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Former Member

Integration between multiple Solution Manager for Service Desk

Hi all!

Does anybody know if it's possible to have an integration between two or more Solution Manager?

E.g., one Solution Manager on customer side to raise the ticket and for 2nd-level support. The second Solution Manager on the provider side for 3rd-level support.

The tickets should be forwarded from 2nd-level customer side to 3rd-level provider side. And also back to customer for solution delivery.

Does this work and how?

I appreciate every help I can get.

Thanks in advance,

Alex

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1 Answer

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    Former Member
    Sep 24, 2008 at 07:20 AM

    Hi,

    This can be done very well in one solman server using service desk functionality. No need to go for different servers for next level of support.

    Regards,

    Nikhil

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    • Former Member

      Hi Nikhil,

      thanks for your answer.

      I know that this would be the easy way.

      But what if the customer already have an own SolMan within they do 1st- and 2nd-level support and only want to forward incidents/tickets for 3rd-level to the providers SolMan?

      It is a bit like sending tickets to SAP support and receiving a solution. But in that case there is a 3rd-level between the customer and SAP support done by a service provider.

      Regards,

      Alex