---
title: Configuring SAP® Integration
slug: neurons-for-itsm/admin-user-help/enu/latest/configuring-sapr-integration
createdAt: 2026-07-14T19:16:28.014Z
---
- [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\:oZ1N8dd4bchYzqulA54HJ)
- [Configuring the SAP Solution Manager](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Troubleshooting the SAP Solution Manager Integration](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Reference Information](docId\:oZ1N8dd4bchYzqulA54HJ)
## About the SAP Integration
Neurons for ITSM supports the integration of SAP Solution Manager with Neurons for ITSM. This allows you to synchronize incident messages created in SAP with Neurons for ITSM. Basic authentication is used between the two systems.
After setting up the SAP integration, you can do the following:
- Automatically replicate SAP incidents to Neurons for ITSM (and vice versa from Neurons for ITSM 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 Neurons for ITSM).
- Close tickets and update the status of corresponding incident tickets. Users in both SAP and Neurons for ITSM can view corresponding ticket numbers.
- Create employees automatically in SAP Solution Manager and Neurons for ITSM 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 Neurons for ITSM and SAP Solution Manager.
| :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/-T_tGirbpyvuUuWw4reAF_checkbox.png" alt caption size="10" width="16" height="23"} | Install the SAP package for Neurons for ITSM | Ensure that the SAP integration package has been installed for your Neurons for ITSM 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. |
| ---------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| | Ivanti Neurons for ITSM** Configurations** | |
| :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/-T_tGirbpyvuUuWw4reAF_checkbox.png" alt caption size="10" width="16" height="23"} | Configure an employee team for SAP | See [Creating a Team](docId\:rHIuXkfVZigdX2BDot3xu) for more information. |
| :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/-T_tGirbpyvuUuWw4reAF_checkbox.png" alt caption size="10" width="16" height="23"} | Set up the Service Desk layout for SAP | Add the SAP incident details to the Neurons for ITSM incident layout. See [Editing the Service Desk Layout](docId\:vyeFaA4NFaMywsaTD_OF-). |
| :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/-T_tGirbpyvuUuWw4reAF_checkbox.png" alt caption size="10" width="16" height="23"} | Map the SAP incident priority | This maps the SAP priority schema to the Neurons for ITSM priority schema. See [Setting Up the Incident Priority Field](docId\:vyeFaA4NFaMywsaTD_OF-). |
| :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/-T_tGirbpyvuUuWw4reAF_checkbox.png" alt caption size="10" width="16" height="23"} | Create and link an API key to the key group | This allows other systems to communicate securely with Neurons for ITSM using a defined user and a role. See [Creating and Linking the API Key to the Key Group ](docId\:vyeFaA4NFaMywsaTD_OF-). |
| :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/-T_tGirbpyvuUuWw4reAF_checkbox.png" alt caption size="10" width="16" height="23"} | 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** | |
| :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/-T_tGirbpyvuUuWw4reAF_checkbox.png" alt caption size="10" width="16" height="23"} | Configure | Refer to the Knowledge Base article by InfiniSource for information about SAP configurations. |
## Editing the Service Desk Layout
1. From the Configuration Console, click **Build > Business Objects** to open the **Business Objects** workspace.
2. Open the **Incident** business object.
3. Click the **Layouts** tab.
4. Select the **IncidentLayout.ServiceDesk** layout. You can also edit the layouts that are being used to manage your Service Desk.
5. Click **formView**.
6. In the **Child Panels** section, click **Add Child Panel**.
7. 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. |
8. Set any other parameters as needed such as moving the tab (by dragging) to the desired location.
9. Click **Save**.
## Setting Up the Incident Priority Field
1. From the Configuration Console, click **Build > Business Objects** to open the **Business Objects** workspace.
2. Open the **Incident Priority** business object.
3. Click the Fields tab.
4. Verify that the **sapIncidentPriority** field is available.
:::Paragraph{indent="1"}
You will map this field to the **Incident Priority** form. If the field is available, continue to the next step.
:::
5. Click the **Forms** tab.
6. Click the **IncidentPriority** form.
7. From the left pane, expand **Incident Priority > Fields**.
8. Drag the **SAP Incident Priority** field to the right pane. This maps the priority between the Neurons for ITSM and SAP incidents.
9. Click **Save**.
## Creating and Linking the API Key to the Key Group
1. From the Configuration Console, click **Configure > Security Controls > API Keys** to open the **API Keys** workspace.
2. Click **Add Key Group**.
3. Enter a name (such as **SAP Integration**) and add a description.
4. Click **Save Key Group**.
5. Click **Back** to return to the **API Keys** workspace.
6. Select the key that you just created.
7. From the **API Keys** pane, click **Add API Key**.
8. 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. |
9. Click **Save Key**.
10. Click **Back** to return to the **API Keys** workspace.
## Adding SAP Integration Information
1. From the Configuration Console, click **Extend > SAP Integration** to open the **SAP Integration** workspace.
2. Enter the following information:
| Field | Description |
| ------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Enter HEAT System Guid | The Neurons for ITSM 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. Ivanti creates a user name and password for customers (to use with SAP Solution Manager) to access the Neurons for ITSM SAP integration service. |
| Password | The password associated with the user name to use with the integration. Ivanti creates a user name and password for customers (to use with SAP Solution Manager) to access the Neurons for ITSM 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 Ivanti 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 Ivanti 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. |
3. Click **Save**.