SDM Integration

[Anon Anon]

G'day

* Product name. Service Desk Manager
* Product version. r12.6 & 12.7

Does anyone have real life experience of integrating two instances of SDM? - the point being that the creation or updating of a Ticket in one can create or update a ticket in the other (so that we have a single source of truth about activity in different countries...)

Any sharing of experience most welcome..

Cheers

[Alexander Perretti]

I'm sorry to say that I've never come across a situation where two different ServiceDesk applications were integrated together. The only method that I can think of to perhaps tie the applications together would be perhaps through email, maybe by using Notifications and Maileater, but I can see some possible hurdles even with something like this as well to be honest.

 

Is there a particular reason you want to keep these ServiceDesk environments separate? It may be better in the long term to move users to a single ServiceDesk environment, and secondary servers can be allocated to different countries as needed.

[Paul Coccimiglio]

I too would be interested in knowing more about the business case of having two instances of SDM integrated.

 

Is security on one of the SDM instances a concern because of the data stored?

[Kyle_R]

Hello kenh,

 

I'd add my voice to the above comments.

 

But also draw attention to the difference in SDM versions. Even with the SDM "Multi-Site" feature available in SDM 12.6 and SDM 12.7, which allows joining of two separate SDM installations, I would recommend running on the same version of SDM. Unfortunately, the Multi-Site feature has been deprecated and no longer appears in SDM 12.9 or above, so I would NOT recommend it as a solution in this case - just drawing attention to an architectural concern.

 

I'd recommend speaking to a CA Services or Business Partner to further explain the business case. There are usually ins-and-outs that will influence the solution that will come out in a conversation. For example, with the information here, I may be tempted to recommend using BOXI Reporting to consolidate information from the two systems.

 

As Alex says, there are many integration possibilities, including using Web Services to create tickets in either system.

 

A single Service Desk Manager 12.9 with Advanced Availability and servers located in each geographic region may also be viable. There is a question mark over the access speed to the database from one location.

 

Thanks, Kyle_R.