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
    
    

    Open

    

    Click “New” to create a new user.

    Open

    

    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

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. Activation/Deactivation Business Rules (Automations)

• Navigate to All → System Definition → Business Rules:

• Filter for: Application  is CC4.

You can activate/deactivate BR as needed

4. Activation/Deactivation UI Actions (Buttons)

• Navigate to All → System Definition → UI Actions:

• Filter for: Application  is CC4.

You can activate/deactivate UI Action as needed.

5. Configuration Customizing

Required role: x_calmg_cc4.customizing_user

Go to All → CC4 → Customizing

Create new entries:

With “Parameter” you can select what to configure.

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

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

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)

5.2 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.

5.2.1 Host endpoint

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.

As a BETA version we offer the possibility to rewrite the extended url-endpoint to intermediate a middleware:

1. this middleware endpoint should forward to the OData-GET endpoint of SAP side; this will be used for all kind of synchronization actions

2. 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

3. 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:

Integration components on SolMan side required

o   SAP user with logon data

o   Endpoint url (to call into SAP system)

o   Access url (to open SolMan page)

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:

Is the configuration correct and a connection can be established to the SAP SolMan a pop-up with an info will come up:

If there is an error in the url or the logon data from the authentication profile an error message will come up:

5.2.2 Jump url

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”).

5.3 integration user

To trace (successful) inbound calls from SolMan in ServiceNow the definition of the integration user is required:

Enter the user_id of the technical user previously created (see CC4 / ServiceNow - ServiceNow Side - Set Up Prerequisites in ServiceNow | 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.

Step 2:

Open the Guided Setup “Configuration Guide CC4“ unter the “Configure products“ tab.

Step 3:

Click on Quick Start and start the setup.