We need to create ServiceNow incidents from Solution Manager Alerts

[symon_braunbaer]

Dear Experts,

we need to create a unidirectional integration between Solution Manager and ServiceNow, so that an alert from the Solution Manager would create a ticket in ServiceNow.

Yes, this question has been asked many times and there are quite some resources out there. But unfortunately I did not find some really good document, that is clearly written and detailed, so that I could take it and as an SAP Basis expert, follow the process and do the integration myself.

Although using third party software seems to be the easiest way, we would prefer to do it without the need to buy additional software or install additional servers with middleware as recommended in some solutions.

The closest to these requirements is the following post which is quite detailed:

Step by Step Process of Integrating SAP Solution M... - SAP Community

But unfortunately the author thinks that everybody can read his mind and his comments are very short and lack any detailed description. In the section Useful Tips there are several screens of code. What shall I do with them ? 

Later, I have no idea how in the Function Builder to perform the following:

Create FM with import parameters in such a way that it should populate values for ICT_INCIDENTGUID and ICT_INCIDENTATTR tables for Solman Service Now Incident GUID Mapping

I have already done the SOAMANAGER configuration and I have defined the logical port for the consumer proxy CO_PCICT_SERVICE_DESK_API.

From then on, the steps seem to be clear. Just I dont know one thing:
Is it a necessary prerequisite to have the ServiceDesk in Solution Manager configured ? Because that is not an easy task either...

Does anyone have a better document or a smarter advice for me ? I would be very very thankful!

[Vera_Jiang88]

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[Vera_Jiang88 · Accepted solution]

Dear Customer,

I understand your concern. Integrating SAP Solution Manager with ServiceNow for unidirectional alert and ticket creation can be a complex process. However, SAP does provide documentation and guidelines for such integrations. One approach to achieve this integration is to utilize the Alert Consumer BAdI Interface in SAP Solution Manager. This BAdI allows you to define custom logic for consuming alerts and triggering actions based on those alerts.

To get started, you can refer to SAP's official documentation and resources on the Alert Consumer BAdI Interface on the Support Portal. Additionally, you may want to explore ServiceNow's documentation on receiving and processing alerts from external systems.
https://support.sap.com/en/alm/solution-manager/expert-portal/alert-consumer-badi-interface.html
Focus on given documentation MAI-Alert-Consumer-BAdI-Interface.zip. --> E2E MAI Alert Consumer BAdI Interface.pdf

It's also worth considering engaging with a certified SAP partner or consulting firm with experience in integrations to ensure a successful implementation.

Best regards,
Vera Jiang