automatic opening of helpdesk tickets in solman from xml files

[Former Member]

Hello,

If we imagine that we have two helpdesks systems. One in solman for all the SAP related tickets, and another one for the non sap systems. I know that it is possible to connect solution manager to an external helpdesk tool for all non sap subjetcs. And if I have understood well, this is done via xml files.

But is it possible to automatically open a helpdesk ticket in solman from an external helpdesk tool ? Is it done via xml files ? Is there a documentation on how to setup this ?

Thanks for your help.

[Former Member · Accepted solution]

Dear Youssef,

Did you take a look at the IMG :

-> SAP Solution Manager

-> Scenarion-Specific Settings

-> Service Desk

-> Connection to an external system

Information about the external service desk you could found here:

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

I cannot defined the complete process here. But the documentation is really helpful to understand the concept.

Regards

Amit

[Former Member]

Thanks Amit ... Exactly what I was looking for