Int4 Suite Documentation
Int4 Suite Documentation
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SolMan

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:

  1. https://blogs.sap.com/2015/03/11/how-to-create-incident-in-solution-manager-71-from-the-soapui-or-any-other-external-application/

  2. 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:

image2019-3-20_11-32-42.png

  1. Create the technical user that will be used to call the web service and assign the following roles:

    1. SAP_CM_MANAGED_ADMIN

    2. SAP_SMWORK_CHANGE_MAN

    3. SAP_SMWORK_INCIDENT_MAN

    4. SAP_SMWORK_SM_ADMIN

    5. SAP_SUPPDESK_CREATE

    6. SAP_SM_CRM_UIU_SOLMANPRO

    7. SAP_SM_CRM_UIU_SOLMANPRO_CREA

    8. SAP_SM_CRM_UIU_SOLMANREQU

  2. Activate service ICT_SERVICE_DESK_API in the transaction SICF

  3. Configure the service provider for the service ICT_SERVICE_DESK_API in SOAMANAGER

  4. Configure Service Consumer. If the application has the SOAP API, provide the WSDL image2019-3-20_11-29-53.png


Add a new entry in table ICT_SYSCONF via tcode ICTCONF:

image2020-8-10_12-33-4.png

  • Logical port - port you defined in step 4 of activating ICT_SERVICE_DESK_API

  • Name - type any name you like

The next step is to define value mapping:

image2019-3-20_11-41-34.png

image2019-3-20_11-42-7.png

Fill entries as provided on the screenshot:

image2019-3-20_11-43-1.png

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:

image2020-8-7_17-45-34.png

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

  1. Insert generated Guid from  ICT_SYSCONF into <RequesterGuid> field

  2. Insert number of reporter in SolMan into <ReporterId> 

  3. Insert short description into <ShortDescription> (max 40. signs) - you can use function 'substring', ex. substring(TEST_RESULTS/_-INT4_-IFTT_ST_TC_RES[1]/DESCR,1,40)

  4. Insert incident priority in <Priority>

  5. Inser language in <Language>

  6. Insert requested begin and end of incident  in <RequestedBegin> and <RequestedEnd> in format YYYYMMDD

  7. Inser value into <IctId>

  8. Insert <PersonId> from <ReporterId>

  9. <PersonIdExt> may remain 'dumy'

  10. Insert <FirstName> and <LastName>

  11. Insert <Email> of IctPerson. It is essential that <IctPersons> exists in the query. Otherwise, webservice throws an error

  12. Insert 'SU99' into <TestType>

  13. Under <Texts> → <item> insert any description you want. You can use fields provided in structure /int4/iftt_st_tc_res.

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:

image2019-3-20_14-23-48.png

  • 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:

image2019-3-20_14-28-22.png

  • 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:

image2019-3-20_14-30-6.png