Has anyone connected ITSM to SAP support to forward incidents?

[former_member187281]

Good afternoon:

I have ran into different documents, presentations from SAP mentioning that you can connect SAP ITSM to a 3rd party support desk tool, or to SAP support to forward your own SAP incidents in ITSM to SAP  in order to not just pass them to SAP, but to perform the follow up, and eventually receive the reply from SAP in that central location, your ITSM WebUI.

Does anyone out there has the steps or some guidelines to do that?  The theory looks nice on paper, but we have not seen the actual steps to do it.

Many thanks,

Juan-Carlos Garcia G.

[former_member187281 · Accepted solution]

Many thanks to everyone for the excellent information.  It is my fault probably not being more specific, but that is because I did not know the answers were going to take us other path.    In reality the scenario is simpler.  We want to be able to forward our incidents, when it is the case, to SAP support portal and then when they have the ticket in customer action, to be able to see them again in our incident management.  SAP support portal is in reality our 3rd party system, which is not really a 3rd party system per se.

We will evaluate what was given to us, but if there is an easier and simpler solution, it is appreciated in advance any help.

All answers should had been classified as correct, but that may close this post, and we do not want it, yet.

Thanks,

Juan 

[former_member187281 · Accepted solution]

Well, it was not as difficult as we thought.  In Incident Management there is a Hidden Assignment Block that does the work for you.  It is called SAP Collaboration.  Before you submit the incident, the interface asks you to fulfill some steps and the Incident will complete a set of requisites.

1.  The incident has to have the text and description sections in the assignment block text, completed.

2.  The user submitting the incident (processor), has to have a valid S account in the market place.

3.  The RFC you use to connect to SAP-OSS has to have a valid S account and password in place so that the incident can be sent.  Once you successfully sent the incident, you can remove the password credentials from the RFC.

4.  You have to have all technical information and component correctly entered.

No worries, as you go along the process, the interface will mark if each steps is correct or you are still missing data.   Once you press the final button Submit to SAP, you may get an error, then press the error and some details will be provided, although not highlighting the actual error you are having, so be patient and check everything they say.

Thanks for all the help,

Juan

[former_member187281 · Accepted solution]

Full documentation can be found in:

http://scn.sap.com/community/it-management/alm/solution-manager/blog/2015/01/23/how-to-enable-itsm-t...

[VJain]

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

Check:

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

Thanks

Vikram

[VJain]

Please check:

Solution manager Service Desk Integration with third party service desk - SAP Solution Manager - Sec...

Also  there is integration pdf file in service marketplace for 7.1 which can help you.

Thanks

Vikram

[Former Member]

Hi Juan,

Have you checked these two wikis;

OS Command Adapter

http://wiki.scn.sap.com/wiki/download/attachments/290979852/HOW-TO+GUIDE+OS+Command+Adapter.pdf?orig...

SNMP trap Adapter

http://wiki.scn.sap.com/wiki/download/attachments/290979852/HOW-TO+GUIDE+SNMP+Trap+Adapter.pdf?origi...

You can actually forward your alerts to a third party connector . We have implemented SNMP trap adapter and forward alert to ITSM.

There is an interface between solman and ITSM which consumes these SNMP traps and then forwards it to ITSM. Based on the content of SNMP traps, alerts are sent to the monitoring team.

Thanks

Amit