This paper describes how TSRM Service Desk can be integrated with SAP Solution Manager's Service Desk for Incident Management.
Integration of the TSRM Service Desk with SAP Solution Manager Service Desk to enable incident management is described. Setup and configuration requirements are detailed as well as how customization of specific deployments can be achieved.
Deployments with SAP System Landscapes managed using SAP Solution Manager require it's service desk in order to get access to SAP notes (Knowledge Base) and SAP personal for remote assistance.
This integration enables TSRM Service Desk to be positioned in such SAP Systems Landscapes.
Consult the IBM Website for more information on IBM Tivoli Service Request Manager.
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IBM Tivoli Service Request Manager
This solution requires TSRM 7.1, TDI 6.1, and an integration package with installable components for TSRM and TDI to deploy the solution.