Integration [515] - Micro Focus Enterprise Collaboration integration into Service Manager (SM - EC)

HP Enterprise Collaboration (EC) helps employees get more done by combining structured processes and unstructured discussions into organized, context-specific conversations on issues such as incidents or defects. Participants can easily contribute to conversations through EC, standard email or instant messages. In addition, every discussion is archived, creating an instantly searchable knowledge base. Best of all, EC can directly integrate with many popular HP and third-party tools, allowing staff to continue working in familiar applications.

By integrating with EC, HP Service Manager Collaboration (SM Collaboration) enables SM and non-SM users to collaborate in real time (or anytime) in the context of an Incident, Service Desk Interaction, Change, or Change Task. Non-SM users can participate in the conversation using the EC stand-alone web interface or using Microsoft Office Communicator/Lync. SM Collaboration suggests participants be invited to the conversation based on the context of a record, such as contact, configuration item (CI), service, or assignment group. You can also search users by email address or user name, and invite them to the conversation. The conversation is stored as a permanent part of the corresponding record.