Integrate ITSM tools with SAP Solution Manager MAI

Automatic creation of tickets in external ITSM tools when Solution Manager alerts are generated

SAP SolMan - ITSM integration

SAP Solution Manager is probably the most commonly used tool for monitoring SAP and non-SAP systems at companies who use SAP. It is free of charge and has a lot of nice features for technical monitoring (systems, infrastructure, jobs, interfaces etc.) and monitoring of business processes. On the other hand, a lot of companies do not use Solution Manager Service Desk to track SAP incidents. There are a lot of IT service management platforms on the market which better suit the individual needs of some organizations.

More and more companies realize that integrating SAP Solution Manager and your third party ITSM system can bring great benefits.

Reacting automatically to Solution Manager alerts by creating a ticket in an external tool can decrease system downtime, reduce ticket resolution times and optimize service desk resources.

Solution Manager Monitoring and Alerting Infrastructure

You can monitor basically anything: systems (SAP and non-SAP), user experience (availability and performance), interfaces and connections, Process Integration (PI), message flows, BI processes, jobs and more. SolMan provides a unified user interface (Alert Inbox) where you can take action when alerts are raised.

However, if you use an external ITSM platform, then creating incidents is still a manual process.

Our Ticket System for SAP can automatically create incidents in your third party ITSM system whenever an alert is raised.

Configuration in Solution Manager

There is not much to do in Solution Manager after you have installed our ABAP add-on to your system by simply importing standard SAP transport files. You have to specify our SAP add-on as a third party connector for your alerts. You can define this on multiple levels (whole template or individual alerts). 

The next step is to define which SolMan alerts to forward to your external service desk. You can control this based on managed object type and name, alert severity, rating and other fields. Using your custom ABAP logic, you can map the field values of your external ticketing tool (priority, severity etc.) to the properties of Solution Manager alerts (rating, severity etc.). As the last step, a few basic settings needed to be configured to connect your SolMan and external ITSM systems (assign text templates to alerts, set up RFC connections etc.).

Examples

After the simple configuration steps, every time an alert is raised (visible in the Alert Inbox), a ticket is created automatically in the connected ITSM platform, without any human effort. Ticket fields are populated as configured in SAP, incident description and short text contain meaningful information and even direct links to relevant SAP transactions in the affected system. This helps your service desk to take immediate action to investigate the problem and to find a solution quicker.

Ticket details

The product attaches a lot of information into every ticket. All details of the alert and the relevant metrics are added. You can customize the short and long texts to include furhter information and naturally all texts can be translated to any language.

Our Ticket System helps your support staff to understand why an alert is raised, not only informs them about the fact that something went wrong.

Benefits

The immediate ticket creation and availability of all alert details result in less human effort, quicker reactions to alerts and less system downtime. This increases the ROI of your ITSM tool and SAP Solution Manager implementation.

Videos

You can watch how the integration works with different ITSM platforms below.

Next steps

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