Integration between IBM's 'eESM' help Desk and SolMan...??

[Former Member]

Hi All

Hopefully someone can help we with a answer..:-))

We are currently using IBM as external vendor to run our Service Desk.

They are using a system called 'Manange Now' (eESM) which we think

is about the worst help desk tool we have ever seen....!!! My question

is does anybody have experience with interfacing eESM and SolMan..??

IBM have just told me that currently it's not possible to interface the

2 systems and to my knowledge that's just not true...!!!

Please advice..:-))

Best regards

Peter

[Former Member]

Dear Peter,

If you want to connect a third party product like a Remedy Call Tracking

System (Peregrine ServiceCenter) to the Service Desk, use the SAP

Business Connector. This is an infrastructure offer from SAP to export

messages to another call tracking systems. The SAP Business Connector

handles data structure mapping and output into the requested format

(SMTP, HTTP).

The transfer of messages can be triggered by a scheduled background job

or initiated manually. The data structure for the export interface is

determined by the SES/SIS standard.

Requirements for implementation at the customer site

- SAP Solution Manager up and running

- Background job scheduled in SAP Solution Manager for export data

- SAP Business Connector (SAP BC) up and running

- Import of a transport into SAP BC

- Modification / adjustment of your call tracking system to enable case

creation based on data from SAP BC (third party consulting may be

necessary)

For further details see SAP Note 529754 and follow this link :

http://service.sap.com/solutionmanager -> "Functions in Detail" ->

"Support Area" -> "Message Handling Process"

Check the section "Interface between Service Desk and a Third Party Call

Tracking System "

Hope this information helps.

Regards

Amit