Has anyone had success integrating CHARM with a third party Service Desk/Help Desk solution? Is there anything you might have done differently if you could go back and do it again? Were there any major obstacles on the SAP side that you had to overcome?
We currently use ITSM for a lot of our help desk tickets, but are looking to switch to another solution. One of the possible new solutions has an open API so I'm doing some research on the possibility of integrating that system with CHARM, without having to create an incident or problem in ITSM first.
We have Incident Management connected to SNOW. Works pretty well. We used Web Services, SNOW is the primary and we push to Solution Manager.
The 3rd party interface is designed specifically for the incident <-> incident scenario/use case between SAP Solution Manager Service Desk and 3rd party service desk tools or another SAP Solution Manager Service Desk. The 3rd party interface is not designed for integration with Change Request Management transaction types. My understanding customers and/or partners have considered adapting the interface to meet your scenario. A posting within the Lifecycle Management Value Map - SAP Enterprise Support may provide some assistance.