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In this area, the connection to the ITSM systems is configured.
If templates for your ITSM system already exist, we recommend copying them and making changes there.

Available templates

JIRA

  • TEMPLATE_ JIRA CLOUD for Jira Software Cloud

  • TEMPLATE_ JIRA SERVER for Jira Software Data Center / Jira Software Server

Service Now

  • TEMPLATE_ SNOW_INC for ServiceNow Incidents

SAP Solution Manager

  • TEMPLATE_ SOLMAN_SMIN for SolutionManager Incidents

  • TEMPLATE_ SOLMAN_SMIR for Solution Manager Requirements

System configuration

For the configuration to an ITSM system, an entry must exist in the ITSM table.

Field name

Field value

Server ID

Technical name for the ITSM configuration.
The name will be saved as SAP/TM attribute, as defined in the global settings.

Active

'X' = Active ITSM connection
Activate ITSM connection after configuration is done! Use POC List

Use the POC list to release the configuration only for certain persons for testing purposes.

Server description

ITSM System description

Description will displayed later in the Popup of ticket selection

Server path

Main URL path of ITSM System
e.g. https://example.atlassian.com

Automation path (optional)

RFC destination

Created RFC destination for ITSM system connection
e.g. JIRA_CLOUD_RTDEMO

Automation RFC (optional)

ITSM Type

Available ITSM Types:

  • JIRA (released)

  • POLARION

  • SNOW

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