SmartChange Integration Framework Guide - ServiceNow Integration
- Maria Hald
The configuration cockpit, transaction /RTC/TM_IF_CONFIG, needs to be run on the TM Controller only.
Global activation Settings
General settings for activating the TM Integration Framework. Enter the following fields and their values:
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.
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:
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| 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. |
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| 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 |
|---|---|---|---|---|---|---|---|---|---|
<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 |
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| <space> | Assign (M) | state=-1^ORstate=-5&sysparm_display_value=true |
<your Server ID for Change> | GET | Reassign TR to a different ITSM ticket | * | * | * |
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| Space | state=-1^ORstate=-5&sysparm_display_value=true |
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<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 |
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| <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 | * | * | * |
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| Space | state=1^ORstate=2^ORstate=3&sysparm_display_value=true |