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Regular Contributor.. Regular Contributor..
Regular Contributor..
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Simplest way to integrate two Service Manager instances for ticket/information exchange

Hi,

We are implementing a new Service Manager 9.41 instance to manage a new technology that is being developped in our company. We also have an existing Service Manager 9.31 instance. When we go live, the business will use both. We would like to know what would be a good solution to exchange informaiton between the two SM ? We heard about Propel and its case exchange... but don't seem to be compatible with SM 9.31. Is there any other solutions ?

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Outstanding Contributor.
Outstanding Contributor.

HI

can you clarify which exact information you would like to exchange and how ? I am think about webservice via the extaccess tables but it would depend on what you want to do exactly

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Absent Member.. Absent Member..
Absent Member..

You can also try Connect-It. It offers integrations from webservice (extaccess) or Event services.  It ll be better to avoid backend sync as the ticket ids will likely be different for the two SM servers. 

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Regular Contributor.. Regular Contributor..
Regular Contributor..

Hi,

First priority would be to exchange information between IM tickets. May have to duplicate the IMs on both instances. We will have a service desk for each of the instances.  

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Regular Contributor.. Regular Contributor..
Regular Contributor..

Do you have any documentation on Connect IT ? And do you know about case exchange ? 

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Outstanding Contributor.. Outstanding Contributor..
Outstanding Contributor..

Have you considered using security folders / mandanten rules to separate out your existing SM, rather than standing up a new one? You can segregate access to tickets/information/everything in a single SM instance. It's not really an answer to your question, just something I'd think about.

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