Hi
Is it possible to create controls to a SAP environment in Unified Service Desk.
I need to view Order history on a customer in SAP in one USD tab, and Dynamics CRM Account data in another USD tab?
Additionally I need the information based on a CTI integration, so that these screens pop-up when the customer calls.
Is this even possible using USD?
Thanks.
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Hi Jacob,
Did you manage to integrate properly with SAP? We have a similar requirement.
/Thomas
Hi Jacob. Based on your requirements, I think it would be easier if you'd go for a third party CTI instead. A screen pop-up or floating UI is one of Tenfold's main feature. Here you go. www.tenfold.com/.../dynamics
Neil is your USD man neilparkhurst.com/.../unified-service-desk
Joe
Very good, thanks a lot. Do you by any chance know where I can find further information apart from Technet's descriptions on USD? Maybe in a blog by someone who did this before?
I have not been able to find much description.
Yes, for sure it is possible in USD, but of course you have to do some hard work. CTI Integration & screen pop up depends on the your cti provider.
SAP integration - Are you talking about SAP Web interface or SAP Application installed in local machine ? I think if it is SAP Web interface then the work is less when you compare with SAP application. I believe SAP app is based on JAVA, so you need to work with Java access bridge & Windows access bridge to hold control on Java based apps. You can use Java Monkey kind of tool and get the control names in the application, use them inside your UII Adapter to do the automation. Although my past experience with Java apps inside USD is not so good, but there are people who did some nice integration with them.
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