SAP Solution Manager 7.2 Service Desk WebService API - PDF

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White Paper Document Version: 1.0 Final Date: December 7, 2015 SAP Solution Manager 7.2 Contents 1 Scenarios Status Model Status Definition Requester Provider Replication
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White Paper Document Version: 1.0 Final Date: December 7, 2015 SAP Solution Manager 7.2 Contents 1 Scenarios Status Model Status Definition Requester Provider Replication of Contact Persons General Scenarios Transfer of Additional Partners and Partner Functions System Roles Message Data Mapping Operations RequestSystemGuid Description Type Messages ProcessIncident Description Initiator Type Messages ReplicateIncident Description Initiator Type Messages AcceptIncidentProcessing Description Initiator Type Messages 7.5 AddInfo Description Initiator Type Messages VerifyIncidentSolution Description Initiator Type Messages RejectIncidentSolution Description Initiator Type Messages CloseIncident Description Initiator Type Messages Data Types IctIncidentHead IctIncidentStatement IctIncidentTexts IctIncidentStatements IctIncidentAttachment IctIncidentAttachments IctIncidentSapNote IctIncidentSapNotes IctIncidentSolution IctIncidentSolutions IctIncidentAdditionalInfo IctIncidentAdditionalInfos IctIncidentUrl IctIncidentUrls 8.15 IctPhone IctFax IctIncidentPerson IctIncidentPersons IctError IctErrors IctPersonMap IctPersonMaps Error Handling Error Code Internal Error Error Messages Attribute Types of the SAP Solution Manager Service Desk Enhancement Options...50 BAdIs in SAP Solution Manager...50 BADI AGS_SD_OUTBOUND_FACTORY...50 BADI_ICT_MAINTAIN_ORDER 1 Scenarios SAP Solution Manager supports you throughout the entire lifecycle of your solutions, from the planning through configuration to production operation. It provides central access to tools methods and preconfigured content, which you can use during the evaluation, implementation, and productive operation of your systems. The SAP Solution Manager IT Service Management service desk helps you to support your solution. Your internal customers, that is, end users or key users, can report incidents from any SAP system. You process these incidents centrally in the SAP Solution Manager service desk and forward them to SAP Support, if necessary. Incidents can be reported or generated in various ways in SAP Solution Manager. The following figure shows which incident initiators can be involved, and which systems can add data to incidents. 5 2 Status Model The status model defines which system can call which operations and when. 2.1 Status Definition Status Current Incident Processor Description BeginningState Requester The incident is not currently involved in an incident exchange with one or more external systems (providers). Initial incident status within the requester. Processing Provider The incident is being processed by the provider. Provider RequesterProcess Requester The incident is being processed by the requester. ing SolutionProvided Requester The provider has offered/suggested a solution to the requester. Closed - The incident has been closed by the requester. 6 2.2 Requester 2.3 Provider 7 3 Replication of Contact Persons 3.1 General The interface parameter IctPersons (list based on the complex type IctIncidentPerson) replicates (inserts and changes) contact persons, including their contact information (telephone, fax, ,) by each WebService call. An interface parameter structure which contains the field PersonID (see below), must refer to a corresponding entry in the list IctPersons, if the field PersonID is not empty. If this entry is missing, that is, there is no corresponding master record in IctPersons, the interface raises an error. Unsuccessful WebService calls (ErrorCode 0) do not trigger system actions (call is rejected, rollback). This reference makes a contact person, with contact information, responsible for each activity (inserting information, deleting attachments, and more). External contact persons must always be identified by the same person ID for all service calls within a service desk. Interface parameter structures whose entries can refer to an entry in IctPersons: IctIncidentStatement IctIncidentAttachment IctIncidentSapNote IctIncidentSolution IctIncidentUrl IctAdditionalInfo (SAPBusinessPartnerXX) 8 3.2 Scenarios a) External mapping is not passed If there is no mapping yet to an existing business partner in the SAP Solution Manager for an external Person ID, but the contact information passed contains an e- mail address, the SAP Solution Manager checks whether there is already a unique business partner with this address. If so, the external contact person is mapped to this business partner, that is, a new entry is inserted into the mapping table, but no new business partner is created. If no unique business partner is found using the search, a new business partner is created from the contact information passed and its ID is inserted into the table ICT_MAP_PERSON. In both cases this mapping is returned to the external service desk in the PersonMaps interface parameter of the response message. Request Response 9 10 b) External mapping is passed Passing a value in PersonIdExt of the interface structure IctPerson can overwrite and adjust the internal SAP Solution Manager mapping table. In the following example, the external contact person is mapped by the business partner 0817 with ID 4711, although the mapping table points to business partner This example scenario assumes that the business partner 0817 already exists. Request Response 11 12 3.3. Transfer of Additional Partners and Partner Functions The agent and the reporter are transferred by default. In addition, you can send and receive additional partners. The data (partner function and partner number) is sent with additional info attributes. You can exchange up to 10 additional partners. SAPBusinessPartnerFunction + Suffix (ex. SAPBusinessPartnerFunction01) SAPBusinessPartner + Suffix (ex. SAPBusinessPartner01) To activate the sending and receiving (incoming / outgoing) of additional business partners, configure these partner functions in Customizing table ICT_PFCT_FLTR. You can define which additional partner function are sent to which external service desk. To further restrict the sending of additional partners also on transaction type level, specify a transaction type. For the additional info attribute SAPBusinessPartnerFunction, uses the value-based mapping to map partner functions based on their value. Example: map partner function SLFN002 to EXTSD01. In addition to the value-based mapping for the partner function, you can use the general attribute mapping for all additional info attributes to have additional mapping flexibility. For more information about mapping, see section 6 Mapping. 13 4 System Roles To each system involved in a message exchange, a system role must be assigned for each message separately, that is, system A could have the role Requester for message 4711 and the role Provider for message These system roles specify which actions a system can perform or call for a message, depending on the status model, for example, only the system with the role Requester can close a message (only the Requester can call the service CloseIncident). Roles are assigned when a message exchange is initiated, by setting the fields IncidentGuid and RequesterGuid in the interface structure IctHead of the service ProcessIncident (initiate message exchange and send message) or ReplicateIncident (initiate message exchange and do not send message). The service RequestSystemGuid gets a system-wide unique ID of the service desk system, which must not change as long as it still has open message exchanges. The SAP Solution Manager generates and returns a globally unique GUID. In the following example, the role Provider is assigned to the system B when the message exchange is initiated. 14 5 Message Data Only delta information is exchanged between the systems involved in the message exchange, that is, a service desk system only sends data which has been captured in the service desk in that system since the last service call. The example shows that system A only sends data which has been captured in system A since its last service call to system B. 15 6 Mapping Both the incoming and outgoing values of specific SAP Solution Manager service desk mappings (ex. priority) are specified in the SAP Solution Manager, that is, an external system needs no mapping logic of functionality because the SAP Solution Manager provides the Customizing tables, and BAdIs for customer-specific mappings. You can also specify separate mappings for the incoming and outgoing processing, as shown in the figure below. The following interface parameter fields can be mapped in Customizing tables. Interface Parameter IctHead IctStatements IctAdditionalInfos Field Priority TextType all attributes BAdI implementations are not restricted to particular interface fields. You can access all incoming and outgoing data in a BAdI, and map it to specified values. 16 7 Operations Apart from the operation RequestSystemGuid, all listed operations are involved in the incident exchange process. The operation ProcessIncident or ReplicateIncident initiates the incident exchange between two helpdesks. The operation AcceptIncidentProcessing, AddInfo, VerifyIncidentSolution, RejectIncidentSolution, and CloseIncident reflect the different actions of the incident exchange process. The request of these operations is always built up of the incident header (with some basic information about the incident) and the difference between the last incident exchange for statements (added statements), attachments (deleted/added), SAP Notes (deleted/added) Solutions (added/deleted) and URLs (added/deleted). Moreover, the parameter AdditionalInfos allows to set/overwrite additional specific attributes which need not to be taken into account by all help desks. The SAP Solution Manager Service Desk will use this parameter to provide the information for the SAP component, involved system ID, and so on. The attribute types starting with the prefix SAP are reserved for the use of the SAP Solution Manager service desk. 7.1 RequestSystemGuid Description Provides a Globally Unique Identifier (GUID) that uniquely identifies a (help desk) system. This ID is used within the incident exchange to provide the information which service desk is playing which role (requester or provider) Type Request/Response Messages Input RequestSystemGuid Part parameters Type/Element RequestSystemGuid xsd:element name= requestsystemguid xsd:complextype xsd:sequence/ /xsd:element 17 Output Part Parameters RequestSystemGuidResponse Type/Element RequestSystemGuidResponse xsd:element name= requestsystemguidresponse xsd:complextype xsd:element name= errors type= tns:icterrors / xsd:element name= systemguid type= n0:char32 / /xsd:element Element Type Description Error IctErrors Error List SystemGUID char32 System GUID of the Help Desk System 7.2 ProcessIncident Description Creates an incident to be processed by the provider (third-party help desk); incident processing is handed over to the provider (status ProviderProcessing) Initiator Initiator Status at start Status at end Requester BeginningState ProviderProcessing Type Request/Response Messages Input ProcessIncident Part parameters Type/Element ProcessIncident xsd:element name= processincident xsd:complextype xsd:element name= ictadditionalinfos type= tns:ictincidentadditionalinfos / xsd:element name= ictattachments type= tns:ictincidentattachments / xsd:element name= icthead type= tns:ictincidenthead / xsd:element name= ictid type= n0:char32 / xsd:element name= ictpersons type= tns:ictincidentpersons / 18 xsd:element name= ictsapnotes type= tns:ictincidentsapnotes / xsd:element name= ictsolutions type= tns:ictincidentsolutions / xsd:element name= ictstatements type= tns:ictincidentstatements / xsd:element name= icttimestamp type= n0:decimal15.0 / xsd:element name= icturls type= tns:ictincidenturls / /xsd:element Element Type Description IncidentHead IctIncidentHead Incident Header IncidentStatements IctIncidentStatements Texts IncidentAttachments IctIncidentAttachments Attachments IncidentSapNotes IctIncidentSapNotes SAP Notes IncidentSolutions IctIncidentSolutions Solutions IctAdditionalInfos IctIncidentAdditionalInfos Additional Information IctUrls IctIncidentUrls URLs IctIPersons IctIncidentPersons Contacts IctID char32 Incident number in the requester (help desk system) IctTimestamp decimal15.0 Incident creation UTC timestamp in the requester (help desk system) Output ProcessIncidentResponse Part parameters Type/Element ProcessIncidentResponse xsd:element name= processincidentresponse xsd:complextype xsd:element name= errors type= tns:icterrors / xsd:element name= personmaps type= tns:ictpersonmaps / xsd:element name= prdictid type= n0:char32 / /xsd:element Element Type Description Errors IctErrors Error List PersonMaps IctPersonMaps Mapping of person IDs PrdIctId char32 Incident number in the provider (help desk system) 19 7.3 ReplicateIncident Description Creates a copy of an incident in the provider (connected help desk). Incident processing still takes place in the requester (status RequesterProcessing); the provider (the central message system, for example) is, initially, only informed about the incident (reporting) Initiator Initiator Status at start Status at end Requester BeginningState RequesterProcessing Type Request/Response Messages Input ReplicateIncident Part parameters Type/Element ReplicateIncident xsd:element name= replicateincident xsd:complextype xsd:element name= ictadditionalinfos type= tns:ictincidentadditionalinfos / xsd:element name= ictattachments type= tns:ictincidentattachments / xsd:element name= icthead type= tns:ictincidenthead / xsd:element name= ictid type= n0:char32 / xsd:element name= ictpersons type= tns:ictincidentpersons / xsd:element name= ictsapnotes type= tns:ictincidentsapnotes / xsd:element name= ictsolutions type= tns:ictincidentsolutions / xsd:element name= ictstatements type= tns:ictincidentstatements / xsd:element name= icttimestamp type= n0:decimal15.0 / xsd:element name= icturls type= tns:ictincidenturls / /xsd:element Element Type Description IncidentHead IctIncidentHead Incident Header IncidentStatements IctIncidentStatements Texts IncidentAttachments IctIncidentAttachments Attachments IncidentSapNotes IctIncidentSapNotes SAP Notes IncidentSolutions IctIncidentSolutions Solutions IctAdditionalInfos IctIncidentAdditionalInfos Additional Information IctUrls IctIncidentUrls URLs IctIPersons IctIncidentPersons Contacts IctID char32 Incident number in the 20 requester (help desk system) IctTimestamp decimal15.0 Incident creation UTC timestamp in the requester (help desk system) Output ReplicateIncidentResponse Part parameters Type/Element ReplicateIncidentResponse xsd:element name= replicateincidentresponse xsd:complextype xsd:element name= errors type= tns:icterrors / xsd:element name= personmaps type= tns:ictpersonmaps / xsd:element name= prdictid type= n0:char32 / /xsd:element Element Type Description Errors IctErrors Error List PersonMaps IctPersonMaps Mapping of person IDs PrdIctId char32 Incident number in the provider (help desk system) 21 7.4 AcceptIncidentProcessing Description Accepts an incident for processing; incident processing is handed over from the requester to the provider, or the other way around Initiator Initiator Status at start Status at end Requester RequesterProcessing ProviderProcessing Provider ProviderProcessing RequesterProcessing Request/Response Type Messages Input AcceptIncidentProcessing Part parameters Type/Element AcceptIncidentProcessing xsd:element name= acceptincidentprocessing xsd:complextype xsd:element name= ictadditionalinfos type= tns:ictincidentadditionalinfos / xsd:element name= ictattachments type= tns:ictincidentattachments / xsd:element name= icthead type= tns:ictincidenthead / xsd:element name= ictpersons type= tns:ictincidentpersons / xsd:element name= ictsapnotes type= tns:ictincidentsapnotes / xsd:element name= ictsolutions type= tns:ictincidentsolutions / xsd:element name= ictstatements type= tns:ictincidentstatements / xsd:element name= icturls type= tns:ictincidenturls / /xsd:element Element Type Description IncidentHead IctIncidentHead Incident Header IncidentStatements IctIncidentStatements Texts IncidentAttachments IctIncidentAttachments Attachments IncidentSapNotes IctIncidentSapNotes SAP Notes IncidentSolutions IctIncidentSolutions Solutions IctAdditionalInfos IctIncidentAdditionalInfos Additional Information IctUrls IctIncidentUrls URLs IctIPersons IctIncidentPersons Contacts 22 Output AcceptIncidentProcessingRepsonse Part parameters Type/Element AcceptIncidentProcessing xsd:element name= acceptincidentprocessingresponse xsd:complextype xsd:element name= errors type= tns:icterrors / xsd:element name= personmaps type= tns:ictpersonmaps / /xsd:element Element Type Description PersonMaps IctPersonMaps Mapping of person IDs Errors IctErrors Error List 7.5 AddInfo Description Adds or changes incident information. This operation does not cause a change in status Initiator Initiator Status at start Status at end Requester ProviderProcessing ProviderProcessing RequesterProcessing RequesterProcessing SolutionProvided SolutionProvided Provider ProviderProcessing ProviderProcessing RequesterProcessing RequesterProcessing SolutionProvided SolutionProvided Type Request/Response Messages Input AddInfo Part parameters Type/Element AddInfo xsd:element name= addinfo xsd:complextype xsd:element name= ictadditionalinfos type= tns:ictincidentadditionalinfos / xsd:element name= ictattachments type= tns:ictincidentattachments / 23 xsd:element name= icthead type= tns:ictincidenthead / xsd:element name= ictpersons type= tns:ictincidentpersons / xsd:element name= ictsapnotes type= tns:ictincidentsapnotes / xsd:element name= ictsolutions type= tns:ictincidentsolutions / xsd:element name= ictstatements type= tns:ictincidentstatements / xsd:element name= icturls type= tns:ictincidenturls / /xsd:element Element Type Description IncidentHead IctIncidentHead Incident Header IncidentStatements IctIncidentStatements Texts IncidentAttachments IctIncidentAttachments Attachments IncidentSapNotes IctIncidentSapNotes SAP Notes IncidentSolutions IctIncidentSolutions Solutions IctAdditionalInfos IctIncidentAdditionalInfos Additional Information IctUrls IctIncidentUrls URLs IctIPersons IctIncidentPersons Contacts Output AddInfoReponse Part parameters Type/Element AddInfoResponse xsd:element name= addinforesponse xsd:complextype xsd:element name= errors type= tns:icterrors / xsd:element name= personmaps type= tns:ictpersonmaps / /xsd:element Element Type Description PersonMaps IctPersonMaps Mapping of person IDs Errors IctErrors Error List 24 7.6 VerifyIncidentSolution Description Verifies a suggested solution Initiator Initiator Status at start Status at end Provider ProviderProcessing SolutionProvided Type Request/Response Messages Input VerifyIncidentSolution Part parameters Type/Element VerifyIncidentSolution xsd:element name= verifyincidentsolution xsd:complextype xsd:element name= ictadditionalinfos type= tns:ictincidentadditionalinfos / xsd:element name= ictattachments type= tns:ictincidentattachments / xsd:element name= icthead type= tns:ictincidenthead / xsd:element name= ictpersons type= tns:ictincidentpersons / xsd:element name= ictsapnotes type= tns:ictincidentsapnotes / xsd:element name= ictsolutions type= tns:ictincidentsolutions / xsd:element name= ictstatements type= tns:ictincidentstatements / xsd:element name= icturls type= tns:ictincidenturls / /xsd:element Element Type Description IncidentHead IctIncidentHead Incident Header IncidentStatements IctIncidentStatements Texts IncidentAttachments IctIncidentAttachments Attachments IncidentSapNotes IctIncidentSapNotes SAP Notes IncidentSolutions IctIncidentSolutions Soluti
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