---
title: Configuring SAP® Solution Manager Settings
slug: neurons-for-itsm/admin-user-help/enu/latest/configuring-sapr-solution-manager-settings
createdAt: 2026-07-14T19:16:34.538Z
---

This topic describes the SAP Solution Manager (SolMan) settings used when integrating Neurons for ITSM with SAP Solution Manager Release 7.1.  This topic contains these sections:

- [About the SAP Solution Manager](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Installing the Required Components](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Setting Up the SAP Solution Manager](docId\:oZ1N8dd4bchYzqulA54HJ)

The information in this topic is from **OneResource** and is included in the Neurons for ITSM online help as a courtesy.

If after reviewing this topic, you need assistance with integrating Neurons for ITSM with SAP Solution Manager, Ivanti recommends using **OneResource**. **OneResource** has experience in this area and would be happy to be of assistance.

Ivanti strongly recommends using the secure protocol HTTPS instead of HTTP within the Neurons for ITSM platform to ensure data security and integrity.

## About the SAP Solution Manager

The SAP Solution Manager is a central support and application management suite that can include many SAP and non-SAP systems. Neurons for ITSM is one such non-SAP application. Use this integration to manage incidents.

Before performing the procedures in this topic, install and configure the SAP Solution Manager Release 7.1 according to their documentation. Older versions of SAP Solution Manager may work with this integration but they have not been tested.

## Installing the Required Components

Install the following SAP Solution Manager components:

| Component    | SAP Version  | Patch Level |
| ------------ | ------------ | ----------- |
| SAP\_BASIS   | 702          | 15          |
| SAP\_ABA     | 702          | 15          |
| CTS\_PLUG    | 200          | 13          |
| PI\_BASIS    | 702          | 15          |
| ST-PI        | 2008\_1\_700 | 10          |
| BI\_CONT     | 707          | 7           |
| GW\_CORE     | 200          | 8           |
| SAP\_BS\_FND | 702          | 13          |
| SAP\_BW      | 702          | 15          |
| UISAPUI5     | 100          | 7           |
| UI\_INFRA    | 100          | 7           |
| IW\_GIL      | 100          | 4           |
| SAP\_AP      | 700          | 31          |
| WEBCUIF      | 701          | 12          |
| BBPCRM       | 701          | 12          |
| CPRXRPM      | 500\_702     | 11          |
| IW\_BEP      | 200          | 8           |
| IW\_FND      | 250          | 8           |
| ST           | 710          | 12          |
| ST-BCO       | 710          | 10          |
| RTCISM       | 100          | 0           |
| SOCO         | 101          | 3           |
| ST-A/PI      | 01R\_700     | 0           |
| ST-ICC       | 200          | 0           |
| ST-ICO       | 150\_700     | 41          |
| ST-SER       | 701\_2010\_1 | 23          |

Older versions of these components may work with this integration but they have not been tested.

## Setting Up the SAP Solution Manager

To set up the SAP Solution Manager, follow the guided procedures in the "IT Service Management" section of the SAP Solution Manager Implementation Guide.

Under IT Service Management, configure the following tabs:

:::Paragraph{indent="1"}
2.1 Configure Manually
:::

*Configure Manually*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/G8VL-QpTsqX2fMMnfNqVe_sapsolman1.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_1.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_1.png" showCaption="false" indent="1"}

:::Paragraph{indent="1"}
2.2 Maintain Transaction Types
:::

*Maintain Transaction Types*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/8Y3tj84sWhG4u-eMjqW8r_sapsolman2.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_2.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_2.png" showCaption="false" indent="1"}

:::Paragraph{indent="1"}
2.5 Create Template Users
:::

*Create Template Users*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/MB3JTEEztp4m1yklnQEhC_sapsolman3.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_3.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_3.png" showCaption="false" indent="1"}

Be sure to name the SMIN incident with a customer-specific nomeclature so that it does not get confused with the SAP Solution Manager incidents during an upgrade. For example, you might name your SMIN incident (Z)SMIN.

For the networking department, you must open the HTTP ports in both directions. Neurons for ITSM uses HTTP port 80, whereas the SAP Solution Manager uses port 8000. If there are any firewalls or VPN tunnels in between, ensure that both parties can connect bi-directionally to each other.

## Configuring the SAP Solution Manager

- [About the SAP Solution Manager Web Service API](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Authorizing the Web Service API](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Activating the Web Service API](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Administering the Web Service API](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Setting Up the Service Provider](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Setting Up the Consumer Proxy](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Configuring the Backend External Service Desk Configuration](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Configuring Post Processing Framework](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Adding Business Rules](docId\:oZ1N8dd4bchYzqulA54HJ)

### About the SAP Solution Manager Web Service API

The SAP Solution Manager contains a web service API to make the integration with outside applications, such as Neurons for ITSM easier. See <font color="#4169e1">https\://support.sap.com/content/dam/library/SAP%20Support%20Portal/support-programs-services/solution-manager/knowledge-transfer/White%20Papers/ITSMWebSerAPI-2a.pdf</font> for more information about it.

Execute the procedures described in the "Web Service-Based Configuration" topic in the SAP Solution Manager Implementation Guide.

### Authorizing the Web Service API

In the SAP user interface, to access the workcenter (to get access to the IT Service Management functionality) execute the SM\_WORKCENTER transaction. This gives you authorization to view and edit the workcenter in a browser. You must have the following roles to log in to the IT Service Management user interface:

- SAP\_SM\_CRM\_UIU\_SOLMANPRO
- ZSAP\_SMWORK\_BASIC
- SAP\_SMWORK\_INCIDENT\_MAN
- SAP\_SUPPDESK\_ADMIN
- SAP\_SM\_CRM\_UIU\_SOLMANREQU (only for closing incidents)

To call the web service API as an application user, you must have the following roles:

- SAP\_SUPPDESK\_INTERFACE
- SAP\_SUPPDESK\_ADMIN

We recommend that you create a separate application user for calling the web service API, to limit authorization when logging in to the SAP Solution Manager user interface.

To edit user authorizations, call the SAP SU01 transaction and enter the authorizations under the **Roles** tab.

*SAP Solutions Manager Roles Tab*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/xci5U3c_pvNRtIyvFm1l1_sapsolman4.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_4.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_4.png" showCaption="false" indent="1"}

### Activating the Web Service API

To activate the web service API, do the following:

1. Call the SICF transaction.

*SICF Transaction*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/Lb0VFLgQTffUI10yekjNM_sapsolman5.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_5.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_5.png" showCaption="false" indent="1"}

2. Click the green arrow to execute the transaction.  The application displays the **Maintain service** screen.
3. Drill down to the service name called ICT\_SERVICE\_DESK\_API. Right click and click **Activate Service**.

*Maintain Service Screen*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/Ow1o0b6M9nG6C4yxYnkuZ_sapsolman6.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_6.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_6.png" showCaption="false" indent="1"}

4. In the resulting dialog box, click the second **Yes** button to activate the web service and all of its subnodes.

*Activate the Web Service and Subnodes*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/KjyrKaG6UNOo3OQARxWOi_sapsolman7.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_7.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_7.png" showCaption="false" indent="1"}

### Administering the Web Service API

Follow these steps to administer the web service API. These steps are performed in the SOA Management application.

1. Open the SOA Management application.

*SOA Management Application*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/FoZaGPi868kad5KiIIvZz_sapsolman8.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_8.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_8.png" showCaption="false" indent="1"}

2. Click **Web Service Configuration**, then click **Link Web Service Configuration**.
3. Click the **Configuration Search** tab.

*Web Service Configuration*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/DHIlrvwAm-xEiznMEmjCM_sapsolman9.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_9.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_9.png" showCaption="false" indent="1"}

4. For the object name, enter **ICT\_SERVICE\_DESK\_API** and click **Search**.

### Setting Up the Service Provider

Follow these steps to set up the service provider, which in this case is Neurons for ITSM. The service provider accepts the web service call. You need to create a new logical port.

1. Click the **Configurations** tab.
2. In the **Define Services and Bindings** section, click **Create Service**.
3. Select the ICT\_SERVICE\_DESK\_API service.

*Configuration Tab -- Creating a Service*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/NNt5FrynPpRBiywZKBpJO_sapsolman10.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_10.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_10.png" showCaption="false" indent="1"}

4. Click the **New Service/Binding** icon.
5. On the **Service and Binding Name** screen, enter a name for the new binding, such as ICT\_SERVICE\_DESK and click **Next**.

*Service and Binding Name Screen*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/By9H6nVf3XkWcb2Po2Ii4_sapsolman11.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_11.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_11.png" showCaption="false" indent="1"}

6. On the Provider Security screen, for the **Transport Level Security** section, select **None (http)**. In the **Transport Channel Authentication** section, select **User ID/Password**.

*Provider Security Screen*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/4fuUz_hi_7o2PtwcfXDk3_sapsolman12.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_12.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_12.png" showCaption="false" indent="1"}

7. Leave the other settings as is. Click **Next** until you finish the configuration.

### Setting Up the Consumer Proxy

Follow these steps to create a new logical port for the consumer proxy.

1. Click the **Configuration Search** tab.
2. For the object name, enter **CO\_PCICT\_SERVICE\_DESK\_API** and click **Search**.
3. Click the **Configurations** tab.
4. In the **Define Logical Ports** section, click **Create**.
5. Select the HEAT\_ICT\_SERVICE\_DESK\_API\_LOG logical port.

*Configuration Tab -- Creating a Logical Port*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/ai_LDh_yRn13gl6VASWLo_sapsolman13.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_13.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_13.png" showCaption="false" indent="1"}

6. On the **Logical Port Name** screen, enter a name for the logical port and an optional description and click **Next**.

*Logical Port Name Screen*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/bK8UXtetzVTMRy9xk4ePK_sapsolman14.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_14.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_14.png" showCaption="false" indent="1"}

7. On the **Consumer Security** screen, under **Authentication Settings**, select **User ID / Password**. Under the **User ID/Password** section, enter a user name and a password. Because SAP Solution Manager uses HTTP basic authentication, you must enter a user name and password. Click **Next**.

*Consumer Security Screen*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/2a4TFGM-ES53PP7cX0RkS_sapsolman15.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_15.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_15.png" showCaption="false" indent="1"}

8. On the **HTTP Settings** screen, enter information into the fields. Click **Next**.

*HTTP Settings Screen*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/GvfFUZ1W3rgzz0tE-ku-c_sapsolman16.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_16.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_16.png" showCaption="false" indent="1"}

9. On the SOAP Protocol screen, for the **Data transfer scope** field, enter **Minimal Data Transfer**. For the **Transfer protocol** field, enter **Transfer via HTTP header**.

*SOAP Protocol Screen*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/ONFuFixF7jw9EUxA4Hn03_sapsolman17.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_17.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_17.png" showCaption="false" indent="1"}

10. Leave the other settings as is. Click **Next** until you finish the configuration.

### Configuring the Backend External Service Desk Configuration

Follow these steps to configure the ICTCONF transaction by creating a new external service desk application entry.

1. Log in to the SAP Solution Manager user interface.
2. Go to the ICTCONF transaction.
3. Click the **add** icon.

*SAP Solution Manager Add Icon*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/_Gyck8vXp80P1orgVXDZB_sapsolman18.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_18.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_18.png" showCaption="false" indent="1"}

4. For the new entry, enter details. For the **Logical Port** field, enter the logical port that you created in [Setting Up the Consumer Proxy](docId\:oZ1N8dd4bchYzqulA54HJ). Check **Automatically synchronize** to ensure that the incidents get updated automatically when linked to Neurons for ITSM.

*New Service Desk Entry Details*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/ijs8otezae2x3MLZBbhqO_sapsolman19.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_19.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_19.png" showCaption="false" indent="1"}

5. Click the **Generate Default Mapping** icon.

*Generate Default Mapping Icon*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/mWiSkr2X5bchuik9oGIi0_sapsolman20.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_20.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_20.png" showCaption="false" indent="1"}

6. Click the **Check** icon to check the configuration. The application displays a message with information.

*Check Icon*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/CzSjvTEDI7gJ6lH_UVkQR_sapsolman21.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_21.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_21.png" showCaption="false" indent="1"}

### Configuring Post Processing Framework

You configure these business rules for scenario-specific settings, such as when an incident should be forwarded from the SAP Solution Manager to Neurons for ITSM.

1. Log in to the SAP Solution Manager user interface.
2. Go to the SPPFCADM transaction.
3. Highlight the CRM\_ORDER application and click **Define Action Profile and Actions**.

*SPPFCADM Transaction*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/A2bKxA0n3as_SpgibAUEj_sapsolman22.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_22.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_22.png" showCaption="false" indent="1"}

4. Search for the SMIN\_STD action profile.

*SMIN\_STD Action Profile*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/OC8qNburoTj15eRlh0gYE_sapsolman23.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_23.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_23.png" showCaption="false" indent="1"}

5. Double-click the SMIN\_STD action profile to display its action profiles.

*Action Profiles Screen*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/QU6LmjUZ6sEA6hXoK9_yJ_sapsolman24.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_24.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_24.png" showCaption="false" indent="1"}

6. Check the following actions: SMIN\_STD\_CLOSE\_THIRD, SMIN\_STD\_SEND\_THIRD, SMIN\_STD\_SOL\_THIRD, and SMIN\_STD\_SYNC\_THIRD. Double-click on them to bring up the **Action Definition** screen.

*Action Definition Screen*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/1gCUmCsBX-xLwyC15i0J8_sapsolman25.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_25.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_25.png" showCaption="false" indent="1"}

7. Go to the SPPFCADM transaction, highlight the CRM\_ORDER application, and click **Condition Configuration (Transportable Conditions)**.
8. Click **Technical Names** to display the technical names.

*Technical Names*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/_TClzKgljAWHT9eayfc3M_sapsolman26.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_26.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_26.png" showCaption="false" indent="1"}

9. Under the **Scheduling of Actions** header, highlight SMIN\_STD and select the corresponding action definition on the right.

*Corresponding Actions*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/WVUJ1b3hyxTXpSfxCJywP_sapsolman27.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_27.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_27.png" showCaption="false" indent="1"}

10. Click the **Overview** tab. Make sure that for the **Schedule Condition** field, you select **Schedule Automatically**.

### Adding Business Rules

To add a business rule, click the **Schedule Condition** tab. The application displays the condition editor. In the condition editor, you can set a customer-specific rule (according to status schema, service teams, and so on) to process messages.

*Condition Editor*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/7GOp2RCnX0KCnPOFmbKdR_sapsolman28.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_28.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_28.png" showCaption="false" indent="1"}

In the following example, the message is being triggered due to a combination of a certain status and a certain business partner entered in the service team.

*Condition Editor Example*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/4cvYV_Jv7HmeZ0PIhVNuY_sapsolman29.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_29.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_29.png" showCaption="false" indent="1"}

As a best practice, we suggest implementing a business rule that sends incidents from the SAP Solution Manager to Neurons for ITSM. The business rule checks whether the service team consists of a particular item that needs to be sent to the Neurons for ITSM Service Desk for further processing. To create this business rule, you must have a certain business partner setup, such as a "BP" transaction for business partners or a "PPOMA\_CRM" transaction for setting up organizational units, which resemble business partners.

1. From the **Conditions for Actions** screen, under the **Scheduling of Actions** header, select **SMIN\_STD** and on the right side, select **SMIN\_STD\_SEND\_THIRD**.

*Conditions for Actions Screen*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/nSMH_S-QBSkqcvnM9at5M_sapsolman30.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_30.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_30.png" showCaption="false" indent="1"}

2. Click the **Schedule Condition** tab and then click **Edit Condition** to go into edit condition mode.
3. Click the condition definition to open the editor.
4. Add a logical expression to the condition. For example, select the business partner of the service team for the left side of the expression, select an operator such as =, and select the specific business partner.

*Adding a Logical Expression*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/Ze07Mu4sSWKDloXE1bjp3_sapsolman31.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_31.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_31.png" showCaption="false" indent="1"}

5. Limit the transfer to normal status, but not when closing incidents from the SAP Solution Manager. Exclude that particular close scenario by entering the following:

*Condition Definition*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/oSSqk5pAPB-3d0ITKXb_1_sapsolman32.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_32.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_32.png" showCaption="false" indent="1"}

:::Paragraph{indent="1"}
The result of the condition is this:
:::

*Condition Result*

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/1lRLUSCowhS4DQh6614mT_sapsolman33.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/SAP_SolMan_33.png" githubPath="Content/Resources/Images/help-images/SAP_SolMan_33.png" showCaption="false" indent="1"}

Note the following:

- If any of the stated business partners is assigned to the support team, the application transfers the incident to Neurons for ITSM. To automatically transfer the incident to Neurons for ITSM, regardless of the status, use this support team.
- If you reject a solution provided by Neurons for ITSM, the SAP Solution Manager also rejects the solution if the SAP Solution Manager changes the incident. To avoid this, specifically include or exclude these situations by not rejecting incidents very often.
- If you change any settings in the SPPFCADM transaction, log in again to ensure that the most up-to-date settings are active.
- Exchanged business partners (especially those who are reporters) must include email information for proper processing by Neurons for ITSM.

## Troubleshooting the SAP Solution Manager Integration

- [Viewing Error Details](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Analyzing Web Service Errors](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Viewing Technical Logs](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Problems Closing Incidents](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Locked Messages](docId\:oZ1N8dd4bchYzqulA54HJ)

### Viewing Error Details

The SAP Solution Manager displays error messages on the top of the screen.  If there is a **Details** link, click it for more information.

*Error Message*

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### Analyzing Web Service Errors

To analyze web service runtime errors, do the following:

1. Run the SRTUTIL transaction.

*SRTUTIL Transaction*

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2. Click **Error Log**.
3. Double-click a log entry to view more details about the error. The application displays additional information.

### Viewing Technical Logs

For information about viewing technical logs, see <font color="#4169e1">HTTP\://service.sap.com/sap/support/notes/1163386</font>. You must have S user credentials.  This article describes tracing options. The following contains a summary of some of the information in that article.

You can also analyze the actual HTTP network traffic with tools like Microsoft Network Monitor. See <font color="#4169e1">http\://www.microsoft.com/en-us/download/details.aspx?id=4865</font>.

### Cause

Communication and data exchange between an SAP Solution Manager Service Desk and an external service desk can be monitored at the following levels:

- Message data (in XML format), for which the SAP Solution Manager Service Desk uses the interface to do the following:
  - Receive the data from an external service desk.
  - Send the data to an external service desk.
- Service desk web service (SOAP runtime in SAP NetWeaver) tracing

To analyze problems concerning the exchange of messages between two service desks using the web service interface, do the following:

- Activate tracing for both service desks. For the SAP Solution Manager service desk, the procedure is described below (see the section below concerning tracing data sent and received in SAP Solution Manager). To connect a service desk of another manufacturer, inquire about the existing trace options.
- If there are problems with the exchange of messages, note the message number (in the source and target application), the exact time, and possible error messages in the source application.
- Check in the target application if an XML file has arrived (for the service desk in the SAP Solution Manager, see the section below concerning tracing data sent and received in SAP Solution Manager). If an XML file was created in the target application, you must check the data transferred to the XML file, and if required, the customizing settings of the service desk.
- If no XML file was created for the message for the event in the SAP Solution Manager, the SAP Solution Manager service desk has not received or sent any data. In this case, check the web service to see if an error occurred during communication (see the section concerning tracing for the service desk web service called ICT\_SERVICE\_DESK\_API).
- If no errors are displayed for the web service, network problems could be the cause. Check the relevant error messages in the source application.

### Solution: Trace the Data Sent and Received (XML Files) in the SAP Solution Manager

Activate the trace function for the service desk interface as follows:

- Call transaction SM31 and enter the table ICT\_CUSTOM.
- Select **Maintain**.
- Select **New Entries** and add the following new entries: TRACE\_IN and TRACE\_OUT.
- Save the new entries.

When you make these settings, the application logs and saves each message received or sent by the service desk using the web service interface, in the SAP Solution Manager.

You can download and analyze these messages for each message that was exchanged using the interface, as XML files in the local file application. To download the data in XML format, do the following:

- Call transaction SE38 and start the program ICT\_DOWNLOAD\_SNAPSHOT.
- Use the F4 input help to select the application GUID of the external service desk.
- Enter the transaction number (message number in the local application). If known, you can enter the ID (GUID) of the message in the **Message number** field.
- As a download path, enter the directory in which the XML file is to be saved.
- Execute the program. This starts the download in XML format.

The application saves the XML files in the directory specified and you can use a browser to view them. Each file name contains the exact time when the message was received or sent.

### Solution: Trace the Service Desk Web Service ICT\_SERVICE\_DESK\_API

If an external service desk has sent a message to the SAP Solution Manager service desk, but no incoming XML file has been saved in the SAP Solution Manager, there may have been a problem at the web service level. You can also activate a trace here:

- Activating the web service trace:
  - Call transaction WSADMIN.
  - Navigate to the web service ICT\_SERVICE\_DESK\_API.
  - Double-click ICT\_SERVICE\_DESK\_API.
  - In change mode, select the relevant trace and log settings (for example, "full trace" and "full log").
  - Save your changes.
- Viewing trace files:
  - Call transaction SM59.
  - Select **RFC > Display trace**.
  - Search for the text ICT\_SERVICE\_DESK\_API or for the time.

### Problems Closing Incidents

If you cannot close incidents, do the following:

1. Install the SAP GUI. See [Installing the SAP GUI](docId\:oZ1N8dd4bchYzqulA54HJ).
2. Run transaction SU01.
3. Select the user to log in.
4. Ensure that the SAP\_SM\_CRM\_UIU\_SOLMANREQU role is set to active for the user.

:::Paragraph{indent="1"}
You should now see the **Confirm** button within an incident.
:::

5. In the confirmation dialog box, click **Yes**.

### Locked Messages

Errors can occur when users lock incidents.

*Incident Locked Error Message*

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To unlock the incident, save the message and them navigate to another screen.

## Reference Information

- [Installing the SAP GUI](docId\:oZ1N8dd4bchYzqulA54HJ)
- [Navigating in the ITSM Web GUI](docId\:oZ1N8dd4bchYzqulA54HJ)

### Installing the SAP GUI

Install the SAP GUI so that you can access the SAP Solution Manager Backend. From the SAP Solution Manager Backend, you can configure settings and monitor items.

You need the installation CD or the SAP GUI download package, or go to <font color="#4169e1">http\://service.sap.com/\~form/handler?\_APP=00200682500000001943&amp;EVENT=DISPHIER&amp; HEADER=Y&amp; FUNCTIONBAR=N&amp;EVENT=TREE&amp;NE= NAVIGATE&amp;ENR= 67837800100200024791&amp;V=INST</font>. For more information, see <font color="#4169e1">https\://scn.sap.com/docs/DOC-59053</font>.

1. Click **Installation**.
2. Click the object to download.
3. Run the executable file.
4. Extract the file.
5. Configure the software, such as entering a description.
6. Log in with the user ID of FRNTRNG\_USR and set the language to English.

### Navigating in the ITSM Web GUI

Ensure that popups are enabled.

1. Go to <font color="#4169e1">http\://server\:port/sap/bc/webdynpro/sap/ags\_workcenter?sap-language=EN</font>.
2. Under the **Common Tasks** section, click **IT Service Management**.
3. See the layout:

*SAP Solution Manager IT Service Management*

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