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


Val

ue

Data

Objects

Process

protocolraw data

messages language

sense process-definition

Value of an integration (general)


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


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


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


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


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


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


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.


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


Setting the data exchange parameters


Field mapping


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


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


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


Get key list



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



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


Get key list




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.


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


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


Contact

If there are any unanswered questions, or further information is required:

[email protected]�

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