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C4C and SolMan Service Integration...

Dear Experts,

I want to integrate C4C services and SolMan incident management. All tickets for employees created in C4C need to be replicated to SolMan. I followed the next blog How to create incidents in Solution Manager 7.1 from the external application .... The response from the web service will be saved in a custom field and I will be passing the ticket created in C4C for updating Status . The document will be blocked in C4C and only will be handled in SolMan. Only status will be updated in C4C from SolMan. I really appreciate if you can tell me the best approach for achieving this requirement. I already triggered the service from "soapui" and I needed to set some fields mandatory. According to me the big steps will be:

  1. Expose the service in SAP PO
  2. Invoke the External the web service in C4C and triggered when ticket is created
  3. Save the response-incident created in solman
  4. Enhance the service in solman to update status in C4C ticket

Best Regards

David C.

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1 Answer

  • Best Answer
    Sep 27, 2017 at 11:48 AM

    Hello David,

    W.r.t. the WebService integration :

    • You may trigger the WebService from the BeforeSave event of the ticket.
      Please make sure that this is an asynchronous WebService.
    • More information about WebService can be found at section 7.2.5.1.19 WebService Utilities and the resp. links in the SDK documentation.

    HTH,
    . Horst

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    • Hello David,

      The WebServices are supported.

      But imagine what will happen:

      • The user press Save
      • The WebService is called and the system waits for response.....
      • The user waits too...
      • Depending on the time spend this can be disappointing :-(

      If the real-time is not required you may schedule a Mass Data Run (MDR) which runs on a dedicated schedule and collects all Tickets which are not replicated.

      HTH,
      . Horst