Hello Solman Experts !
Looking for your help to understand how can we integrate ChaRM with a 3rd party ticketing tool ?
We have Solman 7.1 and we are on SP12. We recently implemented ChaRM and instead of Solman ITSM we are using a 3rd party Ticketing Tool similar to Remedy. Currently an RFC (leading to either an NC, UC or AC based on requirements) is opened if the Ticket requires a Transport or another piece of Development. The challenge is, creating the RFC requires to replicate all the info present in the ticket. It would not only be time saving but also less error prone if the info (Fields such as Requestor, description, priority, attachments etc) from the 3rd party ticketing tool could flow into the Request for Change document in ChaRM. Further down the process it would help to provide automatic status updates to the ticketing tool as ChaRM documents moving along
the process. Right now we have a custom field in ChaRM that references the Ticket Number of the external tool. But that is only for reference purposes and does not add functionality.
My understanding is that Solman ITSM can be configured to integrate with a 3rd party ticketing tool. But this would introduce another layer in the information flow between the 3rd party Ticket Tool and ChaRM. It would also require additional effort on configuration and maintenance.
Is there a way to integrate ChaRM directly with a 3rd party ticketing tool?
Your help will be greatly appreciated. Any previous examples of this type of integration or architecture documentation will be highly beneficial.
Thanks,
-Anshul Agrawal