External Help Desk
Processors at a help desk and at SAP Solution Manager IT Service Management work together using the External Help Desk
assignment block.
Prerequisites
You have set up a connection to the external help desk.
Features
Create, update, and confirm messages (incidents and problems) in the external help desk
Synchronize messages between help desks
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.