SAP Cloud ALM can forward events to external ticket systems to create incidents or cases. The integration to ticket systems is always bi-directional and requires status updates from the ticket system back to SAP Cloud ALM.
SAP Cloud ALM can also forward events to external chat tools to create messages in chat channels. This communication is uni-directional:
SAP Cloud ALM Integration With External Ticket Systems
SAP Cloud ALM supports integration with external ticket systems such as ServiceNow and other systems via API (Application Programming Interface). It describes bi-directional integrations that allow incident creation and status updates between SAP Cloud ALM and the ticket systems. The integration process involves configuring API endpoints, mapping event payloads, and establishing authentication for secure communication. Additionally, for non-ServiceNow systems, both simple and complex integration paths are outlined, requiring (Representational State Transfer) REST API compatibility and potential use of SAP Integration Suite for advanced scenarios.
Hint
SAP Cloud ALM provides a ready-to-use integration with ServiceNow Incident Management including a pre-defined API mapping. For this only the maintenance of a destination to ServiceNow with authentication information is required. In case of advanced needs the mapping file can be adjusted.
Further information and configuration details can be found on the SAP Cloud ALM for Operations Expert Portal - Integration with External Ticket Systems.
SAP Cloud ALM Integration With External Chat Systems
SAP Cloud ALM allows for the forwarding of events to external chat systems to generate messages in chat channels. This integration can be achieved through a ready-to-use solution for Microsoft Teams, which requires minimal configuration, or through custom connections with other chat tools that utilize REST APIs. For more complex integrations that do not meet standard requirements, utilizing the SAP Integration Suite or external API Integration platforms is possible, with the involvement of SAP Cloud ALM partners recommended to speed up implementation and ensure long-term support.
Hint
SAP Cloud ALM provides a ready-to-use integration with Microsoft Teams including a pre-defined API mapping. Only the maintenance of an SAP Business Technology Platform (SAP BTP) destination to Teams with authentication information is required. In case of advanced needs, also a new mapping file can be created.
Further information and configuration details can be found on the SAP Cloud ALM for Operations Expert Portal - Integration with External Chat Systems.