SAP R/3 Remedy ARS Integration Version 5

ARS Link for SAP

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

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Value of an integration (general)

sense

processdefinition

Va lu e

Process
messages language

Objects
protocol

raw data

Data

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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 both systems. o With ARS Link for SAP both systems can be integrated seamlessly, saving both time and money.

fast ROI, low TCO

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Complementary advantages
SAP One source for business critical data. Enterprise wide integration of business processes Based on ERP best practices. ... Remedy ARS Simple workflow support Simple configuration and maintenance Flexible customizing of Look&Feel Available best practice at Customer Service area ...

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Company scenario

SAP R/3. SAP R/3.

SAP R/3. SAP R/3.

SCM

HR
SAP R/3 SAP R/3

ARS ARS

CRM

SAP R/3. SAP R/3.

Manufacturing

Finance & Controlling

ARS ARS

ARS ARS

Field Service
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IT Services

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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

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Architecture
SAP ABAP code
BAPI

Configuration Application
AR-API

SAP R/3
BAPIs communicate with the SAP modules

ARS Link for SAP

ARS Server
The configuration in ARS determines, which data will be transferred.

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ARS Server

Client

Konfiguration Configuration
AR DB C

Online Online Query Query

qevent-driven qbi-directional qreal time qselective list

Get Get
qscheduled qbi-directional qbatch qincremental transfer

API

AP I

Put Put
qscheduled qevent-driven qbi-directional qsingle record

BAPI

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ARS Link for SAP from N-Tuition

Technical environment o o o o ARS Version 3.0 or higher Online Query / ARDBC Version 5.0 or higher SAP R/3 Version 3.x or higher 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 o o o Only one SAP R/3 user is needed for access. No installation of SAP components required. No SAP customizing or programming required. ARS Link for SAP is not affected by SAP updates.

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Customizing
There are only a few steps required to add new functionality :
o Select the BAPI's which support the integration process.
o o o o o Prepare the ARS form for the integration process. Follow the simple instructions in the documentation to configure. Set the data exchange parameters in ARS Map the desired fields with menus. Run the integration

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Setting the data exchange parameters

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Field mapping

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Sample Integration Sales Order

Entire process Sales Order :

Process 1: Select a customer from SAP master data (Online Query)

ARS Form

Other data

Process 3: Create Sales Order in SAP Process 3: Return the created number (PUT) Process 4: Close Sales Order in ARS (GET)

SAP Dynpro

Material data reference Process 2: Receive material data from SAP (GET)

Other data

ARS Form
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Sample Integration Sales Order

Query online the customer masters data from SAP:
Get selection list

Help Desk
Forms: SAP_Customer

Search with wildcards

ARS Link for SAP (Online Query / ARDBC)

Search with wildcards

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.
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SAP Transactions: CO / debitors creditors

Get selection list

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Sample Integration Sales Order

Receiving material data for Sales Order:
Get key list

Help Desk
Forms: SAP_Material

new or changed record

ARS Link for SAP (GET)

new or changed record

Scheduled, e.g. basis data will be copied from SAP to Remedy with read only access, twice a day.

SAP Transaction: MM / Material Management

Get key list

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Sample Integration Sales Order

Creating a Sales Order (ME51) from ARS in SAP:
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

Help Desk
Forms: SAP_Salesorder

ARS Link for 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.

event : create Sales Order

SAP Sales Order

back : generated SO number

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Sample Integration Sales Order

After processing in SAP, the Sales Order is closed in ARS :
Get key list

Help Desk
Forms: SAP_Salesorder

new or changed record

ARS Link for SAP

new or changed record

This data exchange is scheduled or event driven from SAP. Closed Sales Orders will be transferred to ARS.

SAP Sales Order

Get key list

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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.

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Reference
Industrial sector Challenges Telco Integration of SAP and ARS Integration of processes, spread over several applications (FaultManagement, Asset-Management, Problem-Management, Customer-Service) The implemented solution consists of a configurable communication between the standards BAPI, EIE, ARS Link for SAP (from NTuition). 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

Tech. Environment

ARS 4.51 on Windows NT, SAP 4.6c on AIX, Client Windows NT

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Reference 2
Industrial sector Challenges Insurance 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. The implemented solution consists of a configurable communication between the standards BAPI, EIE, ARS Link for SAP (from NTuition). 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. ARS 4.51 on AIX, SAP 4.6c on AIX, Client Windows NT

Tech. Environment

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Contact

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

info@ntuition.de
Flash Demo: www.ntuition.de/en -> Service Portfolio -> Solutions Center

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