Service Desk Integration with Third-party tool

[Former Member]

Hi All,

Could someone please let me know the points to be considered to integrate party service desk with solution manager service desk.

Is it really mandatory to have XI system to integrate the third party tool with solman service desk?

FYKI,

Solution Manager is 7.1

Third party tool is Service-now.

Regards

Shanthosh

[Former Member · Accepted solution]

Hi Richards and SAPFan,

Thank you so much for your prompt reply.

Please tell me how should i get started in this service desk integration because i really don't know what to do after Service Desk configuration.

Also, please let me know what is the scope of Basis Consultant in this integration work.

Regards

Shanthosh

[richard_pietsch · Accepted solution]

First, check if the third party tool supports a solman service desk integration. If that's not the case you can cancel all other operations...

If there's support from this side, in the next step you need to clarify the requirements for the integrationhe, define the interface settings, that is connection, mapping rules etc.. Maybe you'll also need a consultant for the third party tool to assist you.

Regards, Richard

[Former Member · Accepted solution]

Hi Richard,

Thank you so much.

Now i have an idea on how to proceed.

BTW, can i get any third-party integration/configuration document, so that i can understand it better.

Let it be any third party service desk integration document.

Regards

Shanthosh

[richard_pietsch · Accepted solution]

Hi Santhosh,

unfortunately, I have no doc for 3rd party tools but you can check the solman 7.1 whitepaper:

http://service.sap.com/~form/sapnet?_SHORTKEY=01200252310000091187&_SCENARIO=01100035870000000202&_O...

Regards, Richard

[Former Member · Accepted solution]

Hi Richard,

Even i too saw the white paper earlier, this talks more about field mapping... I'm not sure if this white paper is for Basis administrator task.

Regards

Shanthosh

[richard_pietsch · Accepted solution]

check this link: http://service.sap.com/rkt -> Solution Manager -> SolMan 7.1 -> IT Service Management -> Incident Management with 3rd Party Integration

[Former Member · Accepted solution]

Hi Richard,

Thank you so much.

Your last reply was really helpful.

Regards

Shanthosh

[former_member327196 · Accepted solution]

Hi Shantosh,

Have you Integrated Service now with Solman 7.1 now ??

What were the difficulties you had and will it require a lot of config in service now ??

if you have any Basis documentation for the integration please let me know.

Thanks and Regards,

Madhan

[Former Member]

Hi Shantosh,

You can also check out this video regarding integrating ServiceNow with SAP: Integration of SAP and ServiceNow - YouTube

[Former Member]

hello Shanthosh,

In addition please check  information using below link

http://help.sap.com/saphelp_sm71_sp01/helpdata/en/56/3bd4e4b4c54b2db779740a7f4dd723/content.htm

And pdf IT Service Management WebService API https://websmp202.sap-ag.de/~sapdownload/011000358700000962822012E/71_ITSMWebSerAPI-2.pdf

BR,

SAPFan

[richard_pietsch]

You need to configure the interfaces on both systems... in solman there's a customizing activity, regarding the third party tool you should ask the vendor for support, maybe there's already an interface available.

You need to ensure thta you can map the message attributes from system A to system B and vice versa. So, this affects master data (sold-to party, message creators, etc) as well as status information, text objects etc. In solman you can define mapping rules. About the other tool I have no clue...

Regards, Richard