Integrating Forms in 3rd Party Applications in ESM

Objective

After completing this lesson, you will be able to deploy forms in 3rd party applications such as Workzone

Embed Self-Service in SAP Work Zone

Customers can embed the Self-Service widget in SAP Build Work Zone portal allowing their employees to easily create inquiries on their own.

SAP provides a standard content package for embedding self-service into SAP Build Work Zone. To embed self-service into your employee portal based on SAP Build Work Zone, you need to install the content package in the Administration Console and then add the widget to your workspaces.

Pre-requisites

  • You must complete Unit 2 of this course before continuing with this Unit.
  • You must have admin access to SAP Build Work Zone.
  • You must have configured the Single Sign-On (SSO) in SAP ESM and SAP Build Work Zone on the same Identity Authentication Service (IAS) instance.

Setup Self-Service in the SAP Build Work Zone Administration Console

In this section, we will demonstrate how to install and configure self-service in SAP Build Work Zone.

Procedure

  1. As an Administrator, go to UI Integration → Content Packages in your SAP Build Work Zone tenant.
  2. Install the SAP Enterprise Service Management content package.
  3. Go to UI Integration → Cards and look for the Self-Service Application card.
  4. Choose Configure to define any of the following, optional settings across all workspaces:
    OptionDescription
    General Settings
    • ESM tenant URL
    • Variant: Create Case, Create, View, & Update Cases
    • Height
    Default Values for Case Fields
    • Subject
    • Case Type Display ID
    • Service Category Display ID
    • Priority

    If any of the values change depending on the Workspace, these settings can be left blank.

  5. To limit where the card can be accessed choose More Options (...) → Card Access List.
  6. Choose the Enable button to make the card available in your portal.

Add Self-Service Widget to Workspaces

  1. As an Administrator, go to the workspace in which you want to embed the self-service widget.
  2. Choose Edit (pencil icon) to open the page editor.the SAP Work Zone portal showing how to Edit an existing page, highlighting the Edit icon.
  3. Add a new widget in the desired location and choose Cards → Self-Service Application.
  4. If you didn't define the following settings in the Administration Console, enter:
OptionDescription
General Settings (Required)
  • ESM tenant URL
  • Variant: Create Case, or Create, View, & Update Cases
  • Height
Default Values for Case Fields (Optional)
  • Subject
  • Case Type Display ID
  • Service Category Display ID
  • Priority

Now you have embedded the SAP ESM self-service widget into the SAP Build Work Zone. Below you can see the SAP Work Zone portal showing the self-service create Cases screen.

the SAP Work Zone portal showing, Self-Service create Cases screen.

Troubleshooting

If after completing the described configuration steps, the self-service widget is not displayed correctly as shown in the following image, the root cause could be related to the following prerequisite: you must have configured the Single Sign-On (SSO) in SAP ESM and SAP Build Work Zone on the same Identity Authentication Service (IAS) instance.

the SAP Build Work Zone page showing the embedded self-service widget, highlighting Page not loading Error.

Possible Temporary Solution

As an Administrator, go to the SAP Build Work Zone page, click on Workspaces, then New Workspace, if you want to create a new dedicated page, or simply choose the existing workspace in which you want to embed the self-service widget.

Choose Edit to open the page editor.

Add a new widget in the desired location and choose Cards → Image. After uploading the desired picture, enter the self-service widget URL into the Link To field as shown in the image and click Save.

the Image widget showing where to add the widget URL and highlighting the Save button.the SAP Work Zone portal showing an embedded image of the Self-Service widget.

Now you have embedded an image linked to the self-service widget URL into the SAP Build Work Zone.

Creating a Parental Leave Request in SAP Build Work Zone Using the Self-Service Widget

The following video demonstrates how to create a 'parental leave request' in SAP Build Work Zone using the Self-Service widget.

Assign a Form to a Case Type

Create a Custom Code List for Forms

In this lesson, we demonstrated how to embed self-service in SAP Work Zone. In the following exercise, you will get to create a custom code list for forms in ESM.

Click start exercise below to guide you through a practice simulation on how to Create a Custom Code List for Forms in ESM. Select Open PDF Document to get a downloadable guide with all the steps for the exercise after you click start.

ExerciseStart Exercise

Lesson Summary

This lesson explains how to embed the self-service widget into SAP Build Work Zone, highlighting the information required before starting with the configuration. Embedding the self-service widget within SAP Build Work Zone enables users to raise inquiries on their own, access their existing cases, check the progress, and get answers from expert colleagues, all in one place. The lesson outlines the pre-requisites which must be fulfilled in SAP ESM before initiating any configuration in SAP Build Work Zone. The standard package available in SAP Build Work Zone must be installed by the administrator. The final configuration steps for making the widget accessible to end users are also outlined in this lesson.

Learning

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