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Before starting the ServiceNow configurations, please make sure you have admin roles in ServiceNow |
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Refer to Section 6, "Guided Setup," for assistance with setting up the configuration. |
1. Create a technical user or choose an existing user
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5. Configuration Customizing
After installing the application, there will be some demo data for the configuration of the payloads (“parameter” set to *_payload)
Required role: x_calmg_cc4.customizing_user
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With “Parameter” you can select what to configure.
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After installing the application, there will be some demo data for the configuration of the payloads (“parameter” set to *_payload). But first we concentrate on the configuration of some last technical base information.
5.1 Configuration ext_sys_guid
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configuring the ext_sys_guid is not necessary if the payloads for the tasks (incident task or change task) contain a GUID attribute. |
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This will address the given configuration profile and is the default value for all tickets, unless redefined in specific payload definition (see section 3.3.2)
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5.2
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Configuration URLs
“host endpoint” and “jump url” are required to enable the communication to the SAP system and creation of a jump-link to the connected ticket.
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5.2.1 Host endpoint
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Select host endpoint for Parameter and enter the url to your SAP instance in Value.
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Please use https:// to ensure security.
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As a BETA version we offer the possibility to rewrite the extended url-endpoint to intermediate a middleware:
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this middleware endpoint should forward to the OData-GET endpoint of SAP side; this will be used for all kind of synchronization actions
this middleware endpoint should forward to OData status-update endpoint (PUT ISUPDATESTATUSSET); it will only be used to trigger a status change on SAP side
this middleware endpoint should forward to OData field-update endpoint (POST ISCREATESET); it will be used to trigger creation of a ticket or update common field values
Connection Check
To ensure a connection to the SAP Solution Manager there are some components and an additional configuration on SAP side required before a connection can be established between ServiceNow and SolMan:
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To configure the above, please follow the SAP-side configuration instructions |
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Testing the Connection
To ensure successful configuration of the host endpoint url (and implicitly Authentication profile) you can click the “Check Connection” button after creating the entry in Customizings:
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Please check the troubleshooting & support section for help. |
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5.2.2
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Jump url
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Select jump url for Parameter and enter the url of your SAP instance in Value.
Your url may look something like https:// <instance name>.sap.<firm name>.com:<port> (most likely will the port differ from the url in “host endpoint”).
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5.3 integration user
To trace (successful) inbound calls from SolMan in ServiceNow the definition of the integration user is required:
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Enter the user_id of the technical user previously created (see https://crossalm2.atlassian.net/wiki/spaces/JXFB/pages/edit-v2/6894452756#1.-Create-a-technical-user-or-choose-an-existing-user).
Configuration Payloads
For a detailed description see next page CC4 / ServiceNow- ServiceNow Side - Payload configuration
6 Guided Setup
For assistance in setting up the configuration on the ServiceNow side, you can refer to the Guided Setup. This guide will assist you by providing a step-by-step guide and navigating you to the specific ServiceNow pages where the customization has to be done.
Step 1:
Open the Guided Setup module.
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Step 2:
Open the Guided Setup “Configuration Guide CC4“ unter the “Configure products“ tab.
Step 3:
Click on Quick Start and start the setup.
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