SAP Solution Manager ChaRM/SNOW Integration

[scottdw]

Hi all ...

I am new here, and I am also somewhat new to Service Now.   I was exposed to it a few years ago, and there were many things I really liked about it, and some things I did not (it was due to it being hosted, and the configuration was locked down).

Today, the company I work for is entering the 2nd phase on the SNOW implementation, and it is focused heavily on Incident and Change Management.   We are exploring the idea of communication between SAP Solution Manager ChaRM and Service Now as a way of automating the transport tracking from SAP, and populating that information into a change request in SNOW.

Instead of blazing a new, uncharted course in this area, I am hoping that some folks here have already made this journey.   I am looking for ideas, advice and perhaps some mentoring on this.

Sorry to be so brief on this, but I wanted to start the dialogue.

Thanks in advance!

Scott Watson

[scottdw]

We were able to integrate ChaRM and ServiceNow change tickets, but it has its quirks.  We use a custom field in ChaRM to link the change ticket and ChaRM document.  We have a special tab in Change Tickets that lists the ChaRM, but if we withdraw a ChaRM, the ChaRM number does not get removed from the change ticket.

We are still working things out, eventually we want to use approvals in change tickets to trigger movement of ChaRM through the various phases in the ChaRM cycle.

[lesleyklinger]

Scott - I would love to chat with you to understand your lessons learned.  Please let me know if you are amenable and I'll schedule some time.

Thank you - Lesley -LesleyKlinger@hersheys.com

[SusanWinKY]

Hi Scott,

Would you give more details about what you did?  Is this a REST API integration you built?

[Samyak Jain2]

Hi Scottdw,

If you are having any document can you please share with me?

[lesleyklinger]

thank you all for your info.  are any of you at knowledge19?  I would love to catch up