Integrating with Other Products › Integrating CA Service Desk Manager with SAP Solution Manager › Integration Scenarios › How SAP Solution Manager Controls the Incident Lifecycle Example

How SAP Solution Manager Controls the Incident Lifecycle Example

The following integration scenario example shows how SAP Solution Manager controls the incident lifecycle:

1. A customer reports an SAP incident within the SAP environment.
2. SAP creates an incident support message.
3. SAP replicates the incident to CA Service Desk Manager automatically, with a specific category indicating that SAP initiated and manages the incident.
4. A member of the SAP team evaluates the incident report.
5. The SAP team manages and updates the incident with a proposed a solution.
6. The proposed solution forwards to CA Service Desk Manager as informational only.
7. The SAP team reviews the proposed solution with the incident reporter.
8. If the proposed solution does not resolve the incident the following occurs:
   1. SAP rejects the solution.
   2. SAP relays the rejection automatically to CA Service Desk Manager as informational only.
   3. SAP addresses the incident until another proposed solution is identified and processing continues by reverting to step 5.
9. If the proposed solution resolves the incident the following occurs:
   1. SAP updates the incident is to show that the solution works.
   2. SAP relays the incident update to CA Service Desk Manager as informational only.
   3. SAP closes the incident.
   4. SAP relays and closes the incident in CA Service Desk Manager automatically.