SMAX-SAP Solution Manager integration 1.0

In SMAX:

1. An end user raises a support request via the self-service portal in SMAX.
2. The system creates an incident from the support request, and the incident is automatically classified, assigned, and sent to SAP Solution Manager.
3. Any new information in the SMAX ticket is forwarded to SAP.
4. The system refreshes the ticket in SMAX with the latest details from SAP Solution Manager.
5. The agent is able to access the Incident in SAP Solution Manager via a URL.
6. The incident is closed manually in SMAX, according to the details from SAP Solution Manager.
7. The end user is informed accordingly and can accept or reject the solution proposal.

In SAP Solution Manager:

1. SAP Solution Manager is receiving the Incident details and a new ticket is created.
2. The SAP agent is handling the ticket, and recent conversations and actual status are pulled into SMAX.
3. Once the SAP agent has documented a solution proposal, the SMAX ticket automatically enters the Validation phase.