port (solman server)

      - Create http Connection (for external SD)

      I don't understand the usage of Configure Interface to Solution Manager Service Desk step.

      What was Your problem?

      Regards,

      Gusztá

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