How SNOW and ChaRM connect

As the only SAP certified AddOn in the area of integration with ServiceNow, CONCORN promises with its SNOW adapter the integration with SAP Solution Manager in the areas of ChaRM, Alert/Monitoring and ITSM. In this technical SNOW adapter blog post we would like to talk about the integration with ChaRM.

When integrating third-party software, the first hurdle is the clarification of the architectural target: How may applications communicate with each other? Are simple port connections sufficient or does the DMZ play a role? These questions can only be answered on a company-specific basis. Once these questions have been clarified and a connection has been established, we move on to the system coupling phase.

On the SAP side, a service user with suitable authorizations and an RFC destination of type Http connection must be created for the coupling. The accessibility of the oData Services in the AddOn should be checked after installation and activation to avoid connection problems at an early stage.

The Customizing activities to be carried out afterwards mainly concern the areas CRM and PPF and include the creation of new transaction types with additional new statuses. Status changes are then completed using configurations of PPF actions and scheduling conditions. Z-Customizing is also necessary, for which CONCORN delivers the view cluster /SNOW/INT_CONFIG. The last setting concerns the ChaRM UI, which is extended to display the data transferred by SNOW. (e.g. SNOW change ID, SNOW status)

For the end user, the jump from SNOW is made easier by dynamically generating a link to the change created in ChaRM. This saves the end user the tedious search for the Change generated by SNOW.

The Customizing settings mentioned above are required for each process. We have configured two processes on our demo: Normal Change and Urgent Change. The following figure illustrates the status change and communication points of both systems in a Normal Change process.

For more information about SNOW and the integration with the ServiceNow suite, please contact Michael Henninger.

blueworks’ experience with SAP Application Lifecycle Management (ALM) dates back to the early 2000s. blueworks was the first Swiss company to be specifically certified by SAP to offer Solution Manager as a managed service and one of only 10 companies in the Focused Solution Circle. Our mission is to help companies get the most out of the latest ALM solutions and to integrate them optimally into the customers landscapes and their processes.