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May 26, 2014 at 02:24 PM

ITSM external integration - external ticket ID

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Hello,

In scenario Solution Manager ITSM forwards incident ticket to 3rd party system via WebService, user gets response the Solution Manager internal message ID rather than ID from 3rd party.

Anyone facing similar topic?

WebService response back to Solution Manager looks like:

<?xml version="1.0" encoding="UTF-8"?>

<ns0:ProcessIncidentResponse xmlns:ns0="urn:sap-com:document:sap:soap:functions:mc-style">

<Errors></Errors>

<PrdIctId>external ticket ID</PrdIctId>

<PersonMaps><item><PersonId>0</PersonId><PersonIdExt>0</PersonIdExt></item></PersonMaps>

</ns0:ProcessIncidentResponse>

In customizing step "define value mapping" is no way to map standard SAP field PrdIctId.

regards

Michal