Integrating with Other Products › Integrating CA Service Desk Manager with SAP Solution Manager › Integration Scenarios

Integration Scenarios

CA Service Desk Manager stores the SAPPersonID as part of the contact record. SAP Solution Manager uses the SAPPersonID as a unique identifier for a contact record. Contact UUIDs created in CA Service Desk Manager populate to SAP, and every time you generate a contact in CA Service Desk Manager, SAP Solution Manager verifies that the UUID matches the SAP contact record that is used in an incident between the two systems.

We recommend that you set these contact attributes as required after you verify that the integration completed successfully. If you set these contact record fields as required before verifying the integration, operation disruption can occur in some environments.

Integrating your CA Service Desk Manager environment with SAP Solution Manager supports the following scenarios:

• SAP Solution Manager controls the incident lifecycle

  Indicates the continued operation of a mature SAP Incident Support process, without interrupting your organization. After updating the SAP-initiated incidents, they synchronize with CA Service Desk Manager to support a single repository for all incidents in the enterprise.

  This scenario minimizes SOX auditing risks because the single repository contains a single source of truth for incidents within the entire enterprise, as opposed to two or more separate incident repositories for an entire enterprise (such as SAP Solution Manager and CA Service Desk Manager for other ticket types).

• CA Service Desk Manager incidents propagate to SAP Solution Manager automatically

  Propagates CA Service Desk Manager incidents to SAP and exposes a single point of entry for all incidents to customers, as opposed to requiring end users or analysts to decide which support tool opens incidents.

  Note: This scenario includes the benefits outlined in the previous scenario.

Note: For open incidents, CA Service Desk Manager and SAP Solution Manager synchronize additional information that adds SAP data to the CA Service Desk Manager incident automatically. This additional information includes changes to Priority, Assignee, Comments, Description changes, and most of the pertinent SAP data necessary to service the incident from either product.