Integrate Solution manager service desk with External service Desk

[Former Member]

Hi All,

We are trying to integrate service desk in solution manger with external service desk.

Can you please help me to consume the webservices in external service desk ?

Is it necessary that extenal service desk should have webservices with the names

"ProcessIncident, ReplicateIncident, AcceptIncidentProcessing, AddInfo, VerifyIncidentSolution, RejectIncidentSolution, CloseIncident" .

Our external ticketing system has webservices called Update,Create etc. Is it possible for me to use these webservices via some mapping in solution manager.

Also can you please provide some guide to configure the same.

Thanks

Shaju

[Former Member]

Did you ever get an answer to this question?

I'm trying to understand how to consume Web Services from Service Desk too. I read through the Service Desk Webservice API and I didn't really understand it. It seems that there are calls to get data into Service Desk, but no calls to get data out.

[Former Member]

Hi David, see blog /people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii for outbound processing of service desk messages. Hope this helps.

Regards

Michael

[prakhar_saxena]

IHi,

n this case please goto spro transaction in solman here

expand

solution manager->scenarion specific settings->third party integration->external service desk

Here visit all the IMG help for the documentation

Goto to these steps one by one with IMG help and implement the same you can then connect the external service desk with yours.

In addition you can check this guide for Webservice API...

https://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/e3eeb4a8-0b01-0010-bd99-f4a700a4...

Hope it solves your problem

Regards

Prakhar

[Former Member]

Hi Prakhar,

Thanks for the reply.

I would like to know whether is it possible to connect to a helpdesk where some webservices are already released like ( Update, create etc..). Can we consume these webeservices from solman without changing the external helpdesk. Or is it necessary that the API's mentioned in the guide should be implemented in the external service desk.

Thanks

Shaju

[peter_langner]

Hello Shaju,

please goto [http://service.sap.com/solutionmanager|http://service.sap.com/solutionmanager]. Choose Media Library -> Technical Paper. There you find the document "Service Desk - WebserviceAPI". It describes the WS from an technical point of view.

Hope it helps,

Peter