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1. Create a technical user or choose an existing user

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

  • Logon to your ServiceNow Instance with the technical user

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

  • Verify authorizations

    • Required role: Admin

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

      Click “New” to create a new user.

      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.

2. Configuration REST Message

Required Roles: admin or web_service_admin.

Go to All → System Web Services → Outbound → REST Message

Look for CC4_rest and open the record.

Choose under tab Authetification

  • Authentification type - Basic

  • Basic auth profile - create a authentification profile with SAP logon user and password

3. 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

Go to All → CC4 → Customizing

Create new entries:

With “Parameter” you can select what to configure.

 

3.1. Configuration ext_sys_guid

The ext_sys_guid defines the name of the configuration profile on SAP-side.

image-20240801-081207.png

Choose “ext_sys_guid” for Parameter and enter as Value the name of your SAP-side configuration profile.

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)

 

3.2. 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.

 

3.2.1 Host endpoint

image-20240801-081440.png

Select host endpoint for Parameter and enter the url to your SAP instance in Value.

Your url may look something like https:// <instance name>.sap.<firm name>.com:<port>.

Please use https:// to ensure security.

3.2.2. Jump url

image-20240801-081536.png

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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