SAP Cloud ALM mappings for External Ticket Systems

[SAPSupport]

Hello, 

I am trying to create integration with SAP ALM to external ITSM tool (FreshService).
I have copied one of the "built-in" mappings for ServiceNow.
Any attempt to create a ticket in FreshService using the copied mapping fails with message "External Service consumption error occurred" and several errors like this:
{"field":"comments","message":"Unexpected/invalid field in request","code":"invalid_field"},

How do I create a mapping that will successfully create a ticket in my external ITSM tool from SAP Cloud ALM?

Thanks

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[SAPSupport · Accepted solution]

SAP Cloud ALM External API Management comes with "built-in" mappings for specific external ticket systems (specified in the "Destination" and "Version" fields).
A copy of a "built-in" mapping will only work if the external ticket systems matches the "Destination" and "Version" values.
A copy of a "built-in" mapping will not work with an external ticket system that does not match those values (e.g. a "built-in" mapping for Destination "ServiceNow" will not work for a "FreshService" system).
In the latter scenario, a new mapping must be created "from scratch". 

Please refer to this SAP documentation:

1. SAP Cloud ALM for Operations Expert Portal Integration with External Ticket Systems guide Configurat... (refer to the "Create Mapping" section)
2. SAP Help Portal SAP Cloud ALM API Guide, External API Management Mapping page
3. SAP Help Portal SAP Cloud ALM API Guide, External API Management Resource Changes for Event Situatio...

Guide 2 contains detailed usage of parameters and placeholders from the SAP Cloud ALM system.

These documents must be used alongside the API documentation for your external ticket system when creating a mapping in SAP Cloud ALM External API Management. 
Your external ticket system documentation will outline the attributes the system can accept during ticket creation, as well as how they should be sent via an API request. 
The SAP Cloud ALM mapping must be configured to match both the attributes the external ticket system expects.