Help me to Integrate ServiceNow and Solution Manager (SOLMAN SAP) using REST API.

Nachiket Sathe
Kilo Explorer

‎08-13-2018 03:31 AM

Help me to Integrate ServiceNow and Solution Manager (SOLMAN SAP) using REST API. 

Below are few details:

ServiceNow Version : Kingstom
SOLMAN Version : 7.2 SP05

We only want to create incident in ServiceNow when SOLMAN tool generate an alert.

Also SOLMAN tool can be access through Citrix or Client Private network. Do we need to open any port to outbound it?

What are field do we need to map with ServiceNow and what are the credential required from SOLMAN end?
Kindly help. Thanks in advance.

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Raj68
Mega Guru

‎08-13-2018 03:57 AM

Hi !!

Go through below link may be it will help you to achieve the solution of your issue.

 

https://sta-technologies.com/integrate-servicenow-and-sap/

 

Thanks

Raj Patel

DXSherpa

(Hit Helpful/Correct on basis of impact)

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Nachiket Sathe
Kilo Explorer
In response to Raj68

‎09-19-2018 04:22 AM

Hi Raj,

 

We need to integrate Soluton manager and ServiceNow using REST API and not any third party plugin.

 

If you know any process please let me know. It will be really helpful.

 

Thanks.

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Raj68
Mega Guru
In response to Nachiket Sathe

‎09-19-2018 05:21 AM

Hi Nachiket,

 

what you are doing means you are consuming or publish.

 

 

Regards,

Raj

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Raj68
Mega Guru
In response to Raj68

‎09-19-2018 05:31 AM

Hi Nacheket,

please go throughbelow text may be it will help you:

Working together with an External Help Desk

 

Use this process if your support organization has several support levels. Your SAP experts support SAP applications in the SAP Solution Manager Help Desk. You can use an external help desk from a third-party supplier to support non-SAP applications and to report general IT incidents. This process describes how the two help desks work together.

IT Service Management in SAP Solution Manager can use several external help desks.

Prerequisites

  • You have configured SAP Solution Manager IT Service Management.

  • You have assigned the appropriate user role to the users:

    For more information, see the SAP Solution Manager Security Guide in the SAP Service Marketplace, under   http://service.sap.com/instguides   SAP Components   SAP Solution Manager <current release>  , under 4 Operations.

  • You have connected an external help desk to your SAP Solution Manager system.

  • You have displayed the assignment block External Help Desk in the WebClient UI.

Process

Scenario A: Starting from the External Help Desk

  1. The customer, user, or reporter reports an incident in the external help desk.

  2. A member of the support unit responsible processes the message in the external help desk.

  3. The external help desk staff classify the message as an SAP application problem and forward it to the SAP Solution Manager IT Service Management.

  4. The system creates a corresponding message in SAP Solution Manager.

  5. The SAP expert processes the message in SAP Solution Manager.

  6. If necessary, the external help desk staff send additional processing information.

    The system copies the information automatically.

  7. The SAP expert sends the message back to the external help desk with a proposed solution or for further processing.

  8. The external help desk processor puts the message back in processing.

  9. The external help desk processor sends the message to the reporter with a proposed solution.

  10. The reporter tests and confirms the solution.

    The system closes the message in both the external help desk and SAP Solution Manager.

Scenario B: Starting from IT Service Management in SAP Solution Manager

  1. The customer, user, or problem reporter reports an incident in SAP Solution Manager.

  2. An SAP expert processes the message in SAP Solution Manager.

  3. The SAP expert decides that the message is not an SAP application problem, and forwards it to the external help desk.

  4. The system creates a corresponding message in the external help desk. SAP Solution Manager shows the processing status of the message as In External Processing.

  5. The external help desk staff process the message in the external help desk.

  6. If necessary, the SAP expert sends additional processing information.

  7. The external help desk staff send the message back to SAP Solution Manager, with a proposed solution, or for further processing.

    The system updates the message in SAP Solution Manager.

  8. The SAP expert processes the message in SAP Solution Manager again.

  9. The SAP expert sends the message to the reporter, with a proposed solution.

  10. The reporter tests and confirms the solution.

    The system closes the message in both the external help desk and SAP Solution Manager.

 

 

NOTE: Mark correct or helpful if it helps you.

 

 

Warm Regards,

Raj patel

 

tamasholics
Giga Contributor

‎10-25-2018 11:38 AM

Hi Nachiket,

 

You can see a detailed post about creating ServiceNow incidents for SolMan alerts: https://sta-technologies.com/integration-of-itsm-platforms-with-solution-manager-monitoring-and-aler...

 

There is a video as well:

Cheers,

Tamás

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