Helpdesk and OTRS

[ThomasT]

Hello,

has anybody yet combined the helpdesk-solution otrs (www.otrs.org) with the service-desk-component in Solution-Manager?

Regards,

Thomas

[keller_arne]

Did anyone here manage in the end a working process with OTRS & SAP - maybe without Solution Manager or did you all just send your questions and ignore the commetaries?

[markus_doehr2]

Just to update: We start using OTRS next monday effectively after having used Helpdesk in SolMan for over 6 years.

We switched the "feedback" function so that is uses an HTTP POST and creates the message in the OTRS system instead of the SolMan support desk.

We will use OTRS now for the full IT - not only for the SAP related problem. It turned out to too much work (in sense of u20AC for external consultants) to configure SolMan and educate > 1000 people with a separate logon for the workcenter and tell them how and where to click and enter text. Now they just write an email to "support" - everyone can write an email

We will migrate all the old messages (> 12.000) using a self written program that read texts and components and send them vial email to the OTRS system which uses the Active Directory structure and some (more or less) predefined pattern to assign a processor.

For all that setup we needed less than 8 days of internal mandays, including an SSO login for the OTRS itself. Mails sent as questions from message processors can so either be answered via mail (and getting parsed back to OTRS) or just clicked on the link in the sent email and answered there. This is much more convenient than having the need to fire up a browser and login to some system to write an answer to the question.

We added some fields in the OTRS to enter the time needed to resolve the problem, at the end of the month there will be a .cvs file that can be used as batch input source for the ERP backend to do the inter-company invoicing.

I´m totally sure - all that can also be accomplished using Solution Manager helpdesk and/or Incident Management but for the time and efforts needed (effectively printed in u20AC) to configure that and keep it running, we could easily engage a full time dispatcher person for at least a year - according to offers from SAP consulting and our internal calculations.

It´s just such a pity the SolMan is so tremendeously complex and cumbersome to customize and modify (well, it´s CRM....)

Markus

[Former Member]

Hello

Could you give some technical details on how the integration was performed?

I would like to configure OTRS to work a bit different way - tickets created in OTRS should be registered in Solman Service Desk as Support Messages. But i don't know where to start.

I could see that in march 2012 OTRS has published OTRS connector, but this requires expensive Service Subscription unfortunately. So the question is - is there any other way to connect Solman Servicedesk with OTRS?

[former_member465730]

Hello, has anyone experiences with the OTRS SAP connector? We intend to synchronize tickets between our SAP Solution Manager 7.1 Service Desk and OTRS Help Desk 3.1 via OTRS SAP connector and web service API. Best regards, Robert

[markus_doehr2]

What do you plan/want to "integrate"?

Markus

[ThomasT]

Hello,

our users should be able to create a support message in the sap-gui (Help-> "Support Meldung erfassen") which then will be created in the service desk of solutionmanager. When necessary this message should be forwarded to the otrs-Helpdesk. Alternatively the support message should be directly forwarded to otrs without any action in solution manager.

Regards,

Thomas

[markus_doehr2]

> Alternatively the support message should be directly forwarded to otrs without any action in solution manager.

We are actually also checking that.

It should be possible by creating an RFC destination not pointing to Solution Manager but executing a webservice (an HTTP "RFC").

Markus