ITSM System Configuration

In this area, the connection to the ITSM systems is configured.

Available templates

We recommend to copy templates and making changes there.
Please contact us if a template is not yet available for your ITSM system.

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

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

Field name	Field value

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