SAP CALM for Operations have several core capabilities like Business Processes Monitoring, Integration & Exceptions Monitoring, Intelligent Event Processing, etc.
The Intelligent Event processing allows the customer to set and select the outbound integration he wants to use to notify any events/alerts to the right entity/person.
The notification can be sent by setting an event action.
There are 4 events action available for an integration with an external system:
1 - Send Email To : Send a email to a verified recipient
2 -Trigger Operation Flow : Start a operation flow set in SAP Workflow Managment, SAP Automation Pilot or SAP iRPA
3 - Create Ticket : Send a service ticket to a service like ServiceNow, JIRA
4 - Send Chat Message : Send a Chat message to a chat system like Microsoft TEAMS
In this blog, i will explain how to set the 4th event action "Send a Chat Message".
Step 1: In Microsoft Teams, Create an Incoming Webhooks
By following the steps explained in the Microsoft website, you will obtain an incoming webhook URL from the link corner.
Step 2: Create Destination in the SAP BTP Cockpit where SAP CALM is running
(You need access to the SAP Cloud ALM subaccount in BTP Cockpit. Your user needs the role "Connectivity and Destination Administrator" in the SAP Cloud ALM subaccount)
Log on to BTP Cockpit and enter your SAP Cloud ALM subaccount
Navigate to "Connectivity" > "Destinations"
Click "New Destination"
Name: Enter a destination name that identifies the Microsoft Teams channel it connects to (e.g. MSTEAMS_CLOUDALM)
Description: A description of the destination
URL: The URL of the webhook created in teams
Proxy Type: Internet
Click the "Save" button
Step 3: Create the webhook in SAP Cloud ALM
Log on to your SAP Cloud ALM tenant
Navigate to "Administration" > "External API Management"
External Api Management
Select the view "Webhooks Management"
Click the "+" button to add a new webhook
Name: Enter a name for the webhook (e.g. MSTeams_CloudALM)
Path: keep empty
Destination Source: BTP Destination
Destination Id: Select the destination you created in the BTP Cockpit
External Resource Type: Select "Chat"
Destination Type: Select „Microsoft Teams"
Your changes are saved automatically.
The new webhook
Step 4: Create the subscription in SAP Cloud ALM
In "External API Management" navigate to the view "Subscriptions Management"
Add a subscription
Click the "+" button to create a new subscription
Name: Enter a speaking name, this is the name users will see when they set up the chat message creation for the alert.
Description: Enter a description
Type: Select "Built-in"
Resource Type: Select CALM Event Situation
Webhook: Select the webhook you created in the previous step
Mapping: “Event Situation to MS Teams Chat”
create the subscription
Your changes will be saved automatically.
Step 5: Configure an Event Reaction in SAP Cloud ALM
You can now use this configuration to send chat messages from events.
Navigate to the configuration for the application for which you want to configure the automatic creation of chat messages for the event
Select the service for which you want to create the event
In the configuration UI, select the tab "Events"
Create an event (The available events differ for different use cases and different service/system types)
Scroll down to "Event Actions" > "Send Chat Message"
Click the "+" button to add the correct subscription
Select the subscription that you created in the previous step
Save your changes
Result in Microsoft TEAMS
If an alert is triggered in SAP CALM and an event reaction "Send Chat Notification" is set for this kind of alert, a post will be created automatically in the team channel where the webhook is configured.
The members of the TEAMS channel with right authorizations in SAP CALM can access the alert details in SAP CALM by clicking the Open Alert link.