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Former Member

Third Party Ticketing Tool integration with solman service desk scenario

Hi,

I need any guidance on integration Of third Party ticketing tools like OVSD with the SAP Solution Manager Service Desk Scenario.

Regards,

Kaustubh.

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4 Answers

  • Best Answer
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    Former Member
    Jun 14, 2008 at 12:01 PM

    Hello,

    we are integrated hp tool with solution manager.

    we created z program to send mail to hp tool

    hp tool will read the e-mail and create ticket .

    whenever ticket created in solution manger mail will sent to hp tool

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    • Former Member

      Hi Maheshwar,

      What I am trying to do is, try to maintain the data like,,

      Caller ID-- sender

      Assignment of workgroup--

      Search Code--

      Priority--

      and description--

      now some of these are constants that we need not determine every time.

      but my question is, can we maintain these as a set of parameters in the method definitionunder parameters tabjust similar to MAIL_HEADER...which is displayed in the mail alert.

      we already have a scenario maintained in the HPSD where it reads the mail picks up specific content based on key words, and creates a ticket.

      and If we can maintain these by modifying the method, then where can we maintain the multiple data/options for this

      And also please send me what were the steps u have done.

      U used a Z method or customized the Function module??

      Bcz in my case I think I will have to do both..

      Regards,

      Kaustubh.

      Edited by: kaustubh on Jun 19, 2008 6:32 PM

  • Jun 14, 2008 at 06:15 AM

    Some links as an introduction.

    Application Help - External Help Desk

    http://help.sap.com/saphelp_sm40/helpdata/en/8a/b0278648ac4f058a7111c3f9b60feb/content.htm

    http://help.sap.com/saphelp_sm40/helpdata/en/56/3bd4e4b4c54b2db779740a7f4dd723/content.htm

    Service Desk - Web Service API Technical Description

    http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000538663&_SCENARIO=01100035870000000202&_OBJECT=011000358700003503092006E

    The interface to an external Third Party Ticket tools are provided by the vendor. SAP provides an open interfaces.

    Regards, Ruediger

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    Former Member
    Jun 19, 2008 at 01:33 PM

    Hi..

    You can google this document "Incident Exchange Service between HP OpenView Service Desk 4.5 and SAP Solution Manager 4.0

    Service Desk" for HP Open view...

    Bye

    Wence

    http://www.linkedin.com/in/solutionmanager

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    Former Member
    Oct 14, 2008 at 07:53 AM

    completed with help.

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