Using External Customer Service 
Processors in a help desk, and in SAP Solution Manager IT Service Management work together in the assignment block External Customer Service.
Prerequisites
You have set up a connection to the external help desk.
Features
The assignment block External Customer Service includes the following functions:
Create, update and confirm messages in the external help desk
Synchronize messages between help desks
Activities
The assignment block External Customer Service includes the following activities:
Display information about the external help desks, and the status of the messages.
Forward messages to the external help desk, and confirm the message there.
Update additional information about a message in the external help desk.