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SmartChange Integration Framework Guide - ServiceNow Integration

SmartChange Integration Framework Guide - ServiceNow Integration

The configuration cockpit, transaction /RTC/TM_IF_CONFIG, needs to be run on the TM Controller only.

image-20241218-174559.png

 

Global activation Settings

General settings for activating the TM Integration Framework. Enter the following fields and their values:

Field Name

Field Value

Description

Field Name

Field Value

Description

EMAIL_DISP

(Leave Blank)

' ' = Always display, 'A' = Display conditionally.

ITSM_ATTR

ZRTC_TM_ITSM_ID

Name of the Transport Request attribute for ITSM integration.

SWITCH_OFF

(Leave Blank)

'X' = TM Integration framework is inactive.

TITEL1

Select ticket

Title for the pop-up window during TR creation.

TR_TYPE

A

'A' = All TRs, ' ' = Customizing and Workbench TRs only.

ITSM systems configuration

In this step, you’ll configure parameters for ServiceNow.

There are templates available for connecting ITSM system. To connect to ServiceNow, copy the template TEMPLATE_ SNOW_CHG for the integration of changes and TEMPLATE_ SNOW_INC for the integration of incidents. It is important not to modify the templates directly but to create a copy, as the templates can be updated by REALTECH at any time.

image-20250115-000145.png

Dialog structure

Action

Description

Dialog structure

Action

Description

1

ITSM system

Copy template

Copy the template TEMPLATE_ SNOW_CHG or TEMPLATE_ SNOW_INC and assign a meaningful ITSM Server ID .

2

ITSM system

Maintain ITSM system

Maintain the following columns for the new entry:

3

Dev Systems

Maintain development system

Ticket assignment is only possible for configured development systems. Enter all development systems here that should be connected to the ITSM system.

4

POC User

Maintain POC User for Development System

For each development system, POC users can be specified. If POC users are entered, ticket assignment in this development system is only allowed for these users. If no POC users are specified, it will be active for all users.

5

Optional settings

Maintain short text settings

When the transport request is created in SAP, the short text can be automatically adjusted if certain rules are defined. Fixed values or specific parameters can be used to create a prefix and/or suffix. If the short text is to be overwritten with the defined settings, the manually entered text can be replaced by activating the 'Overwrite' flag.

6

 

 

Save your entry!

 

TM Workflow step configuration

In this step, you’ll configure actions for ServiceNow.

There are templates available for the TM Workflow step configuration. Copy the template TEMPLATE_ SNOW_CHG for the change configuration or TEMPLATE_ SNOW_INC for using the incident configuration. It is important not to modify the templates directly but to create a copy, as the templates can be updated by REALTECH at any time.

Server ID

Item type

Action

Transport level

Project

Destination

Inactive

Mode

Filter query/ Body

Server ID

Item type

Action

Transport level

Project

Destination

Inactive

Mode

Filter query/ Body

<your Server ID for Change>

GET

After workflow assignment

*

*

*

 

<space>

Assign (M)

state=-1^ORstate=-5&sysparm_display_value=true

<your Server ID for Change>

GET

Creation of a request

 

 

 

 

<space>

Assign (M)

state=-1^ORstate=-5&sysparm_display_value=true

<your Server ID for Change>

GET

Reassign TR to a different ITSM ticket

*

*

*

 

 

Space

state=-1^ORstate=-5&sysparm_display_value=true

 

 

 

 

 

 

 

 

 

 

<your Server ID for Incident>

GET

After workflow assignment

*

*

*

 

<space>

Assign (M)

state=1^ORstate=2^ORstate=3&sysparm_display_value=true

<your Server ID for Incident>

GET

Creation of a request

 

 

 

 

<space>

Assign (M)

state=1^ORstate=2^ORstate=3&sysparm_display_value=true

<your Server ID for Incident>

GET

Reassign TR to a different ITSM ticket

*

*

*

 

 

Space

state=1^ORstate=2^ORstate=3&sysparm_display_value=true

 

 

 

 

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