Information needed for SAP Cloud ALM callback to close alerts linked to closed external tickets

[SAPSupport]

Hi Team,

We are trying to perform the callback option to auto solve the alerts in SAP Cloud ALM.

Exactly where we have to configure that: under external api management tab ---> subscription management? or webhook management? or mapping management?

Regards

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[SAPSupport · Accepted solution]

The Integration with External Ticket systems guide contains section Configuration Flow. The sub-section "Setup Event Situation Confirmation if Ticket is Solved" outlines the following: "...the ticket system processing rules must be updated to trigger a callback into Cloud ALM using the Event Situation API."

The callback must be configured outside of SAP Cloud ALM. The SAP Cloud ALM External API Management app cannot be used to configure the callback. It is not possible to make SAP Cloud ALM perform the callback.

If your external ticketing system supports a processing rules functionality (or other similar functionality), the callback can be executed using that mechanism. The processing rule will need to:

1. Read the details of the ticket being closed.
2. Format the ticket data into a compliant JSON object.
3. Call the SAP Cloud ALM Event Situation API and transmit the JSON object as the Request Body.

If your external ticketing software does not offer this feature, you will need to need to call the SAP Cloud ALM Event Situation API by some other mechanism. These could be:

• API Middleware
• REST API Client software
• Custom software

More information about how to use the SAP Cloud ALM Event Situation API can be found on the SAP Business Accelerator Hub and the API Guide for SAP Cloud ALM pages for the API.