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Third Party Ticketing Tool integration with solman service desk scenario

Former Member
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Hi,

I need any guidance on integration Of third Party ticketing tools like OVSD with the SAP Solution Manager Service Desk Scenario.

Regards,

Kaustubh.

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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Hello,

we are integrated hp tool with solution manager.

we created z program to send mail to hp tool

hp tool will read the e-mail and create ticket .

whenever ticket created in solution manger mail will sent to hp tool

Former Member
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Hi Maheshwar,

What I am trying to do is, try to maintain the data like,,

Caller ID-- sender

Assignment of workgroup--

Search Code--

Priority--

and description--

now some of these are constants that we need not determine every time.

but my question is, can we maintain these as a set of parameters in the method definitionunder parameters tabjust similar to MAIL_HEADER...which is displayed in the mail alert.

we already have a scenario maintained in the HPSD where it reads the mail picks up specific content based on key words, and creates a ticket.

and If we can maintain these by modifying the method, then where can we maintain the multiple data/options for this

And also please send me what were the steps u have done.

U used a Z method or customized the Function module??

Bcz in my case I think I will have to do both..

Regards,

Kaustubh.

Edited by: kaustubh on Jun 19, 2008 6:32 PM

Answers (3)

Answers (3)

Former Member
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completed with help.

Former Member
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Hi kaustubh,

We are interested in this integration as well and would greatly appreciate if you can provide detailed information regarding implementation of this integration.

There is really no good information available on the internet that shed good light on this. All the information we could find was marketing material.

Regards,

Anwer

Former Member
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Please see above.

Edited by: Anwer Nomani on Nov 13, 2009 4:19 AM

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Hi..

You can google this document "Incident Exchange Service between HP OpenView Service Desk 4.5 and SAP Solution Manager 4.0

Service Desk" for HP Open view...

Bye

Wence

http://www.linkedin.com/in/solutionmanager

Former Member
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Hi,

I have seen the document already.

Thanks.

Regards,

Kaustubh.

former_member209604
Active Contributor
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Some links as an introduction.

Application Help - External Help Desk

http://help.sap.com/saphelp_sm40/helpdata/en/8a/b0278648ac4f058a7111c3f9b60feb/content.htm

http://help.sap.com/saphelp_sm40/helpdata/en/56/3bd4e4b4c54b2db779740a7f4dd723/content.htm

Service Desk - Web Service API Technical Description

http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000538663&_SCENARIO=01100035870000000202&_O...

The interface to an external Third Party Ticket tools are provided by the vendor. SAP provides an open interfaces.

Regards, Ruediger