In SAP, we have thousands of transactions—some out-of-the-box and some custom (Z-transactions). We treat “bundles of transactions” as a kind of “virtual application,” to which we assign a support group.
In ServiceNow CSDM, I’m struggling to find the right level of abstraction for representing these transactions. From an end-user perspective, someone might report an issue with a specific transaction (e.g., ME21N). The User or Service Desk agent should be able to enter this transaction, and based on that information, the system should route the incident to the correct assignment group.
The challenge: the same transaction can belong to multiple “virtual applications.” For example:
- VirtualApp1: Order processing for purchased parts/services
Transactions: CV02N, ME2xN, ME25, ME2x, ME80, ML8xN, etc. - VirtualApp2: Internal Transfer Process
Transactions: ME2XN, VL06I, VL10B, ZERM59, and many Z-transactions.
Question: What is the correct way to model this in CSDM 5.0? Should transactions be represented as Configuration Items (CIs) - which class?, Service Instances, or something else? How do we handle routing when a transaction is used in multiple contexts?
in the CSDM Model examples I only find a very common perspective instance-driven, but not really practical for SAP ERP/ECC use cases.
Thanks in advance for any shared experience!
