Message Directly Transfer to the External (VAR) Service Desk

[Former Member]

Dear Experts,

I have several VAR-Customer Services desks mapped to a VAR Service Desk using Solution Manager.

Is it possible to directly send the support message from the Customers Satellite system to VAR Service Desk via VAR customer service desk without any user intervention at the VAR-Customer Service Desk ?

As of now when i create a message from the Customer's satellite systems, it comes to the VAR-Customer's Service Desk and we have to manually go and "Send the message to External Service Desk".

I need to automate this process. Is this possible and how can I get this done ?

Appreciate your help to get this sorted out.

Thanks a lot in advance.

Best Regards

Kushan

[Former Member]

Hi Kushan,

How about to use method AUTO_FORWARD_ICT_TO_THIRD?

This action has the following container values.

ONLY_TO_EXCHANGED_SYSTEM

EXTERNAL_SYSTEM_TYPE

EXTERNAL_SYSTEM_ID

STATUS_FORWARD

STATUS_PROPOSE_SOLUTION

STATUS_REPLICATE

If you define parameters like following, it may work as you requirement.

any character other than 'X' for ONLY_TO_EXCHANGED_SYSTEM

third party GUID for EXTERNAL_SYSTEM_ID

your status value corresponding to 'NEW' for STATUS_FORWARD

I'm sorry but I'm not sure that above configuration will work.

I hope this will help.

Regards,

Kazuhisa

[Former Member]

Dear Experts,

Can somebody please give me some idea.

Thanks and Regards

Kushan