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Service Desk & Peregrine Service Centre Integration

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Krishna_Sathya
Regular Collector

Service Desk & Peregrine Service Centre Integration

Hi !

I wanted to know if HPSD 4.5 & Peregrine Service Centre 6.1 can be integrated. What we are looking at is to update the Ticket status in both the products. A trouble Ticket is being generated in HPSD, which in turn is creating a TT in Service centre, when the Service Centre TT is closed the ticket status should be updated in HPSD as well.

Thanks in advance.
4 REPLIES

Re: Service Desk & Peregrine Service Centre Integration

Certainly the products can be integrated albeit manually.

The method I suggest is a combination of the following:

SD to SC- use SD business rules to fire a RAD application that updates SC.

SC to SC- use a stored query to trigger the sd_event application based on certain triggers. The alternative is to compile a RAD application that would also run sd_event.


Storage of the SD item type and ID needs to be stored in SC and vice-versa.

I would estimate quite some time in generating this integration.

The alternative is to wait for the "Service Manager" product, I believe it's not that far away ;)
JaS_4
Honored Contributor

Re: Service Desk & Peregrine Service Centre Integration

Have a look at the Openview online manuals for the product Connect-IT. It suppose to help integrate SD and AssetCentre. It may include Service Centre as well.
Carol Hibbard
Honored Contributor

Re: Service Desk & Peregrine Service Centre Integration

You might be able to take advantage of this Web Services interface for SD:
http://devresource.hp.com/drc/technical_white_papers/ovsdsb/index.jsp
Krishna_Sathya
Regular Collector

Re: Service Desk & Peregrine Service Centre Integration

Thank you all for your prompt responses. Jas I am aware about the Connect-It integration Pack that's avilable. What I wanted to know was that if this could help me in updating the ticket status in both the products.

Would be very obliged if I could get the steps involved as we have very less time in our hands for this integration to be completed.

Thanks in advance.
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