Remedy SAP
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Transcript of Remedy SAP
SAP R/3 – Remedy ARS IntegrationVersion 5
ARS Link for SAP
N-Tuition Business Solutions AGSven Jerusalem, page 2
ARS Link for SAP
o Tight integration into the existing IT infrastructure§ Additional use of your investments in SAP
o Highly flexible adapter§ Every Business-Process is easy to implement § Bi-directional § Event driven or scheduled§ Real-time or batch exchange § Integrates with every R/3 module § Integrates with any ARS application
o Uses the existing base data from SAP§ One primary data source
N-Tuition Business Solutions AGSven Jerusalem, page 3
Val
ue
Data
Objects
Process
protocolraw data
messages language
sense process-definition
Value of an integration (general)
N-Tuition Business Solutions AGSven Jerusalem, page 4
Benefits of integration ARS <-> SAP
o Due to its flexibility, scalability and short implementation times, ARS is the most widely chosen platform for ITSM-, CRM- and workflow- processes.
o SAP R/3 is the market leader for ERP systems and is widely chosen for handling core business processes within companies.
o Processes become more transparent. Many sub processes are spread over several applications and less data is needed by bothsystems.
o With „ARS Link for SAP“ both systems can be integrated seamlessly, saving both time and money.
fast ROI, low TCO
N-Tuition Business Solutions AGSven Jerusalem, page 5
Complementary advantages
...
Available best practice at Customer Service area
...
Flexible customizing of Look&Feel
Based on ERP best practices.
Simple configuration and maintenance
Enterprise wide integration of business processes
Simple workflow supportOne source for business critical data.
Remedy ARSSAP
N-Tuition Business Solutions AGSven Jerusalem, page 6
Finance & Controlling
CRM
SCM
Manufacturing
IT Services
HR
Company scenario
SAP R/3SAP R/3
ARSARS
ARSARS
SAP R/3.SAP R/3.
SAP R/3.SAP R/3.
SAP R/3.SAP R/3.
Field Service
ARSARS
N-Tuition Business Solutions AGSven Jerusalem, page 7
New features of V5
o Version 5§ EIE is not needed§ Gateway machine is not needed (UNIX compatibility)§ Easy Online Query using ARDBC § Less customizing§ Better performance§ Easier administration
N-Tuition Business Solutions AGSven Jerusalem, page 8
Architecture
The configuration in The configuration in ARS determines, ARS determines, which data will be which data will be
transferred.transferred.
BAPI‘s BAPI‘s communicatecommunicatewith the SAP with the SAP
modulesmodules
SAP ABAP SAP ABAP codecode
ARS Link for SAPARS Link for SAP
Configuration Configuration ApplicationApplication
BAPI AR-API
ARS ServerARS ServerSAP R/3SAP R/3
N-Tuition Business Solutions AGSven Jerusalem, page 9
ARS ServerARS Server
GetGet PutPutOnlineQuery
OnlineQuery
BAPI
ARDB
C API
API
qevent-drivenqbi-directionalqreal timeqselective list
qscheduledqbi-directionalqbatchqincremental transfer
qscheduledqevent-drivenqbi-directionalqsingle record
KonfigurationConfiguration
Client
N-Tuition Business Solutions AGSven Jerusalem, page 10
ARS Link for SAP from N-Tuition
Technical environment
o ARS Version 3.0 or highero “Online Query / ARDBC” Version 5.0 or highero SAP R/3 Version 3.x or highero All platforms / databases (Win32, Solaris, AIX....
ARS Link for SAP uses the standard BAPI interface. The complete configuration is performed in ARS or in configuration files. The logging takes place in ARS. This allows an interaction with the ARS workflow.
o Only one SAP R/3 user is needed for access.o No installation of SAP components required.o No SAP customizing or programming required.o “ARS Link for SAP” is not affected by SAP updates.
N-Tuition Business Solutions AGSven Jerusalem, page 11
Customizing
There are only a few steps required to add new functionality :
o Select the BAPI's which support the integration process.
o Prepare the ARS form for the integration process.
o Follow the simple instructions in the documentation to configure.
o Set the data exchange parameters in ARS
o Map the desired fields with menus.
o Run the integration
N-Tuition Business Solutions AGSven Jerusalem, page 12
Setting the data exchange parameters
N-Tuition Business Solutions AGSven Jerusalem, page 13
Field mapping
N-Tuition Business Solutions AGSven Jerusalem, page 14
Sample Integration “Sales Order”Entire process Sales Order :
Process 2: Receive material data from SAP (GET)
Process 1: Select a customer from SAP master data (Online Query)
Process 3: Create Sales Order in SAP
Process 4: Close Sales Order in ARS (GET)
Material data reference
SAP Dynpro
ARS Form
ARS Form
Process 3: Return the created number (PUT)
Other data
Other data
N-Tuition Business Solutions AGSven Jerusalem, page 15
Sample Integration “Sales Order”
Query online the customer masters data from SAP:
SAP Transactions: CO / debitors
creditors
Help DeskForms:
SAP_Customer
ARS Link for SAP(Online Query / ARDBC)
Based on search criteria, a list of matching objects will be displayed. After selecting an object the detailed data will be taken from the R/3 master data and added to the mapped fields in the form.
Get selection list
Search with wildcards
Search with wildcards
Get selection list
N-Tuition Business Solutions AGSven Jerusalem, page 16
Receiving material data for Sales Order:
SAP Transaction: MM / Material Management
Help DeskForms:
SAP_Material
ARS Link for SAP(GET)
Scheduled, e.g. basis data will be copied from SAP to Remedy with read only access, twice a day.
Get key list
new or changed record
Sample Integration “Sales Order”
Get key list
new or changed record
N-Tuition Business Solutions AGSven Jerusalem, page 17
SAP Sales Order
Help Desk Forms:
SAP_Salesorder
ARS Linkfor SAP
event : create Sales Order
back : generated SO number
Sample Integration “Sales Order”Creating a Sales Order (ME51) from ARS in SAP:
This data exchange is event driven. By simply pressing a button in ARS, a record will be created in SAP. After processing the transaction in SAP R/3, the generated key will be sent back to ARS, to achieve a 1:1 relationship.
All data pertaining to Supplier, consignee and material being ordered has already been transferred from SAP and can be used for the Sales Order.
event : create Sales Order
back : generated SO number
N-Tuition Business Solutions AGSven Jerusalem, page 18
Sample Integration “Sales Order”
After processing in SAP, the Sales Order is closed in ARS :
SAP Sales Order
Help Desk Forms:
SAP_SalesorderARS Link for SAP
This data exchange is scheduled or event driven from SAP. Closed Sales Orders will be transferred to ARS.
Get key list
new or changed record
Get key list
new or changed record
N-Tuition Business Solutions AGSven Jerusalem, page 19
Sample Integration “Sales Order”
This sample integration is only to provide an overview of “what can” and “how to” integrate your processes with “ARS Link for SAP”.Of course, any process can be integrated between ARS and SAP R/3.
This sample integration can be deployed within a week.
N-Tuition Business Solutions AGSven Jerusalem, page 20
Reference
ARS 4.51 on Windows NT, SAP 4.6c on AIX, Client Windows NTTech. Environment
The implemented solution consists of a configurable communication between the standards BAPI, EIE, ARS Link for SAP (from N-Tuition). Base data like cost centers, employees, equipment, functional locations, locations and materials are replicated from SAP to ARS. This data combined with the data from ARS is used for creating service orders, sales orders, return orders, equipment etc. in SAP. This solution is configurable, bi-directional, event-driven and scheduled.
Solution
- Integration of SAP and ARS- Integration of processes, spread over several applications (Fault-
Management, Asset-Management, Problem-Management, Customer-Service)
Challenges
TelcoIndustrial sector
N-Tuition Business Solutions AGSven Jerusalem, page 21
Reference 2
ARS 4.51 on AIX, SAP 4.6c on AIX, Client Windows NTTech. Environment
The implemented solution consists of a configurable communication between the standards BAPI, EIE, ARS Link for SAP (from N-Tuition). Equipment base data with attached complex class data are replicated from SAP to ARS. This is an incremental data transfer. This data is used within ARS based Problem-Management. By occasional necessary occurring service orders, the problem ticket will be sent to SAP and blocked in ARS. If the service order is closed in SAP it will be sent back to ARS and unblocked. This solution is configurable, bi-directional, event-driven and scheduled.
Solution
- Integration of SAP and ARS- Configuration-Management is SAP based with a highly customized
class system.- Problem-Management is ARS based. Service Orders are handled in
SAP.
Challenges
InsuranceIndustrial sector
N-Tuition Business Solutions AGSven Jerusalem, page 22
Contact
If there are any unanswered questions, or further information is required:
Flash Demo: www.ntuition.de/en -> Service Portfolio -> Solutions Center