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Function documentationExternal Help Desk Integration

 

You connect one or more external help desks to SAP Solution Manager IT Service Management so that you have different tools for different levels of your support organization. Possible uses:

  • An external help desk of a third-party supplier is used for general IT messages and SAP Solution Manager IT Service Management for the solution of SAP application problems.

  • SAP Solution Manager systems of customers of an IT service provider are connected as external help desks to the IT service provider help desk so that they can exchange messages.

Integration

SAP Solution Manager provides an interface with which you can connect one or more external help desks from third-party suppliers or other SAP Solution Manager systems help desks. You can use this interface to exchange messages between SAP Solution Manager IT Service Management and external help desks in both directions.

You can find a technical description of the interface in SAP Service Marketplace, under Start of the navigation path http://support.sap.com/solutionmanagerInformation published on SAP site Next navigation step Knowledge Transfer Next navigation step White Papers End of the navigation path.

Prerequisites

  • You have configured SAP Solution Manager to connect an external help desk.

  • You have configured SAP Solution Manager IT Service Management.