# SAP SolMan ServiceNow Integration

This integration forwards SAP SolMan alerts to ServiceNow as incidents, eliminates manual ticket creation, and ensures IT operations and service management teams work from a shared, real-time view.

***

### What Can I Integrate Between SAP SolMan and ServiceNow?

ZigiOps can integrate any SAP SolMan alert type with any ServiceNow table, enabling custom workflows tailored to your SAP monitoring and ITSM processes.

Out of the box, ZigiOps provides ready-made integration templates for the most common SAP SolMan to ServiceNow scenarios, including:

* SAP SolMan Alerts - ServiceNow Incidents
* SAP SolMan Alerts - ServiceNow Incidents (Backsync)

These templates serve as preconfigured starting points and can be customized or extended to support additional alert types, ServiceNow tables, and business-specific workflows.

| Common SAP SolMan entities    | Common ServiceNow entities | Common fields typically synchronized                                                                  |
| ----------------------------- | -------------------------- | ----------------------------------------------------------------------------------------------------- |
| Alert                         | Incident                   | Node/CI, Title/Short Description, Severity/Priority, Status/State, Category, Description, Attachments |
| **Any SAP SolMan alert type** | **Any ServiceNow table**   | **Standard + custom fields, Status/State mappings, Correlation ID (recommended)**                     |

{% hint style="info" %}
ZigiOps supports synchronization of all standard and custom fields. The table above lists only the most commonly used fields.
{% endhint %}

***

### How Does the SAP SolMan to ServiceNow Integration Work?

ZigiOps connects SAP Solution Manager and ServiceNow using the SAP Integration Package and the ServiceNow REST API. ZigiOps acts as a secure integration layer between the two systems.

* No scripting or custom development required
* Configured through the ZigiOps UI and the SAP ZGW\_CONNECTIONS table
* Supports event-based synchronization via the SAP RFC connection
* Does not permanently store transferred business data

The platform can be deployed on-premises or used as a cloud service, depending on your security and compliance requirements.

{% hint style="info" %}
The SAP SolMan integration requires the ZigiOps Integration Package for SAP SolMan to be imported into your SAP system. Contact <support@zigiwave.com> for installation assistance.
{% endhint %}

***

### Prerequisites and Permissions

Before enabling the SAP SolMan to ServiceNow integration, ensure the following prerequisites are met.

| Scenario                                            | SAP SolMan Auth                                                   | SAP SolMan Permissions                                   | ServiceNow Auth     | ServiceNow Permissions                                      |
| --------------------------------------------------- | ----------------------------------------------------------------- | -------------------------------------------------------- | ------------------- | ----------------------------------------------------------- |
| SAP SolMan Alerts - ServiceNow Incidents            | Username + Password; Client Number; Integration Package installed | ZGW\_CONNECTIONS table access; RFC connection configured | Username + Password | x\_ziw\_obm.admin; personalize\_read\_dictionary; itil role |
| SAP SolMan Alerts - ServiceNow Incidents (Backsync) | Username + Password; Client Number; Integration Package installed | ZGW\_CONNECTIONS table access; RFC connection configured | Username + Password | x\_ziw\_obm.admin; personalize\_read\_dictionary; itil role |

***

### Setup

Follow the steps below to enable the SAP SolMan to ServiceNow integration using a prebuilt ZigiOps template.

{% stepper %}
{% step %}

#### Log in to your ZigiOps instance.

{% endstep %}

{% step %}

#### Navigate to **ZigiOps - Configurator**.

{% endstep %}

{% step %}

#### Load the desired **SAP SolMan to ServiceNow integration template**.

{% endstep %}

{% step %}

#### Select the corresponding **Integrated Systems** (SAP SolMan and ServiceNow).

{% endstep %}

{% step %}

#### Click **Save** to continue.

{% endstep %}

{% step %}

#### Enable the integration using the **slider button** located in the middle section of the screen.

{% endstep %}
{% endstepper %}

Once enabled, ZigiOps starts synchronizing data based on the configured mappings and rules. SAP SolMan alerts are forwarded to ZigiOps via the configured RFC connection and ZGW\_CONNECTIONS table.

***

### Mapping Examples

Below are typical field-mapping examples for the SAP SolMan Alert to ServiceNow Incident scenario. Mappings can be customized per use case.

**Example: SAP SolMan Alert - ServiceNow Incident**

| SAP SolMan field        | ServiceNow field   | Advanced Field Mapping Example                                 |
| ----------------------- | ------------------ | -------------------------------------------------------------- |
| Alert Context ID / Node | cmdb\_ci           | Direct mapping                                                 |
| Alert Title             | short\_description | Direct mapping                                                 |
| Severity                | urgency / impact   | 1-Critical - 1 (High); 2-Major - 2 (Medium); 3-Minor - 3 (Low) |
| Alert Category          | category           | Direct mapping or static value                                 |
| Alert Type ID           | subcategory        | Direct mapping                                                 |
| Alert Status            | state              | Open - 1 (New); Closed - 6 (Resolved)                          |

***

### What Data Can Be Synchronized?

ZigiOps supports synchronization of standard and custom fields, status and state transitions, comments, attachments, and user assignments between SAP SolMan and ServiceNow. Each field can be mapped independently per direction.

***

### Frequently Asked Questions (FAQ)

<details>

<summary>Do I need to install anything in SAP SolMan before starting?</summary>

Yes. The ZigiOps Integration Package for SAP SolMan must be imported and the RFC connection configured. Contact <support@zigiwave.com> for assistance.

</details>

<details>

<summary>Is the integration bi-directional?</summary>

Yes. All scenarios support bi-directional synchronization, configurable per field.

</details>

<details>

<summary>How are update loops prevented?</summary>

ZigiOps uses correlation IDs and internal logic to prevent circular updates.

</details>

<details>

<summary>Do I need to write scripts or use APIs manually?</summary>

No. All configuration is done through the ZigiOps UI.

</details>

<details>

<summary>Can I start with one-way sync and later enable bi-directional sync?</summary>

Yes. Direction can be changed at any time.

</details>

<details>

<summary>Does ZigiOps store my SAP SolMan or ServiceNow data?</summary>

No. ZigiOps does not permanently store transferred business data.

</details>

***

### Related Resources

* [How to connect SAP SolMan to ZigiOps](/available-systems/sap-solution-manager.md)
* [How to connect ServiceNow to ZigiOps](/available-systems/servicenow.md)
* [Data mapping fundamentals](/design-and-mappings/data-mapping-fundamentals.md)


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