Integration between multiple Solution Manager for Service Desk

[Former Member]

Hi all!

Does anybody know if it's possible to have an integration between two or more Solution Manager?

E.g., one Solution Manager on customer side to raise the ticket and for 2nd-level support. The second Solution Manager on the provider side for 3rd-level support.

The tickets should be forwarded from 2nd-level customer side to 3rd-level provider side. And also back to customer for solution delivery.

Does this work and how?

I appreciate every help I can get.

Thanks in advance,

Alex

[Former Member]

Hi,

This can be done very well in one solman server using service desk functionality. No need to go for different servers for next level of support.

Regards,

Nikhil

[Former Member]

Hi Nikhil,

thanks for your answer.

I know that this would be the easy way.

But what if the customer already have an own SolMan within they do 1st- and 2nd-level support and only want to forward incidents/tickets for 3rd-level to the providers SolMan?

It is a bit like sending tickets to SAP support and receiving a solution. But in that case there is a 3rd-level between the customer and SAP support done by a service provider.

Regards,

Alex