Configuring SAP® Integration

about the sap integration docid\ vyefaa4nfamywsatd of editing the service desk layout docid\ vyefaa4nfamywsatd of setting up the incident priority field docid\ vyefaa4nfamywsatd of creating and linking the api key to the key group docid\ vyefaa4nfamywsatd of adding sap integration information docid\ vyefaa4nfamywsatd of configuring sap® solution manager settings docid\ oz1n8dd4bchyzqula54hjconfiguring the sap solution manager docid\ oz1n8dd4bchyzqula54hjtroubleshooting the sap solution manager integration docid\ oz1n8dd4bchyzqula54hjreference information docid\ oz1n8dd4bchyzqula54hj about the sap integration supports the integration of sap solution manager with this allows you to synchronize incident messages created in sap with basic authentication is used between the two systems after setting up the sap integration, you can do the following automatically replicate sap incidents to (and vice versa from to sap) based on team assignments bidirectionally synchronize certain content for incidents, such as contact details, description, journal, and resolution information verify or reject solutions between the systems (sap and ) close tickets and update the status of corresponding incident tickets users in both sap and can view corresponding ticket numbers create employees automatically in sap solution manager and if the information does not already exist multi tenant support allows tenants to define their own sap endpoints, authentication, and configuration use the following checklist to ensure that you have completed all of the necessary steps to set up and configure your application for the integration from both and sap solution manager install the sap package for ensure that the sap integration package has been installed for your tenant or on premise instance for installation information, refer to using the ivanti neurons for itsm development project docid\ lukwwirn8rljziea6n14h and managing packages docid\ xfnoupmwh2dqnecimxo0a after you create a project, you can import additional business objects to allow for integration configurations configure an employee team for sap see creating a team docid\ rhiuxkfvzigdx2bdot3xu for more information set up the service desk layout for sap add the sap incident details to the incident layout see editing the service desk layout docid\ vyefaa4nfamywsatd of map the sap incident priority this maps the sap priority schema to the priority schema see setting up the incident priority field docid\ vyefaa4nfamywsatd of create and link an api key to the key group this allows other systems to communicate securely with using a defined user and a role see creating and linking the api key to the key group docid\ vyefaa4nfamywsatd of add sap integration information edit the information as indicated to allow for the integration see adding sap integration information docid\ vyefaa4nfamywsatd of sap solution manager configurations configure refer to the knowledge base article by infinisource for information about sap configurations editing the service desk layout from the configuration console, click build > business objects to open the business objects workspace open the incident business object click the layouts tab select the incidentlayout servicedesk layout you can also edit the layouts that are being used to manage your service desk click formview in the child panels section, click add child panel for the new child panel, add the followng information column title task display name the name of the new child panel object the business object to which this child panel relates in the formview child panel relationship editor dialog box, for the direct relationship field, select incident (via to itself) click save in the confirmation dialog box, click yes form(s) the forms related to this child panel under use this form , select incidentdetails sapdetails and click ok initially visible specifies if this child panel is initially visible since not all forms require sap, you can hide the form until needed by entering false in the expression editor set any other parameters as needed such as moving the tab (by dragging) to the desired location click save setting up the incident priority field from the configuration console, click build > business objects to open the business objects workspace open the incident priority business object click the fields tab verify that the sapincidentpriority field is available you will map this field to the incident priority form if the field is available, continue to the next step click the forms tab click the incidentpriority form from the left pane, expand incident priority > fields drag the sap incident priority field to the right pane this maps the priority between the and sap incidents click save creating and linking the api key to the key group from the configuration console, click configure > security controls > api keys to open the api keys workspace click add key group enter a name (such as sap integration ) and add a description click save key group click back to return to the api keys workspace select the key that you just created from the api keys pane, click add api key enter information into the fields field description description contains information about the api key on behalf of specifies the user who is used when sap communicates with the api this is usually the administrator in role specifies the user role this is usually the administrator click save key click back to return to the api keys workspace adding sap integration information from the configuration console, click extend > sap integration to open the sap integration workspace enter the following information field description enter heat system guid the guid enter the information from the sap configuration enter sap guid the sap guid enter the information from the sap configuration select api key the api key enter the sap integration api key that you created in creating and linking the api key to the key group docid\ vyefaa4nfamywsatd of basic authentication to call heat web service (used from sap) user name the user name to use with the integration creates a user name and password for customers (to use with sap solution manager) to access the sap integration service password the password associated with the user name to use with the integration creates a user name and password for customers (to use with sap solution manager) to access the sap integration service basic authentication to call sap web service sap wsdl location the url for the sap web services user name the user name used to access the sap api these are created from sap solution manager and used by during integration password the password associated with the user name used to access the sap api these are created from sap solution manager and used by during integration miscellaneous default language the default language such as en for english, de for german, and so on this information is entered automatically based on the sap installation package but you can change it process incident template for creating incident the template created for sap incidents replicate incident template for creating incident this information is entered automatically based on the sap installation package but you can change it verify solution incident status specifies the status that, if entered for an incident, allows the incident to be verified select resolved this information is entered automatically based on the sap installation package but you can change it reject solution incident status specifies the status that, if entered for an incident, allows the incident to not be closed select active this information is entered automatically based on the sap installation package but you can change it closed incident status specifies the status that, if entered for an incident, allows the incident to be closed select closed this information is entered automatically based on the sap installation package but you can change it click save