Solution Manager - Service Desk + Remedy Integration

[Former Member]

Dear gurus,

I'm trying to set up an interface from remedy to solution manager.

I've set up service desk to communicate with other SAP system, but have no clue on how to integrate it to BMC Remedy.

Is there anyone that have configured it before?

If yes, can you please share about it? Because I've searched the materials everywhere and didn't find anything useful.

Thanks.

[Former Member]

Hello Bobby,

Although your work on the SolMan - BMC integration was more than 1 year ago, and things may have changed: could you share your experience to us, and tell us the best approach for such an integration?

Thanks,

Peter

[former_member12825]

Hello Peter,

i have done several successfull integrations between BMC Remedy and SAP Solution Manager. We used the tool from Mansystems (ARSXLink). If you have any special questions, please let me know.

Regards

Christian

[Former Member]

Hi Christian,

Have you implemented an interface that allows for technical alerts to create a ticket directly from Solman to BMC ITSM?

Thank you in advance,

James

[former_member12825]

Hi James,

i was involved in one project to create tickets in the following way: HP OpenView -> SolMan <-> BMC ITSM.

The interface between HP and SolMan was already in place. I have integrated it from BMC side.

Is it similar, what you are looking for?

Regards

Christian

[Former Member]

Thank your prompt reply Christian.

I want to go directly from Solman to BMC with no input from another system.

Case:

-> Technical Alert is created in Solman via technical monitoring (update task deactivated for example)

-> Solman sends the alert to BMC and creates an incident record based on the criticality, product et cetera parameters set (somewhere) in Solman.

I am aware of ARSXLink® by Mansystems but my interest is a generic solution for pushing alerts from Solman to BMC.

[former_member12825]

Hi Glenn,

SolMan provides an standard generic interface called SAP Solution Manager Service Desk Webservice API.

It is recommended to use it for 3rd Party integrations. The webservice is complex and needs to be also implemented at the 3rd Party tool (BMC ITSM).
This is often the issue with most of 3rd Party tools. Because they are mostly not able to deploy the complexity of the SolMan Webservice out-of-the-box.

You can find below 2 links, how to setup the service desk implementation (especially Integration -> Part II).

• http://scn.sap.com/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-...
• http://scn.sap.com/people/bruyneel.guillaume/blog/2008/06/13/service-desk-implementation-guide-part-...

Regards
Christian

[shubhra_prasad]

Hi Christian,

Though this is an old post, but i am looking for some information in the same area - Solman 7.1 ITSM integration with BMC Remedy.

Could you please give some pointers on how ARSLink can be used in this integration and what needs to be done on SAP and Remedy side?

Regards

Shubhra

[Former Member]

Hi Bobby,

I hope you have finished the BMC intergration if so.

Could you please provide the integration steps of BMC(Remedy) in Solution Manger. As i am working on the same.

I will be thankfull if u help the same as early.

Regards,

Venu

[Former Member]

There's now an integration kit from BMC vendor.

It's easy to integrate!

[Former Member]

Hello Bobby,

were you successful with the integration of remedy and service desk of solution manager? I have a similar task and would like to hear your experience!

Best Regards

Manisha

[Former Member]

Manisha,

Develop the integration from the scratch can be a real pain.

So we decided to use tools from another vendor.

Now we're trying to use arsxlink.

Just go googling and you'll know what I'm talking about.

It's quite affordable compared to other similiar products.

Hope that helps.

Best Regards,

[Former Member]

Hi Antonius:

I am a BMC Remedy Software Consultant. We are beginning a project with a customer that needs to integrate SAP Solution Manager with Remedy Service Desk. I you don't have inconvenient, we can work together with this integration. As I can see, you need help from Remedy side and I need help from SAP side.

Are you interested?

Arturo.

[Former Member]

Hello Friends,

I read now some reactions of you about my suggestion of the Remedy product in SMSY.

To be clear: we did not buy that product, so it seems to come along with the installation...?

Has sombody already put the question towards SAP? Or put an OSS message regarding this topic?

Remedy is a frequent used product where also SAP is in the house, referring back to this row in the SMSY product...it suggest SAP has already done something in this area...

Ask SAP.

Please if you got an answer, share it with us!!

Regards,

Rutger

[Former Member]

I'm not an SAP expert, but R. Koppelaar indicated that there is a product to do Service Desk to BMC Remedy integration. Did you buy that product? If not, I think you will have a hard time mapping Service Desk functionality to Remedy.

I don't know if you have the Service Desk WebService API document, but it's right here: https://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/e3eeb4a8-0b01-0010-bd99-f4a700a4...

or Google 'sap service desk webservice api'

I'm just trying to use this WebService API to see what kind of data you can get out of Service Desk. It doesn't appear to be a lot since the API is mostly about pushing data into Service Desk and not getting data out.

[Former Member]

Yes, we have already had that documentation.

And we're trying to figure out how processIncident could synchronize or send data from and to BMC Remedy.

We are trying every possibility, including using SOAP UI, which we ourselves don't familiar with.

I see product in SMSY as a guru previously said, but is that purchaseable?

I didn't see in any documentation that require you to buy some products.

Just trying to be clear, I've configured the webservice for Solman, and there's also a webservice for Remedy configured already.

We're using ICT_SERVICE_DESK_APISoapBinding in Solman, and fetch that service to SOAP UI.

There's this method like:

- AcceptIncidentProcessing

- AddInfo

- CloseIncident

- GetPossibleValues

- ListUnclosedIncidents

- ProcessIncidents

- etc

But we have no clues of how to send that information to BMC Remedy.

Once again, we're waiting for some englightments here.

Edited by: Antonius Erwin Handoko on May 7, 2009 5:31 AM

Edited by: Antonius Erwin Handoko on May 7, 2009 5:32 AM

[Former Member]

After reading through the webservice API document, here's my understanding of how things work (note: I am not an expert and only read through the document yesterday)...

If you are a requestor (SAP customer) and would like to open a support message using Remedy (and then have Remedy insert that message into SAP Service Desk), you perform the following steps...

1. You get a GUID using RequestSystemGUID (at Service Desk) that identifies which helpdesk you come from (only need to do this once then store it)

2. Build up the necessary XML with all relevant data and call method ProcessIncident (at Service Desk)

This should create a message in SAP Service Desk which gets forwarded to SAP and SAP ISV partners (depending on the problem). The status should also change from BeginningState to ProviderProcessing.

The 'build up the necessary XML' is not an easy thing to do and I think that's what the Service Desk to BMC Remedy software does (which I think you need to acquire).

If you are a provider (SAP ISV partners) and a new message arrives at Service Desk (and you want it to insert that message into your Remedy help desk), SAP Service Desk performs the following steps automatically...

1. Identifies the external help desk system to send the message to (because Remedy already registered it's GUID with Service Desk before).

2. Builds up the proper XML with all relevant data and calls ProcessIncident (at Remedy)

This should insert the message into Remedy.

Now, the message is in Remedy and if you (SAP ISV partners) want to respond to the message, you perform the following...

1. Build up the proper XML and call AddInfo (at Service Desk)

2. Then, call AcceptIncidentProcessing (at Service Desk)

This should add info to the message on SAP Service Desk and forward to SAP and the customer. The status changes from ProviderProcessing to RequestorProcessing.

Once the customer's Service Desk gets the new info in the message, Service Desk automatically calls:

1. AddInfo (at Remedy)

2. AcceptIncidentProcessing (at Remedy)

Now, the additional info is in Remedy at the customer side. The customer has 3 options:

1. Add more info and call AcceptIncidentProcessing

2. RejectIncidentSolution

3. CloseIncident

Sorry for the long reply. The item I don't understand is what 'automatic' triggering mechanism is there in Service Desk that will make the webservice calls when a new piece of information in inserted into a support message. Also, are the method calls the same name (8 APIs from SAP) or is there a name mapping mechanism so that the Remedy webservice handler can use different method names?

Hopefully, there's a guru out there looking at this thread and can give us some enlightenment!

DC

[Former Member]

thanks for the long answer.. really appreciate it.

as of now, it's hard to figured out if what i've done is correct or not, because there's no clear guideliness out there. We have made a webservice (that is, XML thingie) based on ICT_API in SolMan, and can draw a GUID from there.

I inserted that GUID in the processIncident and press "run", and we got this error message:

<soap-env:Envelope xmlns:soap-env="http://schemas.xmlsoap.org/soap/envelope/">
   <soap-env:Header/>
   <soap-env:Body>
      <soap-env:Fault>
         <faultcode>soap-env:Server</faultcode>
         <faultstring xml:lang="en">CX_SY_CONVERSION_NO_RAW:XSLT exception.An error occurred when deserializing in the simple transformation program /1BCDWB/WSS5BCC8BB57E45B033C4B.The format of cid:187865585473 does not correspond to the Base64 format</faultstring>
         <detail>
            <ns:SystemFault xmlns:ns="http://www.sap.com/webas/710/soap/runtime/abap/fault/system/">
               <Host>undefined</Host>
               <Component>APPL</Component>
               <ChainedException>
                  <Exception_Name>CX_SOAP_CORE</Exception_Name>
                  <Exception_Text>CX_SY_CONVERSION_NO_RAW:XSLT exception.An error occurred when deserializing in the simple transformation program /1BCDWB/WSS5BCC8BB57E45B033C4B.The format of cid:187865585473 does not correspond to the Base64 format</Exception_Text>
               </ChainedException>
               <ChainedException>
                  <Exception_Name>CX_SXMLP</Exception_Name>
                  <Exception_Text>XSLT exception</Exception_Text>
               </ChainedException>
               <ChainedException>
                  <Exception_Name>CX_ST_DESERIALIZATION_ERROR</Exception_Name>
                  <Exception_Text>An error occurred when deserializing in the simple transformation program /1BCDWB/WSS5BCC8BB57E45B033C4B: Main Program:/1BCDWB/WSS5BCC8BB57E45B033C4B| Program:/1BCDWB/WSS5BCC8BB57E45B033C4B| Line: 32| Valid:X</Exception_Text>
               </ChainedException>
               <ChainedException>
                  <Exception_Name>CX_SY_CONVERSION_NO_RAW</Exception_Name>
                  <Exception_Text>The format of cid:187865585473 does not correspond to the Base64 format</Exception_Text>
               </ChainedException>
            </ns:SystemFault>
         </detail>
      </soap-env:Fault>
   </soap-env:Body>
</soap-env:Envelope>

i've searched the notes referring to that base64 error, and found that we have to upgrade the kernel.

We've done that, now our solman run on SolMan 7 EHP1 SP 19 (kernel 7.01).

But the things is, the error remains there.

Today, I'm clueless of what to do..

and again.... waiting for some 'holy grail' solution to come up.

Edited by: Antonius Erwin Handoko on May 8, 2009 3:52 AM

[Former Member]

just want to keep update and keep the thread alive,

we've successfully send message from solman to solman, but not for Remedy.

Still waiting for some enlightments from gurus.

Those who have trouble setting up connection from solman - solman, can ask me.

Thanks.

[Former Member]

Hello, I am also trying to work with Service Desk Web Service.

Please tell me how get your SystemGUID for query.

Diagram on picture.

SAP Solution Manager 4.0

Service Desk WebService API

- 12 -

System A System B

One of the requests which I cannot execute :

<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:ListUnclosedIncidents>
         <SystemGuid>???</SystemGuid>
      </urn:ListUnclosedIncidents>
   </soapenv:Body>
</soapenv:Envelope>

[Former Member]

waiting for Michael..

[Former Member]

Hi Could you kindly send me details on how you managed to configure solman to solman messages

Regards

Vincent

[former_member1180238]

Hi Bobby ,

How could you manage to setup connection and send messages from solman to solman.

We have the same requirement , could you please help.

Thanks ,

Khan

[Former Member]

Good Day Gurus

I am also involved in an intergration Project between SolMan and BMC Remedy. I realize that Antonius has made some progress on the configuration side of Solution Manager. I think something that is equally important is the actual process mapping or at least the understanding thereof, this will assist in determining what data to transfere when.

We are also including some Remedy developers in our project as they know and understand their system better, hopefully this will fast track the configuration phase.

Any lessons learned will be highly appreciated.

[Former Member]

waiting for answers..

[Former Member]

Can anybody help please?

[Former Member]

I've completed the task "Connecting to an external service desk" in Solman SPRO.

But i can't find correct mapping between SAP and BMC.

ANybody had experience on that?

Thanks.

[Former Member]

Hi,

am not familiar with BMC , but have configured "external service desk" in solman.

let me know if you are facing any specific issues in configuration .. i will try and share my thoughts on it.

regards,

Pradeep L

[Former Member]

Ok I'll specify what i've done.

I've done this:

Release Web Service

Step:

Transaction: WS_CONFIG.

• 1. Select service ICT_SERVICE_DESK_API and variant ICT_SERVICE_DESK_API.

• 2. Choose Create or Web Service -> Create

• 3. Save your entries.

Create a communication User.

• SAP_SUPPDESK_ADMIN

• SAP_SUPPDESK_INTERFACE

Create Logical Port

Transaction: LPCONFIG.

• 1. Choose proxy class CO_PCICT_SERVICE_DESK_API

• 2. Specify a logical port name

• 3. Choose Create

• 4. Enter a description

• 5. Choose the Call Parameters tab

• 6. Enter the URL for the call to the external web service (I entered BMC Remedy WSDL)

• 7. Check and save your entries

• 8. Activate the logical port

(But I wonder if I've set up correct logical port, here I attach my SAP Screen on this step: http://i43.tinypic.com/15g3vie.jpg)

Must I create RFC Connection first instead entering the WSDL URL?

• Configure the Interface.*

Transaction: ICTCONF.

Click on "Add" button.

Enter an External System Name

Choose the logical Port created in the preceding Step.

When I confirm, I got the following error:

External system testing connection test error

I'll stop here before continuing any further.

Can you see into my problem and gimme suggestions please?

Thanks.

Edited by: Antonius Erwin Handoko on Apr 27, 2009 4:48 AM

[Former Member]

so how's it?

have you looked into it?

[Former Member]

any gurus sucessful in connecting it onto BMC?

[Former Member]

waiting for enlightment...

[Former Member]

waiting for some clues...

[Former Member]

Hi Antonius,

make your Logical Port as Default and check your URL (WSDL) once again ...

[Former Member]

Guys,

In SMSY, adding landscape components, looking into Product Versions , tick on the "Free Product/select Product version" box.

There I found an entry in our system called: "Remedy Helpdesk Integr. by BMC"

This suggest there should be a kind of product to enable the integration....

Maybe this could be a tip to look into....?

Kind regards,

Rutger

Edited by: R. Koppelaar on May 4, 2009 4:04 PM

[Former Member]

We've entered this WSDL in URL: http://itsm7mii/arsys/WSDL/public/itsm7mii/HPD_IncidentInterface_Create_WS which is Remedy WSDL.

Here's what the output of that WSDL:

<wsdl:definitions targetNamespace="urn:HPD_IncidentInterface_Create_WS">

u2212

<wsdl:types>

u2212

<xsd:schema elementFormDefault="qualified" targetNamespace="urn:HPD_IncidentInterface_Create_WS">

<xsd:element name="HelpDesk_Submit_Service" type="s0:CreateInputMap"/>

u2212

<xsd:complexType name="CreateInputMap">

u2212

<xsd:sequence>

<xsd:element name="Assigned_Group" type="xsd:string"/>

<xsd:element name="Assigned_Group_Shift_Name" type="xsd:string"/>

<xsd:element name="Assigned_Support_Company" type="xsd:string"/>

<xsd:element name="Assigned_Support_Organization" type="xsd:string"/>

<xsd:element name="Assignee" type="xsd:string"/>

<xsd:element name="Categorization_Tier_1" type="xsd:string"/>

<xsd:element name="Categorization_Tier_2" type="xsd:string"/>

<xsd:element name="Categorization_Tier_3" type="xsd:string"/>

<xsd:element name="CI_Name" type="xsd:string"/>

<xsd:element name="Closure_Manufacturer" type="xsd:string"/>

<xsd:element name="Closure_Product_Category_Tier1" type="xsd:string"/>

<xsd:element name="Closure_Product_Category_Tier2" type="xsd:string"/>

<xsd:element name="Closure_Product_Category_Tier3" type="xsd:string"/>

<xsd:element name="Closure_Product_Model_Version" type="xsd:string"/>

<xsd:element name="Closure_Product_Name" type="xsd:string"/>

<xsd:element name="Department" type="xsd:string"/>

<xsd:element name="First_Name" type="xsd:string"/>

<xsd:element name="Impact" type="s0:ImpactType"/>

<xsd:element name="Last_Name" type="xsd:string"/>

<xsd:element name="Lookup_Keyword" type="xsd:string"/>

<xsd:element name="Manufacturer" type="xsd:string"/>

<xsd:element name="Product_Categorization_Tier_1" type="xsd:string"/>

<xsd:element name="Product_Categorization_Tier_2" type="xsd:string"/>

<xsd:element name="Product_Categorization_Tier_3" type="xsd:string"/>

<xsd:element name="Product_Model_Version" type="xsd:string"/>

<xsd:element name="Product_Name" type="xsd:string"/>

<xsd:element name="Reported_Source" type="s0:Reported_SourceType"/>

<xsd:element name="Resolution" type="xsd:string"/>

<xsd:element name="Resolution_Category_Tier_1" type="xsd:string"/>

<xsd:element name="Resolution_Category_Tier_2" type="xsd:string"/>

<xsd:element name="Resolution_Category_Tier_3" type="xsd:string"/>

<xsd:element name="Service_Type" type="s0:Service_TypeType"/>

<xsd:element name="Status" type="s0:StatusType"/>

<xsd:element name="Action" type="xsd:string"/>

<xsd:element name="Create_Request" type="s0:Create_RequestType"/>

<xsd:element name="Summary" type="xsd:string"/>

<xsd:element name="Notes" type="xsd:string"/>

<xsd:element name="Urgency" type="s0:UrgencyType"/>

<xsd:element name="Work_Info_Summary" type="xsd:string"/>

<xsd:element name="Work_Info_Notes" type="xsd:string"/>

<xsd:element name="Work_Info_Type" type="s0:Work_Info_TypeType"/>

<xsd:element name="Work_Info_Date" type="xsd:dateTime"/>

<xsd:element name="Work_Info_Source" type="s0:Work_Info_SourceType"/>

<xsd:element name="Work_Info_Locked" type="s0:Create_RequestType"/>

<xsd:element name="Work_Info_View_Access" type="s0:Work_Info_View_AccessType"/>

</xsd:sequence>

</xsd:complexType>

u2212

<xsd:simpleType name="ImpactType">

u2212

<xsd:restriction base="xsd:string">

<xsd:enumeration value="1-Extensive/Widespread"/>

<xsd:enumeration value="2-Significant/Large"/>

<xsd:enumeration value="3-Moderate/Limited"/>

<xsd:enumeration value="4-Minor/Localized"/>

</xsd:restriction>

</xsd:simpleType>

u2212

<xsd:simpleType name="Reported_SourceType">

u2212

<xsd:restriction base="xsd:string">

<xsd:enumeration value="Direct Input"/>

<xsd:enumeration value="Email"/>

<xsd:enumeration value="External Escalation"/>

<xsd:enumeration value="Fax"/>

<xsd:enumeration value="Systems Management"/>

<xsd:enumeration value="Phone"/>

<xsd:enumeration value="Voice Mail"/>

<xsd:enumeration value="Walk In"/>

<xsd:enumeration value="Web"/>

<xsd:enumeration value="Other"/>

.......

.......

I have also tried using SOAP UI, but I don't know how to figured it out.

[Former Member]

is there someone out there willing to help?

Full 'cendol' ahead..

Edited by: Antonius Erwin Handoko on May 6, 2009 11:58 AM

[Former Member]

Hi Antonius,

I'm also working on Solution Manager - Remedy Integration. We have configured an R/3 4.6C system to pass a ticket that has been opened via the Feedback functionality to Solution Manager (7.0) Service Desk. From there we want to call the remedy web service to pass the ticket.

I spoke to BMC and there are several levels of integration. I can mail you the document, if you don't have it yet. Yes, there is a specific integration module by BMC which offers full integration (including status updates and solution feed-back) but needs to be purchased. However, if you just want to pass the ticket, as in our case, I was told no additional module is needed.

Our idea is to pass the ticket to Netweaver PI for adeguate formatting and call the remedy web service from there. We plan to conclude our analysis next week. Let me know if your scenario is similar and what systems/releases are in your landscape.

Regards

Michael

[Former Member]

This message was moderated.

[Former Member]

Dear Michael,

Our Sytem is Solution Manager 7.0 EHP 1, and BMC Remedy Mid Tier 7.1

Our scenario is to create message in SAP, and then synchonize it with third party helpdesk, which is BMC Remedy.

We got error in phase 'Configuring Interface to External Service Desk'.

I've mail you about the documentation, please kindly check.

Best Regards,

[Former Member]

waiting for gurus to answer...

[Former Member]

I will start diggin' into this area.... will update you all during the journey

Best Regards

/tobbe

[Former Member]

thanks..

please up date here as you find something interesting.

[Former Member]

I did extensive googel'ing .. and found this text regarding integration between BMC and Solman:

'If you want to connect a third party product like a Remedy Call Tracking System (Peregrine ServiceCenter) to the Service Desk, use the SAP Business Connector. This is an infrastructure offer from SAP to export messages to another call tracking systems. The SAP Business Connector

handles data structure mapping and output into the requested format (SMTP, HTTP).

The transfer of messages can be triggered by a scheduled background job or initiated manually. The data structure for the export interface is determined by the SES/SIS standard.

Requirements for implementation at the customer site

- SAP Solution Manager up and running

- Background job scheduled in SAP Solution Manager for export data

- SAP Business Connector (SAP BC) up and running

- Import of a transport into SAP BC

- Modification / adjustment of your call tracking system to enable case

creation based on data from SAP BC (third party consulting may be

necessary)

For further details see SAP Note 529754 and follow this link :

http://service.sap.com/solutionmanager -> "Functions in Detail" ->

"Support Area" -> "Message Handling Process"

Check the section "Interface between Service Desk and a Third Party Call

Tracking System "

Hope that the above information helps.

/Tobbe

PS: at the moment I am busy with a PI 7.1 Performance Analysis... and don't have time for this area until after summer ;/

[Former Member]

Dear Robert,

I've read the BC connector.

It seems that Solman 4.0 doesn't need BC Connector, as it is handled by logical port.

Now I doubt if this can really be done without additional efforts in ABAP side.

Dear Remedy Consultant,

yes I'm interested in joining in the project.

Right now I'm searching for Remedy Web Service endpoint that has 'RequestSystemGuid' function.

Does Remedy has this?

Thanks for your help.

Regards,

[Former Member]

Hello Bobby ,

I am trying to implement help desk external interface that is Remedy. Can I ask you some thing regarding Remedy mapping.

How do you map Remedy from Solution manager SD( do u have predefined XMLs).please let me know the details if you have free time.

If you have any documentation regarding Remedy mapping information, please share your technology.

regards

bobby

[Former Member]

SAP Solman development team said that we should implement the exact API in Remedy System.

That is, the web service that's generated from Solman.

We're currently also still trying to implement that service in our Remedy System.

Regards,

Bobby

[Former Member]

Dear Bobby Gunawan,

Can you please guide in integrate in the Service Desk + Remedy in solution manager .

Hope you have done long back.

Regards,

Umesh

[Former Member]

Please share me if you have these screens share me.

I have another requirement.

we need to integrate from sap solution manager to Third party CA tool.