The OTRS SolMan connector allows synchronization of transaction data between OTRS and the SAP Solution Manager. An important precondition is, that the deployed SAP Solution Manager is able to communicate via Web service.
While OTRS supports the Service Desk as a first point of contact for internal customers reporting inquiries and service requests, the SAP Solution Manager is typically used for SAP change management or for software or configuration changes. With the integration of the two systems, formerly manual processes can be automated. When a customer applies for a new SAP user account via OTRS, all needed information will be collected within OTRS and automatically transferred to SAP. The OTRS SolMan connector arranges the transfer of detected data via web service and generates a transaction within the SAP Solution Manager. This ensures increased visibility for the service desk and customer.