General information
| Scenario | SOLMAN | |
|---|---|---|
| Implementing class | /INT4/IFTT_CM_SOLMAN | |
| XSLT1 | RequestGuid.xslt | Incident Guid request |
| XSLT2 | RequestSystemGuid.xslt | System Guid Request |
| XSLT3 | ProcessIncident.xslt | Request creating incident |
| XSLT4 | ReadCompleteIncident.xslt | Request reading incident status |
| XSLT5 | CloseIncident.xslt | Request closing incident |
| XSLT6 | AddInfo.xslt | Request adding infos (texts and urls) to incident |
ICT_SERVICE_DESK_API Configuration
To enable integration between IFTT and SolMan, you need to activate ICT_SERVICE_DESK_API.
All necessary steps are described in links:
- https://blogs.sap.com/2015/03/11/how-to-create-incident-in-solution-manager-71-from-the-soapui-or-any-other-external-application/
- https://blogs.sap.com/2013/03/09/activating-ictservicedeskapi-in-71/
...
Go to transaction SPRO and go to SAP Solution Manager → Capabilities (Optional) → IT Service Management → External Integration → External Service Desk → Web Service - based Configuration:
- Create the technical user that will be used to call the web service and assign the following roles:
- SAP_CM_MANAGED_ADMIN
- SAP_SMWORK_CHANGE_MAN
- SAP_SMWORK_INCIDENT_MAN
- SAP_SMWORK_SM_ADMIN
- SAP_SUPPDESK_CREATE
- SAP_SM_CRM_UIU_SOLMANPRO
- SAP_SM_CRM_UIU_SOLMANPRO_CREA
- SAP_SM_CRM_UIU_SOLMANREQU
- Activate service ICT_SERVICE_DESK_API in the transaction SICF
- Configure the service provider for the service ICT_SERVICE_DESK_API in SOAMANAGER
- Configure Service Consumer. If the application has the SOAP API, provide the WSDL
Add a new entry in table ICT_SYSCONF :
...
via tcode ICTCONF:
- Logical port - port you defined in step 4 of activating ICT_SERVICE_DESK_API
- Name - type any name you like
Next The next step is to define value mapping:
...
External Service Desk ID is the GUID from ICT_SYSCONF.
XSLT Configuration
To send valid requests to SolMan ICT_SERVICEDESK_API, you need to configure XSLTs in transaction /INT4/IFTT_IMG → Run Configuration wizard → Maintain Change Management Integration. Add a new record:
You need to upload proper XSLTs to matching fields.
The great advantage is that the user is enabled to modify information passed to SolMan by changing XSLTs.
| XSLT1 | RequestGuid.xslt | No configuration |
|---|---|---|
| XSLT2 | RequestSystemGuid.xslt | No configuration |
| XSLT3 | ProcessIncident.xslt |
Remember, that <IctPerson> has to exists and all fields <PersonId> and <Langauage> have to contain the same values. |
| XSLT4 | ReadCompleteIncident.xslt | NECESSARY: Insert generated Guid from ICT_SYSCONF into <SystemGuid> field |
| XSLT5 | CloseIncident.xslt | NECESSARY: Insert generated Guid from ICT_SYSCONF into <RequesterGuid> field Regarding the rest of the fields - refer to the XSLT3 description |
| XSLT6 | AddInfo.xslt | NECESSARY: Insert generated Guid from ICT_SYSCONF into <RequesterGuid> field Regarding the rest of the fields - refer to the XSLT3 description |
Usage
When you go to SolMan to the specific incident:
- In Description you will see what was typed in <ShortDescription> in ProcessIncident.xslt.
- Reported by is assigned to <PersonId> in ProcessIncident.xslt
- Priority is <Priority> in ProcessIncident.xslt
In text section you will see Information typed in <Texts> → <item> in ProcessIncident.xslt when incident is created, in AddInfo.xslt when incident is updated:
- SOL_EXT_SERV is a technical user defined earlier
- 0000000141 is <PersonId> from the request
In the Attachments section, you will see URLs linked to test case report in IFTT:
