CC4 / ServiceNow - End-to-End User Guide
- Florijana Mehmeti
Introduction
Our Cross Connector is a Synchronization tool for ServiceNow that enables you to connect your ServiceNow Tickets (Incident Tasks or Change Tasks) with your SAP Solution Manager CRM ChaRM documents. This version of the Cross Connector builds the bridge between your ServiceNow instance and SAP Solution Manager.
Creation
In the All drop down Menu, go to CC4 → Incident → Create New or CC4 → Change Request → Create New and create either an Incident or a Change Request.
Thereupon, scroll to the bottom of the Incident or Change Request to view the Task relations:
Access the tab Change Tasks and press the button “New” to create a new Incident Task or Change Task.
Depending on what business rules you’ve implemented (either have every ServiceNow Task automatically synchronized to SolMan upon creation, or synchronize via a PPF-action button in the ServiceNow Task) you’ll be able to validate the successful synchronization in the “SolMan Fields” tab of your ServiceNow Task.
Here, you’ll be able to find the SolMan URL Jump In Link, which redirects you to the SAP Solution Manager Change Document just created. Usually the CRM Web UI will be used here but the Focused Build UI5 app can be used here as well if configured. The SolMan Ticket ID, as well as the SolMan GUID will be displayed in the details too.
At this moment in time it is not supported to send more than one attachment from SolMan to ServiceNow at a time.
Jump in URL
By clicking on the link mentioned above, you will be redirected to SAP Solution Manager landing on the page of your Change Document. Once in the Change Document, you’ll have a corresponding tab, the Cross Connector Integration Records, containing all relevant infos of the connected ServiceNow Task, as well as a Jump In URL leading straight back to the ServiceNow Task.
.
Status Synchronization
From ServiceNow to SAP Solution Manager
A status change in ServiceNow will trigger a status change in SolMan and the other way around. We start our process by executing the Jira Workflow Transition “In Progress” to change the status of the ticket to “In development”.
As the result the status changed in Jira and the Solution Manager.
From SAP Solution Manager to ServiceNow
The status change is also working in the other direction. The status that triggers the interface to communicate with Jira must be mapped in SAP Solution Manager.
See documentation: CC4 / ServiceNow - Set Up - SAP Side
After changing and saving the status in SAP Solution Manager ticket the status of the ServiceNow Task has also successfully changed. Of course, if a business rule is active allowing only for manual synchronization via a “sync” button, you have to trigger the sychronization manually first.
What to do when synchronization fails
If the synchronization went wrong you see a red synchronization status bar on the top of the ServiceNow Task and you’ll need to ask your project administrator to help you.
the most frequent reasons for an unsuccessful synchronization is a user blocking the connected SolMan document, when he/she’s in edit-mode.
One reason could be that someone is in the editing mode in the SAP Solution Manager ticket, which leads to the Cross Connector not being able to synchronize data.
Other problems can have their root cause in a false configuration, check this with your ServiceNow and Solution Manager Admins.
Please also have a look at the SAP Solution Manager ticket. You may find some helpful details in the ticket message log, the ticket text log or in the Cross Connector: Integration Records assignment block.
If logs in ServiceNow and SAP side are not helping, an administrator can activate and analyze a trace by using SAP transaction /n/IWFND/TRACES to find out what is going wrong.