PeopleSoft Maintenance Management Integration with PeopleSoft CRM and Third-Party Help Desk Applications
The Asset Repository Manager (ARM) stores the asset data for all ALM products. This asset data can be shared across PeopleSoft CRM, FMS (Financial Management System), SCM (Supply Chain Management), and PeopleSoft HCM (Human Capital Management) suites and with third-party applications. PeopleSoft Maintenance Management uses PeopleTools Integration Broker to integrate with PeopleSoft CRM Help Desk and third-party help desk applications. When a help desk agent receives a call or a self-service notification that involves a problem that the agent cannot resolve without the intervention of one or more technicians, the agent can create a work order directly from the help desk application. The help desk application can access the assets in PeopleSoft Asset Management and the problems in PeopleSoft Maintenance Management to create a work order with the appropriate shop, type, service group, and priority that are set up in PeopleSoft Maintenance Management. The help desk application maintains a history of all transactions that are sent to PeopleSoft Maintenance Management.
See PeopleSoft CRM Help Desk and Third-Party Help Desk Application Setup Considerations.