Integrate Third Party Service Desk in SOLUTION MANAGER 7.0 EHP 1

[Former Member]

hi all

i am stuck trying to integrate a third party service desk into Solution Manager 7.0 EHP 1.

can anyone tell me step by step how to set up a example?

i need info on transaction "SOAMANAGER" and also the Enterprise Service "ICT_SERVICE_DESK_API".

thanx in advance

markus

[Former Member · Accepted solution]

If you're asking how to implement External Service Desk, do the following...

SPRO

SAP Reference IMG

SAP Solution Manager

Scenario Specific Settings

Third Party Integration

External Service Desk

Then, follow the steps and pray a lot.

If you get it working, can you show me how you did it.

[Former Member]

I solved my problem. For correct setup Sold-to party must be additional information in request.

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:sap-com:document:sap:soap:functions:mc-style">
   <soapenv:Header/>
   <soapenv:Body>
      <urn:ProcessIncident>
        
         <IctAdditionalInfos>
            <item>
               <Guid/>
               <ParentGuid/>
               <AddInfoAttribute>SAPSystemID</AddInfoAttribute>
               <AddInfoValue>xxx</AddInfoValue>
            </item>
            <item>
               <Guid/>
               <ParentGuid/>
               <AddInfoAttribute>SAPSystemClient</AddInfoAttribute>
               <AddInfoValue>xxx</AddInfoValue>
            </item>
           <item>
               <Guid/>
               <ParentGuid/>
               <AddInfoAttribute>SAPSystemType</AddInfoAttribute>
               <AddInfoValue>xxxxxxxxxxxxxxxxxx</AddInfoValue>
            </item>
            <item>
                <Guid/>
                <ParentGuid/>
                <AddInfoAttribute>SAPInstNo</AddInfoAttribute>
                <AddInfoValue>xxxxxxxxxx</AddInfoValue>
             </item>
           </IctAdditionalInfos>

         <IctAttachments/>

         <IctHead>
            <IncidentGuid>4E25A414359300D4E10080008B350261</IncidentGuid>
            <RequesterGuid>c2364c65a1a748e7810339090e9888f4</RequesterGuid> 
            <ProviderGuid>4CEF0106AA5600D2E10080008B350261</ProviderGuid> 
            <ReporterId>9060</ReporterId>         
            <ShortDescription>121212</ShortDescription>
            <Priority>1</Priority> 
            <Language>EN</Language> 
         </IctHead>

         <IctId>00000000000000000001</IctId>

         <IctPersons>
            <item>
               <PersonId>9060</PersonId>
               <PersonIdExt>9060</PersonIdExt>
            </item>
         </IctPersons>

         <IctSapNotes/>
         <IctSolutions/>

         <IctStatements>
            <item>
               <TextType>SU99</TextType>
               <Texts>
                  <item>some data</item>
               </Texts>
               <Timestamp>20110316185326</Timestamp>
               <PersonId></PersonId>
               <Language>en</Language>
            </item>
         </IctStatements>

         <IctTimestamp>20110316185326</IctTimestamp>
         <IctUrls/>
      </urn:ProcessIncident>
   </soapenv:Body>
</soapenv:Envelope>

[Former Member]

Hi All,v

I am a BMC Remedy Consultant and have been tasked with Integrating BMC Remedy with Solman to create ticket in Solman.

I am in a situation where the solman team does not know how to enable the web services for Remedy to consume. Based on above discussions, i understand that many of you have beeen able to expose the web service and consume the same. From the SAP API document, we have found out that the below operations would be needed in out case

1. RequestSystemGuid
2. ProcessIncident - Create tickets from BMC to SAP SolMan
3. AddInfo - Update Status from BMC to SAP SolMan
4. CloseIncident - Update Status to Close ticket from BMC to SAP SolMan

Now, solman team doesn't know how to publish the web service so that these operations can be consumed.

Can someone send me detailed steps to enable the needed web service on Solman side? any douments you can point me to would be of great help.

Thanks

Karthik

[Former Member]

Hi All,

our solman team went ahead and enabled the service using the steps based on the following link

http://scn.sap.com/community/it-management/alm/solution-manager/blog/2013/03/09/activating-ictservic...

Now, the we have the WSDL file and are trying to consume the SystemRequestGUID method as below

but getting the following response from solman

<html><head><title>Logon Error Message</title>

<META http-equiv="Content-Type" content="text/html;charset=UTF-8"><style type="text/css">body { font-family:tahoma,helvetica,sans-serif;color:#333333;background-color:#FFFFFF; }td { font-family:tahoma,helvetica,sans-serif;font-size:70%;color:#333333; }h1 { font-family:tahoma,helvetica,sans-serif;font-size:160%;font-weight:bold;margin-top:15px;margin-bottom:3px;color:#003366; }h2 { font-family:verdana,helvetica,sans-serif;font-size:120%;font-style:italic;font-weight:bold;margin-top:6px;margin-bottom:6px;color:#999900; }p { font-family:tahoma,helvetica,sans-serif;color:#333333;margin-top:4px;margin-bottom:4px; }ul { font-family:tahoma,helvetica,sans-serif;color:#333333;list-style-type:square;margin-top:8px;margin-bottom:8px; }li { font-family:tahoma,helvetica,sans-serif;color:#33333;margin-top:4px; }.emphasize { color:#333333;background-color:#C8E3FF;padding:5px;}.note { color:#CC6600; }a { font-family:tahoma,helvetica,sans-serif;text-decoration:underline;color:#336699; }a:visited { color:#001166; }a:hover { text-decoration:none; }</style></head><body><table cellpadding="0" cellspacing="0" border="0" width="100%"><tr><td><h1>Anmeldung fehlgeschlagen</h1><br><h2>Was ist passiert ?</h2><p>Der Aufruf der URL http://<solmanhostname>:8000/sap/bc/srt/rfc/sap/ict_service_desk_api/999/ict_service_desk_api/ict_se... wurde aufgrund fehlerhafter Anmeldedaten abgebrochen.</p></td></tr><tr><td> </td></tr><tr><td class="emphasize"><strong>Hinweis</strong><br>Die Anmeldung wurde im System SOL ausgeführt. Hierbei wurden keine Anmeldedaten bereitgestellt.</td></tr><tr><td> </td></tr><tr><td><p>  </p><h2>Was können Sie tun ?</h2><ul><li> Falls Sie noch über keine Benutzerkennung verfügen, so wenden Sie sich an Ihren Systemadministrator. </li></ul></br><p class="note">Fehlercode: ICF-LE-http-c:999-l:-T:-C:5-U:-P:-L:6</p></br><p> HTTP 401 - Unauthorized</br><p> Ihr SAP Internet Communication Framework Team</p></td></tr></table></body></html>

Any suggestions?

Regards,

Karthik

[PatrickDean]

I know it's old, but just in case...

The top of that error is "Logon Error Message" indicating that you may not have passed the correct username and password. In SOAPUI (if you're using that to throw data at the services...) at the bottom left of your request, there's an area called Authorisation. Set this to "BASIC" and SOAPUI will give you space to enter username and password... then retry.

Good luck to anyone getting to grips with this - the Whitepaper is pretty good, but there's still a lot that's undocumented!

[Former Member]

Hi, all!

Help me pleas. When i try create new ticket by ProcessIncident

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:sap-com:document:sap:soap:functions:mc-style">
   <soapenv:Header/>
   <soapenv:Body>
      <urn:ProcessIncident>
        
         <IctAdditionalInfos>
            <item>
               <Guid/>
               <ParentGuid/>
               <AddInfoAttribute>CRMT_PARTNER_NUMBER12</AddInfoAttribute>
               <AddInfoValue>12</AddInfoValue>
            </item>
         </IctAdditionalInfos>

         <IctAttachments/>

         <IctHead>
            <IncidentGuid>4E1C78F204F50150E10080008B350261</IncidentGuid>
            <RequesterGuid>c2364c65a1a748e7810339090e9888f4</RequesterGuid> 
            <ProviderGuid>4CEF0106AA5600D2E10080008B350261</ProviderGuid> 
            <ShortDescription>121212</ShortDescription>
            <Priority>1</Priority> 
            <Language>EN</Language> 
         </IctHead>

         <IctId>00000000000000000001</IctId>
         <IctPersons/>
         <IctSapNotes/>
         <IctSolutions/>
         <IctStatements/>
         <IctTimestamp>20110316185326</IctTimestamp>
         <IctUrls/>
      </urn:ProcessIncident>
   </soapenv:Body>
</soapenv:Envelope>

Sold-To Party is empty. How i can setup it?

[Former Member]

Hi Markus.

I'm new in SAP and trying to create a new message incident in SoapUI with the example you gave.

I generated a new GUID incident, and found the SOLMAN GUID in ICT_SYSCONF (or with RequestSystemGuid), but I can't find an external service desk guid for <RequesterGuid>.

I tried to execute the ICT_IF_PROCESS_INCIDENT function in debug and saw that it looks for and other system guid in ict_sysguid table.

Could you help me please ?

Manu.

[Former Member]

I have the same question. where can I find the <RequesterGuid> ?

Edited by: Yurong Cheng on Nov 16, 2011 4:08 AM

[Former Member]

hi david, mohammed

i was investigating myself further on to this subject. the blog and the standard API doku helped alot.

further on i had to go throug all the interface funtionality step by step with soap ui (witch was the best step to use for checking out the functionality).

with soap ui i was able to place faked incident tickets in solution manager and update them.

also using a mock service in soap ui i was able to see wat gets out of the solman thirdparty interface.

i am now facing the problem, that the external servicedesk software also has a different interpretation on how to handle requests and responses. so we are now thinking about implementing middleware. the two interfaces do not fit at all, and there will be mapping and service orchestration nessesary to achieve the final goal.

kind regards

markus

[former_member77378]

Hello Markus,

could you help me to get a little further...?

I would like to now how you "consume" the webservice.

How did you manage to place fake tickets and update them? Maybe you could post a code sample to show me how you realized that?

Thanks a lot in advance!

[Former Member]

hi michael

<br>first you have to provide the following response for the method RequestSystemGuid:

<br><br>

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:sap-com:document:sap:soap:functions:mc-style">
   <soapenv:Header/>
   <soapenv:Body>
      <urn:RequestSystemGuidResponse>
         <Errors/>
         <SystemGuid>
<!-- please generate and use a GUID here, the GUID has to be constant for each external service desk you want to connect to SOLMAN -->
</SystemGuid>
      </urn:RequestSystemGuidResponse>
   </soapenv:Body>
</soapenv:Envelope>

<br><br>this mehtod will be called from SOLMAN when you initialize the third party service desk connection.

<br><br>you can get one GUID to use as response from SAP SOLMAN by calling the method RequestGuid from SOLMAN.

<br><br>for all further calls to SOLMAN you have to use the SOLMAN GUID and the GUID from your servicedesk to identify the the systemconncetion.

<br>example to create new ticket in SAP SOLMAN:

<br><br>

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:sap-com:document:sap:soap:functions:mc-style">
   <soapenv:Header/>
   <soapenv:Body>
      <urn:ReplicateIncident>
         <IctAdditionalInfos/>
         <IctAttachments/>
         <IctHead>
            <IncidentGuid><!-- generate a new guid and enter here --></IncidentGuid>
            <RequesterGuid><!-- external service desk guid from above--></RequesterGuid>
            <ProviderGuid><!--SOLMAN GUID--></ProviderGuid>
            <AgentId>1234</AgentId>
            <ReporterId>1234</ReporterId>
            <ShortDescription>Test Outside In from External Service Desk</ShortDescription>
            <Priority>3</Priority>
            <Language>EN</Language>
            <RequestedBegin>20090415103001</RequestedBegin>
            <RequestedEnd>20090420220000</RequestedEnd>
         </IctHead>
         <IctId/>
	 <IctId>RQ999009999</IctId>
         <IctPersons>
            <item>
               <PersonId>1234</PersonId>
               <PersonIdExt>1</PersonIdExt>
               <Sex>m</Sex>
               <FirstName>John</FirstName>
               <LastName>Tester</LastName>
               <Email><!-- enter a valid email adress here --></Email>
            </item>
         </IctPersons>
         <IctSapNotes/>
         <IctSolutions/>
         <IctStatements>
            <!--Zero or more repetitions:-->
            <item>
               <TextType>SU99</TextType>
               <Texts>
                  <item>Test</item>
                  <item/>
                  <item>Kontextinformationen:</item>
                  <item/>
                  <item>Created in external Service Desk using ReplicateIncident method</item>
               </Texts>
               <Timestamp>20090415103056</Timestamp>
               <PersonId>1234</PersonId>
               <Language>DE</Language>
            </item>
         </IctStatements>
         <IctTimestamp>20090415102956</IctTimestamp>
         <IctUrls/>
      </urn:ReplicateIncident>
   </soapenv:Body>
</soapenv:Envelope>

<br><br>you must allways provide a corect person mapping.

<br><br>hope this helps.

<br><br>kind regards

<br>markus

[Former Member]

Thanks Marcus for your help!

Where do i find the IctId param?

[Former Member]

I think the IctId is independent of your system provider (SOLMAN), it must be the incident id in the external system.

In my case, I tried TESTEXT01 and the incident has been successfully created.

Edited by: Emmanuel Halbout on Apr 20, 2011 2:14 PM

[Former Member]

This message was moderated.

[Former Member]

Hi,

To set up the SOA Manager for local access, you do not need to perform any special steps.

To start the SOA Manager, use the transaction code SOAMANAGER:

To work with the central SAP NetWeaver Administrator from within the SOA Manager, you first need to assign a host and a port.

Go to the Technical Configuration tab.

Choose System Global Settings.

An overview if configuration information is displayed.

Go to the Central WS Administration Access tab.

Choose Edit / Display.

Specify the host of the central NetWeaver Administrator and the HTTP port number used by the NetWeaver Administrator.

Save.

_______________________________________________

Also, hav a look into dis link

[http://tknight.org/sdn/show/9985|http://tknight.org/sdn/show/9985]

End of the note.