Hello Vinay,
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 that the above information helps.
Regards
Amit
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.