Customer Connection to Raise Support Case

[former_member206661]

Hi,

I have performed Solution Manager installation and setup for service desk var.

Can anybody point me in the direction of some documentation which shows how to enable our customers can have exteral access to raising an incident (message) in our Solutions Manager environment.

Regards

Howard Stiles

[Miguel_Ariño]

Hello there,

There are three main options:

- Route the 'back' RFC connection so that they can open support messages from the help -> open support message dialog in their productive systems.

- You can integrate the service desk iview (note 641707) to an existing portal system or integrate the BSP services of Service Desk into the portal.

- Use the Work Center, which technically is a webdynpro interface. Webdynpro has certain issues when accessed from an external network. A good starting point for the particulars of this scenario would be to search for technical papers on webdynpro over firewall/routers.

Best regards,

Miguel Ariñ

[Former Member]

hi

please check the blog

[/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii|/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-ii]

and some more inputs from the thread

[|]

Jansi