Solution Manager to Solution Manager connection

Question

Hello everyone,
I am searching for an answer for such a question: is it possible to connect one SolMan (the one from the service provider) to another SolMan (customer's one) in a way that tickets would go from customer's ERP to their SolMan (as it is now) and afterwards would be automatically forwarded to the other SolMan where the tickets should be processed?
If you have any idea, experience or relevant document, please share it - I will be really grateful.
Best regards,
Katarzyna Klys

Answer 1

Hi Katarzyna,
Please check the External service desk functionality for this. You can check SPRO entry for this:
SPRO --> SAP Reference IMG --> SAP Solution Manager Implementation Guide
     --> SAP Solution Manager --> Scenario-Specific Settings --> Solution Manager - External Integration --> External Service Desk
Also check below link:
http://help.sap.com/saphelp_sm40/helpdata/en/8a/b0278648ac4f058a7111c3f9b60feb/frameset.htm
(All in One line)
In Solman 7.0 system:
1. T-code SM59   > Define an RFC connection to 7.1 system;
2. T-code ICTCONF   > Add an entry for the 7.1 service desk, specify the RFC Destination as the one you defined   > Activate -> Generate default value mapping (you may find the button on the top of ICTCONF).
In Solman 7.1 system:
1. T-code SM59   > Define an RFC connection to 7.0 system;
2. T-code ICTCONF   > Add an entry for the 7.0 service desk, specify the RFC Destination as the one you defined   > Activate -> Generate default value mapping;
3. Customize your own value mapping including the transaction type. You will find the details in:
    IMG -> SAP Solution Manager -> Capabilities (Optional)
    -> Application Incident Management (Service Desk)
    -> External Integration -> External Service Desk
Most fields of SIVA and SMIV are the same (for example, priority) so you do not need to care about the value mapping if you do not havespecial requirement. However, some fields only exist in SIVA (category, subject) and others only exist in SMIV (multilevel categories). You may need to implement your own code according to your requirement.
Notes might help:
1159722
1136816
Thanks
Vikram