Anonymous_User Absent Member.
Absent Member.
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Can a "Master" ServiceDesk Install Import from 2+ Sandalone ServiceDeskInstances?

Hello All

We provide IT Support to many Novell Clients in Canada. We are in the
process of deciding on the Central Service Desk for our own Support Needs.

We've installed ServiceDesk at a couple of Novell clients and want to be
able to Have tickets generated at the client site to also be control
managed from our central ServiceDesk.

Scenario;

- Client User generates a new ticket on Client's local copy of ServiceDesk

- That same ticket is created in our instance of Service Desk

- Our support folks can update either instance (preferably our instance)
and the ticket is managed

- 2nd Client User generates a new ticket on their local copy of ServiceDesk

- That same ticket is created in our instance of Service Desk

- Our support folks can update either instance (preferably our instance)
and the ticket is managed

- So at the end there are respective tickets at client's own instance of
SD and in our SD we have a consolidated view of the SDs


Does anyone know if this is possible?

Thank You
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2 Replies
Anonymous_User Absent Member.
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Re: Can a "Master" ServiceDesk Install Import from 2+ Sandalone ServiceDesk

IDM,

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blartfast1 Absent Member.
Absent Member.

Re: Can a "Master" ServiceDesk Install Import from 2+ Sandal

You can use the APIs to sync incidents in the manner that you describe. You could also host a copy of Novell Service Desk at your premises that is then accessed by each of your customers. Each customer would be able to log / manage their own incidents and you would see everything.

If you want to discuss, please contact me on the email below

Jon Giffard
Senior Product Manager
Novell Service Desk
jgiffard@novell.com
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