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• You need a technical user on SNOW side for communication from SAP Solution Manager to SNOW.

• Logon to your SNOW Instance with the technical user

  • Please check the logon to your SNOW Instance with the technical user created in the step before.

• Verify authorizations

  • Access to Incident Mangement & Change Management in SNOW
    Verify that you can access the areas where you want to use CC4.

  • Create and edit tickets of type Change Request, Incident, Change Task and Incident Task.
    Verify that you can create, edit and read tickets of type Change Request, Incident, Change Task and Incident Task.

  • Call API for reading ticket details
    Verify that you are able to call API for reading ticket details by using a Browser. Ensure that you logged into the SNOW instance beforehand.https://<host>:port/rest/api/latest/issue/<issue-key>. If you have the browse URL in your hand, you just have to replace “/browse/” by “/rest/api/latest/issue/”Required role: Admin

  • Go to All → System Security → Users and Groups → Users

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    Click “New” to create a new user.

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    Make sure “Internal Integration User” is selected and a password is set.

    This users logon will be needed for the definition of the RFC destination on SAP side.

Create API token

Go to your Jira Account Settings with the technical user→ Security → API Token
or use the link https://id.atlassian.com/manage-profile/security/api-tokens

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Import Automations

You find a connection test automation attached below to make sure your connection is working. You get a file with templates for 3 further automations after reaching out https://crossalm2.atlassian.net/servicedesk/customer/portal/6.

• Connection Test

• Create issue

• Change status

• Change fields

Please import these automations in your Jira project by going to the system settings and choosing “Global Automation”.

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Afterwards choose the three dots in the right corner and “Import rules”

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Configure Automations

After importing the automations you need to adapt some sections.

In every automation please change the following components if available:

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“Initiator is not”
Insert your technical Jira user in “Criteria”

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“Then: Create variable”
Insert the domain of your Solution Manager System including port e.g. “sap.solman.com:443”

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Create RFC Destination to SNOW

• Open transaction SM59 and Edit → Create.

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• Name: <Whatever you want> (Proposal: SNOW)

• Type: G HTTP Connection to external server

• Technical Settings

  • Host: <Host of SNOW Instance>
    (You can find host and port of your SNOW instance in your URL address bar of your internet browser when logging into or working with SNOW)

  • Port: 443
    (For HTTPS or 80 for HTTP or whatever is used in your landscape.)

  • Path: Empty

• Logon & Security

  • Authentication: Basic

  • Username: SNOW-technical user with admin roles (or technical user with similiar authorizations)

    • (see also https://crossalm2.atlassian.net/wiki/spaces/

  CC4C

  • • JSMI/pages/

  6444187663

  • • 6493995014/CC4

  +Cloud

  • • +-+

  Set+up+-+SAP+Side#Create-a

  • • ServiceNow+Draft#Create-technical-

  service-user-or-choose-an-existing-user

Please be aware that Basic Authentication is used here, this means the value of the header needs to be Base64 encrypted.

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• “And: Send web request POST”
  Adapt the client in the “Web request URL” and fill in the password from above in the authorization field here too and exchange the “IVEXTSYSGUID” with the name of your configuration profile from SAP Solution Manager, find documentation on https://crossalm2.atlassian.net/wiki/spaces/CC4C/pages/6444187663/CC4+Cloud+-+Set+up+-+SAP+Side#Create-a-configuration-profile
  

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Check connection

After you passed the steps https://crossalm2.atlassian.net/wiki/pages/resumedraft.action?draftId=6444548121 and /wiki/spaces/CC4C/pages/6444187663 please check your connection with the “Connection Test” Automation in Jira.

To run the rule go to your Jira Project Settings again and open the “Connection Test Automation”.

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Then run the rule and check the results in the Audit log.

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• • • User)

  • Password:<the user's password>

  • Security: SSL with Certificate stored in DEFAULT SSL Client secure store

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• Please test your connection:

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If you receive an HTTP status code 200 the connection is working. If you receive an error message, please verify host, port, username and password. Please ensure that a valid certificate is uploaded to STRUST.

Check connection