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Connecting a third-party ticket system to SAP Solution Manager 7.1
Project duration: 5 months
Brief description
Connecting a third-party ticket system to SAP Solution Manager 7.1 and configuration of cross-system incident processes. Connecting and configuring the processes results in process optimizations for first-level support of customers.
Supplement
The customer operates a central ticket system for all types of incidents. Furthermore, Incident Management is used in SAP Solution Manager for the SAP system landscape. The aim is to connect the two systems and transfer tickets from the central system to SAP Solution Manager. To achieve this, the web service Service Desk interface is connected to the third-party tool. Developments on the third-party software are carried out by the manufacturer and are not included in this project.
IT project data
- Industries energy
- Specialist tasks BPM: process optimization, BPM: process realization, Incident Management, system administration, system integration
- DP tasks standard software expansion
- System environments Client/Server, standard software: CRM systems
- Procedure model ASAP (SAP)
- Development and test tool ABAP/4 - Development Workbench, SAP GUI
- Standard software and BI SAP Solution Manager
Project period01.10.2015 - 29.02.2016
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