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Service Now Overlay with ActiveControl Integration
Service Now Overlay with ActiveControl Integration
Activate the following services in SICF sap/bc/webdynpro/sap/SAML2, /sap/public/bc/icons, /sap/public/bc/icons_rtl, /sap/public/bc/webicons, /sap/public/bc/pictograms, /sap/public/bc/webdynpro/* Run transaction SRT_ADMIN in client 000 and client 100 Run…
Integration Scenarios
Integration Architecture » Integration Scenarios
The standard integration scenario is to combine AC and a third party IT Service Management product, and possibly a Test Automation product to create a fully integrated end-to-end process for managing change. This typically requires both inbound and outbound…
Integration Architecture
Integration Architecture
The architecture of ActiveControl can be broken down into: client software, a controlling SAP system, other participating SAP systems and integration systems. The diagram below illustrates the central role of the controlling SAP system – referred to as the…
Inbound Integration
Integration Architecture » Inbound Integration
For inbound integration scenarios AC provides several SOAP web services. Currently, these are: • Create a Business Task • Change a Business Task • Read a Business Task • Analyse a Business Task • Read the results of an analysis for a Business…
Integration Class
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Integration Class
/BTI/TE_INT_CLAS – Integration Object Class List Field Description EXTSYS_NO Main external system identifier, this is the identifier of the system that you wish to integrate with we can have as many systems as we want. An…
Integration Points
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Integration Points
The standard out of the box integration framework integrates at task level with third party software using task status changes as integration points. A process code will need to be attached to a task deployment or planning status which subsequently needs to be attached…
Integration Trigger Engine
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Integration Trigger Engine
A trigger program should be scheduled to pick up the Task status changes that need to be interfaced to the external system(s). This trigger program selects the appropriate AC records, dependent on the configuration set up above, and passes it through the mapping…
Integration Send Engine
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Integration Send Engine
A send program is then scheduled to pick up the mapped transactions and send them out to the configured external systems. It retrieves the required records and then uses the configured send methods for each particular integration scenario to actually push the data out…
Integration Audit Report
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Integration Audit Report
At any time, the Integration Reporting Console can be used to see the status of all integrations, the status and history of each transaction and can also be used to update the underlying transactional data, if required, to fix errors. /BTI/TE_RINTEG_AUDIT se38…
SAP Integration Header
TROUBLESHOOTING » SAP Integration Header
Check in tables /bti/te_int_head SE16
SAP Integration Item’s
TROUBLESHOOTING » SAP Integration Item’s
Check table /bti/te_int_item se16. You can delete these entries and retest a connection.
Integration Process Flow
Integration Architecture » Integration Process Flow
The ActiveControl Integration Framework provides an open architecture for passing messages into and out of the system in a multitude of ways. Although integration can be set up in many ways, one of the more common scenarios is explained in detail below: Example…
Inbound Integration Process
Integration Architecture » Inbound Integration » Inbound Integration Process
There are two inbound calls in the above scenario: 1. Creation of the Business Task in AC 2. Approval of Testing/Entry of test results once testing complete Both of these calls would be web service calls to standard AC APIs (although alternative techniques are…
Outbound Integration Process
Integration Architecture » Outbound Integration Process
The outbound calls from AC to the external ticketing system can all be based on the Deployment Status of a change within AC. Integration scenarios based on AC status changes are delivered as standard with the AC Integration Engine and therefore require no…
ActiveControl Domain Controller Setup and Configuration
ActiveControl Domain Controller Setup and Configuration
This section guides you through the steps that are needed to configure outbound integration within ActiveControl. The Integration configuration is maintained through the SAP standard SM30/31 functions where table entries can be created and updated.
The Integration Framework Architecture
Integration Architecture » The Integration Framework Architecture
The Integration Framework is divided between inbound and outbound processes. For inbound calls, those made by a third party system into AC, a number of web services are exposed allowing the external system to manipulate ActiveControl objects. Calls to AC web services…
Introduction
Introduction
ActiveControl offers a variety of ways to integrate inbound and outbound scenarios using documented API’s. ActiveControl provides an Integration Framework that can manage outbound interactions with external systems (including queuing, re-sends, error processing and…
Connector Functionality
Integration Architecture » Connector Functionality
From the standard process flow above, it is envisaged that the developed connector will provide the services required on the ITSM side to initiate a web service call to ActiveControl to create an AC Business Task (which will be the representation of the ITSM ticket…
The Domain Controller
Integration Architecture » The Domain Controller
Like the Transport Management System, ActiveControl has the concept of a “domain controller”. The domain controller does not need to be configured in any special way, it is simply the SAP system that the ActiveControl client software connects to, and is where…
External System(s)
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » External System(s)
The ActiveControl integration framework can be used to perform outbound integration on potentially any external system. Two tables need to be maintained here, table ‘/BTI/TE_INT_SYST’ is the table that holds all the external system id’s and descriptions along…
Web Services
Integration Architecture » Web Services
The technical definitions are available as WSDL both for the main definition and test endpoint . The following documentation, which details every action available, has been generated from the WSDL above. Port type _-BTI_-TE_TASK_WS 3.2.1 Create a business task Allows…
Conversions
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Conversions
The integration framework can also take into account value conversions. For instance where a value in ActiveControl could equal one thing maybe its corresponding value in an external could be different although they both mean the same thing. For example: A AC priority…
Mapping
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Mapping
An essential part of the integration framework is mapping ActiveControl fields to the equivalent fields on any external system. This is achieved using the table ‘/BTI/TE_INT_MAPP’. Ideally, this process will need to be undertaken before the framework can be used.…
Inbound Process Flow
Integration Architecture » Inbound Integration » Inbound Process Flow
The standard inbound integration process flows would be: • Create/Change a Business Task in ActiveControl Creating or changing a Business Task requires simple calls to the appropriate web service. When changing a Task, the current field values should be read first…
AC Properties
Service Now Overlay with ActiveControl Integration » Configuration » AC Properties
Step 1: Configure properties Note: Property described as – “Describes which SN task tables will be in use with ActiveControl” should follow the convention of separating tables with commas (i.e. change_request, incident, problem) Note 2: Property Described as:…
AC Status Mappings
Service Now Overlay with ActiveControl Integration » Configuration » AC Status Mappings
Change status mappings in accordance with the blueprinted field values agreed by both Basis and ServiceNow admins. Step 4: Set AC Status Mappings – The status mappings table will allow AC to update a SN task state field based on the AC status received. Step 4a: …
Configuration
Service Now Overlay with ActiveControl Integration » Configuration
Step 8: Confirm the following now exist in the instance: ActiveControl Navigational Menu Application ActiveControl Scripted Web Service (Menu -> System Web Services -> Scripted Web Services -> Transport Expresso) ActiveControl Script Include (Menu -> Script…
Initial Settings
Service Now Overlay with ActiveControl Integration » Initial Settings
Users: Roles: Create/Check SOAP user for these roles x_bate_transport_e_transport_expresso_user – Allowed to add, change, and delete field and status mappings with regards to ActiveControl. x_bate_transport_e_transport_expresso_admin – Allowed to change the…
Update Processes
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Update Processes
Currently the integration framework is capable of updating external records in two ways in either ‘Create’ mode or ‘Update’ mode, these ‘modes’ are known within the integration framework as process codes and to try and ensure forwards compatibility these…
Configuration Overview
ActiveControl Domain Controller Setup and Configuration » Configuration Overview
The table below shows a list of database tables and objects with descriptions that need to be maintained followed by a more in depth description of how to configure the tables. Name Description /BTI/TE_INT_SYST Integration System List table…
Complex Mapping
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Complex Mapping
For complex mapping scenarios, a specific function module can be created on the ActiveControl Domain Controller to perform whatever mapping or transformation that may be required. /BTI/TE_INT_FLDE – Mapping User Exits Field Description…
AC Field Mappings
Service Now Overlay with ActiveControl Integration » Configuration » AC Field Mappings
Change field mappings in accordance with the blueprinted field values agreed by both Basis and ServiceNow admins. Step 3: Set Field Mappings – The field mappings table will act as a transform map between the fields in SN and AC. Fields are case-sensitive. Step…
Updates to Business Tasks
TROUBLESHOOTING » Updates to Business Tasks
It is not part of the current out-of-the-box ActiveControl / ServiceNow integraiton to update Business Tasks based on updates to the corresponding ServiceNow ticket. It is possible to do this via an extension to the plug-in – this has been done by another…
Soap Messages
Service Now Overlay with ActiveControl Integration » Initial Settings » Soap Messages
ActiveControl SOAP Message WSDL now exists in the clients ServiceNow. Or a variation of the name depending on version. The WSDL is defaulted to BTI’s SAP instance, client SNOW admin needs to redefine this to what is identified in the created SAP SOAMANAGER…
Filter Values
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Filter Values
Set the filter values in /BTI/TE_INT_FILT /BTI/TE_INT_FILT – Filter for? Field Description SCENARIO_NO. ? SEQUENCE_NO. ? TEFIELDREF ? FIELD_VALUE ? FILTER_VALUE …
Retrieve Update Set
Service Now Overlay with ActiveControl Integration » Retrieve Update Set
Step 1: Navigate to ServiceNow instance and login as an admin user Step 2: In Navigation Menu select: “Retrieved Update Sets” Step 3: Select the Related Link choice: “Import Update Set from XML” Step 4: Select the…
Notification Users
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Notification Users
It is also possible to set up ‘Notification Users’ per external system that can be notified when an integration message has gone into an error status. This is run through the Email Notification Engine and the table that needs to be maintained is…
Change form
Service Now Overlay with ActiveControl Integration » Initial Settings » Change form
The same should be done for Incidents, if in scope for integration.
Inbound – Service Definition
SOAMANAGER Setup » Inbound – Service Definition
Two TE integration services are defined. /BTI/TE_TASK_CREATE_WS is an older configuration requirement and no longer used in newer versions. /BTI/TE_TASK_WS is to be configured. Pending a web service binding WSDL from TETASK is still to be supplied to…
Number Range
ActiveControl Domain Controller Setup and Configuration » Configuration Overview » Number Range
Number range for object /BTI/TE_RF needs to be setup in the AC Domain Controller via SNRO for the Integration Framework to operate. ! If you do a full DC migration of the ServiceNow configuration from a Dev Domain Controller to a Production Domain Controller, it…
WSDL Analyzer
TROUBLESHOOTING » WSDL Analyzer
SOAMANAGER has a WSDL Analyzer. 1st Copy the WSDL from the Service Definition Binding Paste url, user and password > Analyze! Successful with [green checkbox]
SOAMANAGER Setup
SOAMANAGER Setup
Prerequisite: Review SSL certificates are the same between SAP and 3rd party tools. Locally/self-signed certificates are not accepted. Verisign is one certificate provider. Note; SOAMANAGER web browser dashboard structure changes with every version of Solution…
SSL connectivity errors
TROUBLESHOOTING » SSL connectivity errors
SSL certificates not trusted/accepted ServiceNow certificate not accepted by SAP organization Extra…