SAP Solution manager connector

This integration can get alerts from SAP Solution Manager, and perform some actions back in SAP.

Add comments

Confirm alerts

Set the “externally Managed” status

Push interface

Because SAP is only able to push data to an external source, the integration is using the Pull interface to store alerts from SAP to Service Now

SAP Alerts are creating Events and the system go through the Event Management Process, matching event Rules and CI recognition rules to create Alerts, as explained here : Administers Event

The complete ServiceNow Event Management process documentation is available here : Tokyo IT Operations Management

Pull interface

Alert are created in Service Now. By default, a business rule is listening for any change on the alert. If a change is detected, Service Now is updating the SAP Solution Manager Alerts (see Service Now official Documentation related to Push interface for details: here)

This interface is not Mandatory, and the call back to Solution Manager is optional

SAP Solution Manager PUSH Connector Guide

The MID WebService Event Collector enables you to collect alerts sent from SAP Solution Manager utilizing event stream notification capabilities. The interface is running a push and a pull interface to interact directly with Solution Manager ()

Before you begin

Ensure that you:

Deploy and start the MID Server. See MID Server configuration

Configure and start the MID Web Server. See Configure the MID Web Server extension

Configure and start the MID WebService Event Collector. See Configure the MID WebService Event Collector Context.

Role required: evt_mgmt_admin

About this task

JSON formatted event messages are sent from SAP Solution Manager. The MID Server transforms the collected alert messages by parsing them using the TransformEvents_SAPSolution Manager script include, located here: Event Management > Event Listener (Push) > Listener Transform Scripts.

In the Listener Transform Scripts page, click TransformEvents_SAPSolman .

The default format of the URL to push alert messages from SAP Solution Manager to the MID Server is http://<MID_Server_IP>:<MID_Web_Server_Port>/api/mid/em/inbound_event?Transform=TransformEvents_SAPSolman

Variables in the default URL

Variable	Description
MID_Server_IP	IP address of the MID Web Server Extension
MID_Web_Server_Port	Listening port of the MID Web Server Extension

The following procedure describes the collection of JSON formatted event messages using basic authentication. For more information about supported authentication methods, see Configure the MID Web Server extension.

SAP Solution Manager Setup Method

Create the RFC in SAP Gui and install Transport

Connect to SAP GUI and enter transaction code “SM59”, create a new RFC with the corrects parameters

Important: You must name the destination MID_EVENT_COLLECTOR2

SAP parameter	Value
Target HOST	Enter the name of the MID Server
Service No	Enter the Listener Port on the MID Server
Path Prefix	Enter the URL of the MID Server transform script = /api/mid/em/inbound_event?Transform=TransformEvents_SAPSolman

Then, enter credentials defined in Service Now in the “logon and Security” tab of the RFC

New custom BADI Z_ALRT_REACTION_IMPL has been created and is stored in a workbench transport request PSMK900100

After installation, This RFC will be called by the new badi Z_ALRT_REACTION_IMPL to connect to Service Now.

Configure SAP MONITORING to forward alerts to the new BADI

System Monitoring configuration

To use the new Badi implementation method, the Third- Party Component must be enabled in the System Monitoring configuration.You need to enable the Third- Party forwarding and this can be done at different levels:

Global

and/or Template

and/or Alert.

In our case, we will setup the Global level, but keep in mind that you can configure the alert reaction ONLY for a specific monitoring template.

To access System Monitoring configuration : run the “solman_setup” and Select Application Operations > Select System Monitoring

Enabling the Third-Party Component at Global Level

Select Step 2: Configure Infrastructure > Step 2.3: Default Settings

Change to Edit mode

Select Third-Party Components tab

Add Entry: “Implementation: BadI Definition for Alert Reactions ZSNOW with scope = All Alerts and Metrics”

Check Third-Party Components

SAVE !

Jump to Step 5: Define Scope

You can assign the template to all the systems or choose one or more

Select the Managed Object to configure

In this example, we will select only 2 systems ( NWP and HS1 ) which were already configured for System Monitoring ( Monitoring Status = Green )

Jump to Step 6: Setup Monitoring

Each time that MAI settings is changed, monitoring templates must be reactivated. The Setup Status will change to warning with “Reconfigured required “ , for all already configured systems. Assign (if new) the template and always press Apply and Activate

When ABAP jobs are finished, check that the “Assignment Status” is green.

Result : all the templates and active Alerts assigned to HS1 and NWP will now use the new forwarding method.

View Alerts In SAP Solution Manager Alert Inbox -> in Service Now

Open Solution Manager, all the Alerts located in the Inbox are now forwarded to ServiceNow Instance

Data Mapping from SAP to ServiceNow

Field mapping has been built in ServiceNow to simplify maintenance. By default the mapping is made as follow :

SAP data	ServiceNow Field	Description
severity	severity	SAP is using number from 1 to 9 (more critical)
message_key	message_key	SAP message group ID, messageGUID
description	description	event description
source	source	SAP system ID
managed_object_type	type	type of object, HOST, INSTANCE ...
managed_object_name	node	name of the object
node	resource	solution manager node name
source instance	the event class has to match the connetor pull instance name. Is a concatenation of {SOURCE}_{CLIENT}
source	additional_info.sid	SAP system ID
rating	additional_info.rating	color of the event in SAP
resource	additional_info.mandant	SAP mandant
time_of_event	time_of_event	SAP time of the event

SAP Solman PULL Connector Guide

This connector is made to send information's back to SAP Solman.

Before you begin

Role required: evt_mgmt_admin

About this task

Open Service Now instance, navigate to Event Management > Event Connectors (Pull) > Connector Instance and click New.

Fill in the Connector Name, Description, as a connector definition choose “SAP_SolutionManager”. Enter the SAP Solman address in Host field and add Basic auth credential, corresponding to the SAP web service User.

Note: When adding bi-directional functionality for a Push connector, the Connector Instance name must match the Source Instance field of the event generated by that source. The “connector instance” field is a combination of the SID + “_” + Mandant

For example, the following event is generated by the instance source PSM_001. To be able to send information back, you have to name your Connector Instance “PSM_001”.

Variable to set in Connector Instance Values :

Name	Value
Client	This parameter is representing the client value in SAP, usually 001.
Port	SAP Solman WebService Port, default is 8000

SAP Solman Update

Each manual update of an alert is logged in the Update Queue table (em_connector_update_queue), and an event is sent back to SOLMAN using the Pull interface

The following table show the triggers used to update SOLMAN

Action in Service Now	Action in SOLMAN
Close the Alert	Confirm the alert in the Alert inbox, alert is removed
Set alert in Maintenance mode	A comment is added in SOLMAN, adding a maintenance message
UnSet alert in Maintenance mode	Comment is removed in SOLMAN
Set alert in acknowledged mode	A comment is added in SOLMAN, adding a acknowledgement message
UnSet alert in acknowledged mode	Comment is removed in SOLMAN

The Update queue business rule on the Alert table identifies each manual update of the alert and updates the connector queue with these changes. By default, changes to all alert fields are tracked.

The Event Management - Queue connector processor schedule job dequeues alert changes and sends them to the MID Server. By default, this dequeue process is performed in batches of 1,000 alerts. You can configure this batch size using the evt_mgmt.max_update_source_records property.

Enable SAP_SOLMAN_ALERT_INBOX with SOA manager in Solution Manager

Navigate to SOA MANAGER in your solution manager: /sap/bc/webdynpro/sap/appl_soap_management?sap-client=XXX&sap-language=EN#

Click on Simplified Web Service Configuration, then validate the formular to activate the service.

YOU MUST USE SIMPLIFIED MODE, the resulting web services will be different with other modes and not compatible with the connector

Select search

Check the row with the creation type Simple consumer related.

If something wrong, please follow this procedure:

Trouble shooting

Solution manager

Third-Party Component state at Global Level

Navigate to Step 2: Configure Infrastructure > Step 2.3: Default Settings

Third party component state must be Active

Application LOG : SLG1

We can check if solman is currently triggering Alerts

Here we see that the alerts are passing and so Solman Config is active:

Check HTTP Connections to External Server

We can check that HTTP connection between Solman and Service Snow (Mid Server) is working fine:

Use SM59 transaction:

The destination must be named MID_EVENT_COLLECTOR2

In target settings we can see the Service Snow Endpoint

By clicking on Connection Test we can perform a unit test on the connection and check everything is ok.

BADI Event Log : Table ZSNOW

In the BADI, our program will use a ServiceSnow webservice to send the event.

The return code is stored in ZSNOW table for each event

You can use SE16 transaction to check return codes

Here we can track each event:

Below is an example of an event with a commnication Error. We should see a 200 for successful transaction.

Assign templates & Setup monitoring

If no entries are being created in ZSNOW table, make sure that templates are properly assigned in solman portal, Step 5, and correctly showing Assignment status with a green icon in step 6

Solution Manager Memorandum

Usefull Transaction Code

ALRTINBOX : Display alert inbox

SOAMANGER : Tcode to open and Activate WEbService, the web service to activate is :SAP_SOLMAN_ALERT_INBOX

SRT_UTIL : View SOA Manager LOGS

SOLMAN_WORKCENTER : Tcode to open the SOLMAN interface in BRowser

SM59: List all output Interface

SE38 : Execute ABAP code (SNow sende is called : ZTEST_SNOW_CONNECTOR)

MAI_TOOLS : Display the Alarm tool

SAP Interface Log

Using transaction SE16, display table ZSNOW to shows interface debugging table

View or update certificate in SAP Solman

1- First, Connect to system with SAP GUI on client 00

2- Use transaction strust

3- In Trust Manager, open “SSL Client”, import SSL certificate and SAVE

4- -use transaction smicm (to manage ICM, system to hadle HTTP and HTTPS clients)

5- In menu admin, select ICM -> Exit HARD -> GLOBAL . This will restart ICM module