SAP Solution Manager 7.

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ITSM WebService API

White Paper

SAP Solution Manager 7.1

IT Service Management WebService API
May, 2013

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Contents
1 Scenarios ........................................................................................................................... 5 2 Status Model ...................................................................................................................... 6 2.1 Status Definition ........................................................................................................... 6 2.2 Requester .................................................................................................................... 7 2.3 Provider ....................................................................................................................... 7 3 Replication of Contact Persons .......................................................................................... 8 3.1 General ........................................................................................................................ 8 3.2 Scenarios ..................................................................................................................... 9 4 System Roles ....................................................................................................................13 5 Message Data ...................................................................................................................14 6 Mapping ............................................................................................................................15 7 Operations.........................................................................................................................16 7.1 RequestSystemGuid ...................................................................................................17 7.1.1 Description ...........................................................................................................17 7.1.2 Type .....................................................................................................................17 7.1.3 Messages .............................................................................................................17 7.2 ProcessIncident ..........................................................................................................18 7.2.1 Description ...........................................................................................................18 7.2.2 Initiator .................................................................................................................18 7.2.3 Type .....................................................................................................................18 7.2.4 Messages .............................................................................................................18 7.3 ReplicateIncident ........................................................................................................20 7.3.1 Description ...........................................................................................................20 7.3.2 Initiator .................................................................................................................20 7.3.3 Type .....................................................................................................................20 7.3.4 Messages .............................................................................................................20 7.4 AcceptIncidentProcessing ...........................................................................................22 7.4.1 Description ...........................................................................................................22 7.4.2 Initiator .................................................................................................................22 7.4.3 Type .....................................................................................................................22 7.4.4 Messages .............................................................................................................22

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7.5 AddInfo .......................................................................................................................24 7.5.1 Description ...........................................................................................................24 7.5.2 Initiator .................................................................................................................24 7.5.3 Type .....................................................................................................................24 7.5.4 Messages .............................................................................................................24 7.6 VerifyIncidentSolution .................................................................................................26 7.6.1 Description ...........................................................................................................26 7.6.2 Initiator .................................................................................................................26 7.6.3 Type .....................................................................................................................26 7.6.4 Messages .............................................................................................................26 7.7 RejectIncidentSolution ................................................................................................28 7.7.1 Description ...........................................................................................................28 7.7.2 Initiator .................................................................................................................28 7.7.3 Type .....................................................................................................................28 7.7.4 Messages .............................................................................................................28 7.8 CloseIncident ..............................................................................................................30 7.8.1 Description ...........................................................................................................30 7.8.2 Initiator .................................................................................................................30 7.8.3 Type .....................................................................................................................30 7.8.4 Messages .............................................................................................................30 8 Data Types ........................................................................................................................32 8.1 IctIncidentHead ...........................................................................................................32 8.2 IctIncidentStatement ...................................................................................................33 8.3 IctIncidentTexts ...........................................................................................................34 8.4 IctIncidentStatements .................................................................................................34 8.5 IctIncidentAttachment..................................................................................................35 8.6 IctIncidentAttachments ................................................................................................36 8.7 IctIncidentSapNote......................................................................................................37 8.8 IctIncidentSapNotes ....................................................................................................38 8.9 IctIncidentSolution.......................................................................................................39 8.10 IctIncidentSolutions ...................................................................................................40 8.11 IctIncidentAdditionalInfo ............................................................................................41 8.12 IctIncidentAdditionalInfos ..........................................................................................42 8.13 IctIncidentUrl .............................................................................................................43 8.14 IctIncidentUrls ...........................................................................................................44 3

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8.15 IctPhone....................................................................................................................45 8.16 IctFax ........................................................................................................................45 8.17 IctIncidentPerson ......................................................................................................46 8.18 IctIncidentPersons ....................................................................................................47 8.19 IctError ......................................................................................................................48 8.20 IctErrors ....................................................................................................................48 8.21 IctPersonMap ............................................................................................................49 8.22 IctPersonMaps ..........................................................................................................49 9 Error Handling ...................................................................................................................50 9.1 Error Code ..................................................................................................................50 9.1.1 Internal Error ............................................................................................................50 9.2 Error Messages...........................................................................................................50 10 Attribute Types of the SAP Solution Manager ITSM ........................................................52

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1 Scenarios
The SAP Solution Manager supports you throughout the entire lifecycle of your solutions, from the Business Blueprint through configuration to production operation. It provides central access to tools methods and preconfigured content that you can use during the evaluation, implementation, and productive operation of your systems. IT Service Management (ITSM) in the SAP Solution Manager helps you to support your solution. Your internal customers, i.e. end or key users, can create support messages from any SAP system. You process these support messages centrally in the SAP Solution Manager Service Desk and forward them to SAP Support, if necessary. Support incidents in the Service Desk of SAP Solution Manager can be created or generated in various ways. The following scenarios show which incident initiators can be involved, and which systems can add data to incidents.

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2 Status Model
The status model defines which system can call which operations and when.

2.1 Status Definition

Status Current Incident Processor Requester Description

BeginningState

The incident is not currently involved in an incident exchange with one or more external systems (providers). Initial incident status within the requester.

Processing Provider RequesterProcess ing SolutionProvided Closed

Provider Requester Requester -

The incident is being processed by the provider. The incident is being processed by the requester. The provider has offered/suggested a solution to the requester. The incident has been closed by the requester.

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2.2 Requester

2.3 Provider

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3 Replication of Contact Persons

3.1 General
The interface parameter IctPersons (list based on the complex type IctIncidentPerson) replicates (inserts and changes) contact persons, incl. their contact information (telephone, fax, e-Mail, ...) by each WebService call. An interface parameter structure which contains the field PersonID (see below), must refer to a corresponding entry in the list IctPersons, if the field PersonID is not empty. If this entry is missing, i.e. there is no corresponding master record in IctPersons, the interface raises an error. Unsuccessful WebService calls (ErrorCode > 0) do not trigger system actions (call is rejected, Rollback). This reference makes a contact person, with contact information, responsible for each activity (inserting information, deleting attachments, etc.). External contact persons must always be identified by the same Person ID for all service calls within a service desk. Interface parameter structures whose entries can refer to an entry in IctPersons: IctIncidentStatement IctIncidentAttachment IctIncidentSapNote IctIncidentSolution IctIncidentUrl

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3.2 Scenarios
a) External mapping is not passed If there is not yet a mapping to an existing business partner in the SAP Solution Manager, for an external Person ID, but the contact information passed contains an e-mail address, the SAP Solution Manager checks whether there is already a unique business partner with this e-mail address. If so, the external contact person is mapped to this business partner, i.e. a new entry is inserted into the mapping table, but no new business partner is created. If no unique business partner is found by the e-mail search, a new business partner is created from the contact information passed and its ID is inserted into the table ICT_MAP_PERSON. In both cases this mapping is returned to the external service desk in the PersonMaps interface parameter of the response message. Request

Response

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b) External mapping is passed Passing a value in PersonIdExt of the interface structure IctPerson can overwrite and adjust the internal SAP Solution Manager mapping table. In the following example, the external contact person is mapped by the business partner 0817 with ID 4711, although the mapping table points to business partner 0815. This example scenario assumes that the business partner 0817 already exists. Request

Response

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4 System Roles
To each system involved in a message exchange a system role must be assigned for each message separately, i.e. system A could have the role Requester for message 4711 and the role Provider for message 0815. These system roles specify which actions a system can perform or call for a message, depending on the status model, e.g. only the system with the role Requester can close a message (only the Requester can call the service CloseIncident). Roles are assigned when a message exchange is initiated, by setting the fields IncidentGuid and RequesterGuid in the interface structure IctHead of the service ProcessIncident (initiate message exchange and send message) or ReplicateIncident (initiate message exchange and do not send message). The service RequestSystemGuid gets a system-wide unique ID of the service desk system, which must not change as long as it still has open message exchanges. The SAP Solution Manager generates and returns a globally unique GUID. In the following example, the role Provider is assigned to the system B when the message exchange is initiated.

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5 Message Data
Only delta information is exchanged between the systems involved in the message exchange, i.e. a service desk system only sends data which has been captured in the service desk in that system since the last service call. The example shows that system A only sends data which has been captured in system A since its last service call to system B.

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6 Mapping

Both the incoming and outgoing values of specific SAP Solution Manager Service Desk mappings (e.g. Priority) are specified in the SAP Solution Manager, i.e. an external system needs no mapping logic of functionality because the SAP Solution Manager provides the customizing tables, and BADIs for customer specific mappings. You can also specify separate mappings for the incoming and outgoing processing, as shown in the figure below. The following interface parameter fields can be mapped in customizing tables. Interface Parameter IctHead IctStatements IctAdditionalInfos Field Priority TextType all attributes

BADI implementations are not restricted to particular interface fields. You can access all incoming and outgoing data in a BADI, and map it to specified values.

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7 Operations
Apart from the operation RequestSystemGuid all listed operations are involved in the incident exchange process. The operation ProcessIncident or ReplicateIncident initiates the incident exchange between two helpdesks. The operation AcceptIncidentProcessing, AddInfo, VerifyIncidentSolution, RejectIncidentSolution and CloseIncident reflect the different actions of the incident exchange process. The request of these operations is always built up of the incident header (with some basic information about the incident) and the difference between the last incident exchange for statements (added statements), attachments (deleted/added), SAP Notes (deleted/added) Solutions (added/deleted) and URLs (added/deleted). Moreover, the parameter AdditionalInfos allows to set/overwrite additional specific attributes which need not to be taken into account by all help desks. The SAP Solution Manager Service Desk will use this parameter to provide the information for the SAP component, involved system ID etc. The attribute types starting with the prefix SAP are reserved for the use of the SAP Solution Manager Service Desk.

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7.1 RequestSystemGuid
7.1.1 Description Provides a Globally Unique Identifier (GUID) that uniquely identifies a (help desk) system. This ID is used within the incident exchange to provide the information which service desk is playing which role (requester or provider). 7.1.2 Type Request/Response 7.1.3 Messages Input RequestSystemGuid Part parameters Type/Element RequestSystemGuid

<xsd:element name="RequestSystemGuid"> <xsd:complexType> <xsd:sequence/> </xsd:complexType> </xsd:element>

Output RequestSystemGuidResponse Part Parameters Type/Element RequestSystemGuidResponse

<xsd:element name="RequestSystemGuidResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="Errors" type="tns:IctErrors"/> <xsd:element name="SystemGuid" type="n0:char32"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element Error SystemGUID Type IctErrors char32 Description Error List System GUID of the Help Desk System

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7.2 ProcessIncident
7.2.1 Description Creates an incident to be processed by the provider (third-party help desk); incident processing is handed over to the provider (status ProviderProcessing). 7.2.2 Initiator Initiator Requester 7.2.3 Type Request/Response 7.2.4 Messages Input ProcessIncident Part parameters Type/Element ProcessIncident Status at start BeginningState Status at end ProviderProcessing

<xsd:element name="ProcessIncident"> <xsd:complexType> <xsd:sequence> <xsd:element name="IctAdditionalInfos" type="tns:IctIncidentAdditionalInfos"/> <xsd:element name="IctAttachments" type="tns:IctIncidentAttachments"/> <xsd:element name="IctHead" type="tns:IctIncidentHead"/> <xsd:element name="IctId" type="n0:char32"/> <xsd:element name="IctPersons" type="tns:IctIncidentPersons"/> <xsd:element name="IctSapNotes" type="tns:IctIncidentSapNotes"/> <xsd:element name="IctSolutions" type="tns:IctIncidentSolutions"/> <xsd:element name="IctStatements" type="tns:IctIncidentStatements"/> <xsd:element name="IctTimestamp" type="n0:decimal15.0"/> <xsd:element name="IctUrls" type="tns:IctIncidentUrls"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element IncidentHead IncidentStatements IncidentAttachments IncidentSapNotes IncidentSolutions IctAdditionalInfos IctUrls IctIPersons IctID Type IctIncidentHead IctIncidentStatements IctIncidentAttachments IctIncidentSapNotes IctIncidentSolutions IctIncidentAdditionalInfos IctIncidentUrls IctIncidentPersons char32 Description Incident Header Texts Attachments SAP Notes Solutions Addtitional Information URLs Contacts Incident number in the requester (help desk system)

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IctTimestamp

decimal15.0

Incident creation UTCTimestamp in the requester (help desk system)

Output ProcessIncidentResponse Part parameters Type/Element ProcessIncidentResponse

<xsd:element name="ProcessIncidentResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="Errors" type="tns:IctErrors"/> <xsd:element name="PersonMaps" type="tns:IctPersonMaps"/> <xsd:element name="PrdIctId" type="n0:char32"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element Errors PersonMaps PrdIctId Type IctErrors IctPersonMaps char32 Description Error List Mapping of person IDs Incident number in the provider (help desk system)

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7.3 ReplicateIncident
7.3.1 Description Creates a copy of an incident in the provider (connected help desk). Incident processing still takes place in the requester (status RequesterProcessing); the provider (the central message system, for example) is, initially, only informed about the incident (reporting). 7.3.2 Initiator Initiator Requester 7.3.3 Type Request/Response 7.3.4 Messages Input ReplicateIncident Part parameters Type/Element ReplicateIncident Status at start BeginningState Status at end RequesterProcessing

<xsd:element name="ReplicateIncident"> <xsd:complexType> <xsd:sequence> <xsd:element name="IctAdditionalInfos" type="tns:IctIncidentAdditionalInfos"/> <xsd:element name="IctAttachments" type="tns:IctIncidentAttachments"/> <xsd:element name="IctHead" type="tns:IctIncidentHead"/> <xsd:element name="IctId" type="n0:char32"/> <xsd:element name="IctPersons" type="tns:IctIncidentPersons"/> <xsd:element name="IctSapNotes" type="tns:IctIncidentSapNotes"/> <xsd:element name="IctSolutions" type="tns:IctIncidentSolutions"/> <xsd:element name="IctStatements" type="tns:IctIncidentStatements"/> <xsd:element name="IctTimestamp" type="n0:decimal15.0"/> <xsd:element name="IctUrls" type="tns:IctIncidentUrls"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element IncidentHead IncidentStatements IncidentAttachments IncidentSapNotes IncidentSolutions IctAdditionalInfos IctUrls IctIPersons Type IctIncidentHead IctIncidentStatements IctIncidentAttachments IctIncidentSapNotes IctIncidentSolutions IctIncidentAdditionalInfos IctIncidentUrls IctIncidentPersons Description Incident Header Texts Attachments SAP Notes Solutions Addtitional Information URLs Contacts

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IctID

char32

IctTimestamp

decimal15.0

Incident number in the requester (help desk system) Incident creation UTCTimestamp in the requester (help desk system)

Output ReplicateIncidentResponse Part parameters Type/Element ReplicateIncidentResponse

<xsd:element name="ReplicateIncidentResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="Errors" type="tns:IctErrors"/> <xsd:element name="PersonMaps" type="tns:IctPersonMaps"/> <xsd:element name="PrdIctId" type="n0:char32"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element Errors PersonMaps PrdIctId Type IctErrors IctPersonMaps char32 Description Error List Mapping of person IDs Incident number in the provider (help desk system)

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7.4 AcceptIncidentProcessing
7.4.1 Description Accepts an incident for processing; incident processing is handed over from the requester to the provider, or the other way around. 7.4.2 Initiator Initiator Requester Provider 7.4.3 Type Request/Response 7.4.4 Messages Input Status at start
RequesterProcessing ProviderProcessing

Status at end
ProviderProcessing RequesterProcessing

AcceptIncidentProcessing Part parameters Type/Element AcceptIncidentProcessing

<xsd:element name="AcceptIncidentProcessing"> <xsd:complexType> <xsd:sequence> <xsd:element name="IctAdditionalInfos" type="tns:IctIncidentAdditionalInfos"/> <xsd:element name="IctAttachments" type="tns:IctIncidentAttachments"/> <xsd:element name="IctHead" type="tns:IctIncidentHead"/> <xsd:element name="IctPersons" type="tns:IctIncidentPersons"/> <xsd:element name="IctSapNotes" type="tns:IctIncidentSapNotes"/> <xsd:element name="IctSolutions" type="tns:IctIncidentSolutions"/> <xsd:element name="IctStatements" type="tns:IctIncidentStatements"/> <xsd:element name="IctUrls" type="tns:IctIncidentUrls"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element IncidentHead IncidentStatements IncidentAttachments IncidentSapNotes IncidentSolutions IctAdditionalInfos IctUrls IctIPersons Type IctIncidentHead IctIncidentStatements IctIncidentAttachments IctIncidentSapNotes IctIncidentSolutions IctIncidentAdditionalInfos IctIncidentUrls IctIncidentPersons Description Incident Header Texts Attachments SAP Notes Solutions Addtitional Information URLs Contacts

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Output AcceptIncidentProcessingRepsonse Part parameters Type/Element AcceptIncidentProcessing

<xsd:element name="AcceptIncidentProcessingResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="Errors" type="tns:IctErrors"/> <xsd:element name="PersonMaps" type="tns:IctPersonMaps"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element PersonMaps Errors Type IctPersonMaps IctErrors Description Mapping of person IDs Error List

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7.5 AddInfo
7.5.1 Description Adds or changes incident information. This operation does not cause a change in status. 7.5.2 Initiator Initiator Requester Status at start ProviderProcessing RequesterProcessing SolutionProvided ProviderProcessing RequesterProcessing SolutionProvided Status at end ProviderProcessing RequesterProcessing SolutionProvided ProviderProcessing RequesterProcessing SolutionProvided

Provider

7.5.3 Type Request/Response 7.5.4 Messages Input AddInfo Part parameters Type/Element AddInfo

<xsd:element name="AddInfo"> <xsd:complexType> <xsd:sequence> <xsd:element name="IctAdditionalInfos" type="tns:IctIncidentAdditionalInfos"/> <xsd:element name="IctAttachments" type="tns:IctIncidentAttachments"/> <xsd:element name="IctHead" type="tns:IctIncidentHead"/> <xsd:element name="IctPersons" type="tns:IctIncidentPersons"/> <xsd:element name="IctSapNotes" type="tns:IctIncidentSapNotes"/> <xsd:element name="IctSolutions" type="tns:IctIncidentSolutions"/> <xsd:element name="IctStatements" type="tns:IctIncidentStatements"/> <xsd:element name="IctUrls" type="tns:IctIncidentUrls"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element IncidentHead IncidentStatements IncidentAttachments IncidentSapNotes IncidentSolutions IctAdditionalInfos IctUrls IctIPersons Type IctIncidentHead IctIncidentStatements IctIncidentAttachments IctIncidentSapNotes IctIncidentSolutions IctIncidentAdditionalInfos IctIncidentUrls IctIncidentPersons 24 Description Incident Header Texts Attachments SAP Notes Solutions Addtitional Information URLs Contacts

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Output AddInfoReponse Part parameters Type/Element AddInfoResponse

<xsd:element name="AddInfoResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="Errors" type="tns:IctErrors"/> <xsd:element name="PersonMaps" type="tns:IctPersonMaps"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element PersonMaps Errors Type IctPersonMaps IctErrors Description Mapping of person IDs Error List

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7.6 VerifyIncidentSolution
7.6.1 Description Verifies a suggested solution. 7.6.2 Initiator Initiator Provider Status at start ProviderProcessing Status at end SolutionProvided

7.6.3 Type Request/Response 7.6.4 Messages Input VerifyIncidentSolution Part parameters Type/Element VerifyIncidentSolution

<xsd:element name="VerifyIncidentSolution"> <xsd:complexType> <xsd:sequence> <xsd:element name="IctAdditionalInfos" type="tns:IctIncidentAdditionalInfos"/> <xsd:element name="IctAttachments" type="tns:IctIncidentAttachments"/> <xsd:element name="IctHead" type="tns:IctIncidentHead"/> <xsd:element name="IctPersons" type="tns:IctIncidentPersons"/> <xsd:element name="IctSapNotes" type="tns:IctIncidentSapNotes"/> <xsd:element name="IctSolutions" type="tns:IctIncidentSolutions"/> <xsd:element name="IctStatements" type="tns:IctIncidentStatements"/> <xsd:element name="IctUrls" type="tns:IctIncidentUrls"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element IncidentHead IncidentStatements IncidentAttachments IncidentSapNotes IncidentSolutions IctAdditionalInfos IctUrls IctIPersons Type IctIncidentHead IctIncidentStatements IctIncidentAttachments IctIncidentSapNotes IctIncidentSolutions IctIncidentAdditionalInfos IctIncidentUrls IctIncidentPersons 26 Description Incident Header Texts Attachments SAP Notes Solutions Addtitional Information URLs Contacts

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Output VerifyIncidentSolutionResponse Part parameters Type/Element VerifyIncidentSolutionResponse

<xsd:element name="VerifyIncidentSolutionResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="Errors" type="tns:IctErrors"/> <xsd:element name="PersonMaps" type="tns:IctPersonMaps"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element PersonMaps Errors Type IctPersonMaps IctErrors Description Mapping of person IDs Error List

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7.7 RejectIncidentSolution
7.7.1 Description Rejects a solution suggested by the provider; incident processing is handed over to the provider again (status ProviderProcessing). 7.7.2 Initiator Initiator Requester 7.7.3 Type Request/Response 7.7.4 Messages Input RejectIncidentSolution Part parameters Type/Element RejectIncidentSolution Status at start SolutionProvided Status at end ProviderProcessing

<xsd:element name="RejectIncidentSolution"> <xsd:complexType> <xsd:sequence> <xsd:element name="IctAdditionalInfos" type="tns:IctIncidentAdditionalInfos"/> <xsd:element name="IctAttachments" type="tns:IctIncidentAttachments"/> <xsd:element name="IctHead" type="tns:IctIncidentHead"/> <xsd:element name="IctPersons" type="tns:IctIncidentPersons"/> <xsd:element name="IctSapNotes" type="tns:IctIncidentSapNotes"/> <xsd:element name="IctSolutions" type="tns:IctIncidentSolutions"/> <xsd:element name="IctStatements" type="tns:IctIncidentStatements"/> <xsd:element name="IctUrls" type="tns:IctIncidentUrls"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element IncidentHead IncidentStatements IncidentAttachments IncidentSapNotes IncidentSolutions IctAdditionalInfos IctUrls IctIPersons Type IctIncidentHead IctIncidentStatements IctIncidentAttachments IctIncidentSapNotes IctIncidentSolutions IctIncidentAdditionalInfos IctIncidentUrls IctIncidentPersons Description Incident Header Texts Attachments SAP Notes Solutions Addtitional Information URLs Contacts

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Output RejectIncidentSolutionResponse Part parameters Type/Element RejectIncidentSolutionResponse

<xsd:element name="RejectIncidentSolutionResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="Errors" type="tns:IctErrors"/> <xsd:element name="PersonMaps" type="tns:IctPersonMaps"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element PersonMaps Errors Type IctPersonMaps IctErrors Description Mapping of person IDs Error List

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7.8 CloseIncident
7.8.1 Description Closes an incident after a solution has been found. The incident can no longer be processed or reopened. An incident can only be closed by the incident initiator (requester). 7.8.2 Initiator Initiator Requester Status at start ProviderProcessing RequesterProcessing SolutionProvided Status at end ProviderProcessing RequesterProcessing SolutionProvided

7.8.3 Type Request/Response 7.8.4 Messages Input CloseIncident Part parameters Type/Element CloseIncident

<xsd:element name="CloseIncident"> <xsd:complexType> <xsd:sequence> <xsd:element name="IctAdditionalInfos" type="tns:IctIncidentAdditionalInfos"/> <xsd:element name="IctAttachments" type="tns:IctIncidentAttachments"/> <xsd:element name="IctHead" type="tns:IctIncidentHead"/> <xsd:element name="IctPersons" type="tns:IctIncidentPersons"/> <xsd:element name="IctSapNotes" type="tns:IctIncidentSapNotes"/> <xsd:element name="IctSolutions" type="tns:IctIncidentSolutions"/> <xsd:element name="IctStatements" type="tns:IctIncidentStatements"/> <xsd:element name="IctUrls" type="tns:IctIncidentUrls"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element IncidentHead IncidentStatements IncidentAttachments IncidentSapNotes IncidentSolutions IctAdditionalInfos IctUrls IctIPersons Type IctIncidentHead IctIncidentStatements IctIncidentAttachments IctIncidentSapNotes IctIncidentSolutions IctIncidentAdditionalInfos IctIncidentUrls IctIncidentPersons Description Incident Header Texts Attachments SAP Notes Solutions Addtitional Information URLs Contacts

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Output CloseIncidentResponse Part parameters Type/Element CloseIncidentResponse

<xsd:element name="CloseIncidentResponse"> <xsd:complexType> <xsd:sequence> <xsd:element name="Errors" type="tns:IctErrors"/> <xsd:element name="PersonMaps" type="tns:IctPersonMaps"/> </xsd:sequence> </xsd:complexType> </xsd:element> Element PersonMaps Errors Type IctPersonMaps IctErrors Description Mapping of person IDs Error List

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8 Data Types
8.1 IctIncidentHead
Incident header <xsd:complexType name="IctIncidentHead"> <xsd:sequence> <xsd:element name="IncidentGuid" type="n0:char32"/> <xsd:element name="RequesterGuid" type="n0:char32"/> <xsd:element name="ProviderGuid" type="n0:char32"/> <xsd:element name="AgentId" type="n0:char32"/> <xsd:element name="ReporterId" type="n0:char32"/> <xsd:element name="ShortDescription" type="n0:char40"/> <xsd:element name="Priority" type="n0:char32"/> <xsd:element name="Language" type="n0:char2"/> <xsd:element name="RequestedBegin" type="n0:decimal15.0"/> <xsd:element name="RequestedEnd" type="n0:decimal15.0"/> </xsd:sequence> </xsd:complexType> Element IncidentGuid RequesterGuid ProviderGuid AgentId Mandatory X X X Description Incident GUID System GUID of requester (help desk system) System GUID of provider (help desk system) ID of the person who is processing the problem (incident processor). The processor does not need to be specified when the incident is created. This ID refers to an entry in IctIPersons. If this entry is missing in IctIPersons, an error is triggered. ID of the person who has reported the problem (incident reporter). The reporter does not need to be specified when the incident is created. This ID refers to an entry in IctIPersons. If this entry is missing in IctIPersons, an error is triggered. Incident short description Incident priority (this value is mapped to/from an internal value by the SAP Solution Manager Service Desk) Incident language in accordance with ISO 639 Date and time when processing of the Incident started Date and time when the incident should be solved

ReporterId

ShortDescription X Priority X

Language X RequestedBegin RequestedEnd

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8.2 IctIncidentStatement
Incident text/statement/description <xsd:complexType name="IctIncidentStatement"> <xsd:sequence> <xsd:element name="TextType" type="n0:char32"/> <xsd:element name="Texts" type="tns:IctIncidentTexts"/> <xsd:element name="Timestamp" type="n0:decimal15.0"/> <xsd:element name="PersonId" type="n0:char32"/> <xsd:element name="Language" type="n0:char2"/> </xsd:sequence> </xsd:complexType> Element TextType Texts Timestamp PersonId Mandatory X X X X Description Text type (this value is mapped to/from an internal value by the SAP Solution Manager Service Desk) Text lines UTC-Timestamp when the text was added to the incident ID of the person who added the text. This ID refers to an entry in IctIPersons. If this entry is missing in IctIPersons, an error is triggered. Language of the statement in accordance with ISO 639

Language

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8.3 IctIncidentTexts
List of text lines <xsd:complexType name="IctIncidentTexts"> <xsd:sequence> <xsd:element name="item" minOccurs="0" maxOccurs="unbounded" type="xsd:string"/> </xsd:sequence> </xsd:complexType> Element item Mandatory Description Text line

8.4 IctIncidentStatements
List of incident texts/statements/descriptions <xsd:complexType name="IctIncidentStatements"> <xsd:sequence> <xsd:element name="item" minOccurs="0" maxOccurs="unbounded" type="tns:IctIncidentStatement"/> </xsd:sequence> </xsd:complexType> Element item Mandatory Description Incident text/statement/description

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8.5 IctIncidentAttachment
File attachment <xsd:complexType name="IctIncidentAttachment"> <xsd:sequence> <xsd:element name="AttachmentGuid" type="n0:char32"/> <xsd:element name="Filename" type="xsd:string"/> <xsd:element name="MimeType" type="n0:char128"/> <xsd:element name="Data" type="xsd:base64Binary"/> <xsd:element name="Timestamp" type="n0:decimal15.0"/> <xsd:element name="PersonId" type="n0:char32"/> <xsd:element name="Url" type="n0:char4096"/> <xsd:element name="Language" type="n0:char2"/> <xsd:element name="Delete" type="n0:char1"/> </xsd:sequence> </xsd:complexType> Element Mandatory AttachmentGuid X Filename (X) Description GUID to uniquely identify an attachment File name Mandatory if Delete = space (attachment is added) MimeType (X) File type/extension Mandatory if Delete = space (attachment is added) Data (X) File/file content Mandatory if Delete = space (attachment is added) Timestamp PersonId X UTC-Timestamp when the file was attached/removed to/from the incident ID of the person who added or deleted the attachment. This ID refers to an entry in IctIPersons. If this entry is missing in IctIPersons, an error is triggered. URL that allows to display the attachment Language of the attachment in accordance with ISO 639 Deletion ID space, file was removed from the incident

Url Language Delete

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8.6 IctIncidentAttachments
List of file attachments <xsd:complexType name="IctIncidentAttachments"> <xsd:sequence> <xsd:element name="item" minOccurs="0" maxOccurs="unbounded" type="tns:IctIncidentAttachment"/> </xsd:sequence> </xsd:complexType> Element item Mandatory Description File attachment

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8.7 IctIncidentSapNote
Reference to SAP Note <xsd:complexType name="IctIncidentSapNote"> <xsd:sequence> <xsd:element name="NoteId" type="n0:char30"/> <xsd:element name="NoteDescription" type="n0:char60"/> <xsd:element name="Timestamp" type="n0:decimal15.0"/> <xsd:element name="PersonId" type="n0:char32"/> <xsd:element name="Url" type="n0:char4096"/> <xsd:element name="Language" type="n0:char2"/> <xsd:element name="Delete" type="n0:char1"/> </xsd:sequence> </xsd:complexType> Element Mandatory NoteId X NoteDescription (X) Description SAP Note number SAP Note short description Mandatory if Delete = space (SAP Note is added) Timestamp PersonId X UTC-Timestamp when the file was attached/removed to/from the incident ID of the person who added or deleted the attachment. This ID refers to an entry in IctIPersons. If this entry is missing in IctIPersons, an error is triggered. URL that allows to display the attachment Language of the attachment in accordance with ISO 639 Deletion ID space, file was removed from the incident

Url Language Delete

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8.8 IctIncidentSapNotes
List of references to SAP Notes <xsd:complexType name="IctIncidentSapNotes"> <xsd:sequence> <xsd:element name="item" minOccurs="0" maxOccurs="unbounded" type="tns:IctIncidentSapNote"/> </xsd:sequence> </xsd:complexType> Element item Mandatory Description Reference to SAP Note

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8.9 IctIncidentSolution
Solution <xsd:complexType name="IctIncidentSolution"> <xsd:sequence> <xsd:element name="SolutionId" type="n0:char32"/> <xsd:element name="SolutionDescription" type="n0:char60"/> <xsd:element name="Timestamp" type="n0:decimal15.0"/> <xsd:element name="PersonId" type="n0:char32"/> <xsd:element name="Url" type="n0:char4096"/> <xsd:element name="Language" type="n0:char2"/> <xsd:element name="Delete" type="n0:char1"/> </xsd:sequence> </xsd:complexType> Element Mandatory SolutionId X SolutionDescription (X) Description Solution number Short solution description Mandatory if Delete = space (Solution is added) Timestamp PersonId X X UTC-Timestamp when the file was attached/removed to/from theincident ID of the person who added or deleted the attachment. This ID refers to an entry in IctIPersons. If this entry is missing in IctIPersons, an error is triggered. URL that allows to display the attachment Language of the attachment in accordance with ISO 639 Deletion ID space, file was removed from the incident

Url Language Delete

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8.10 IctIncidentSolutions
List of solutions <xsd:complexType name="IctIncidentSolutions"> <xsd:sequence> <xsd:element name="item" minOccurs="0" maxOccurs="unbounded" type="tns:IctIncidentSolution"/> </xsd:sequence> </xsd:complexType> Element item Mandatory Description Solution

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8.11 IctIncidentAdditionalInfo
Additional information <xsd:complexType name="IctIncidentAdditionalInfo"> <xsd:sequence> <xsd:element name="Guid" type="n0:char32"/> <xsd:element name="ParentGuid" type="n0:char32"/> <xsd:element name="AddInfoAttribute" type="n0:char255"/> <xsd:element name="AddInfoValue" type="n0:char255"/> </xsd:sequence> </xsd:complexType> Element Guid ParentGuid Mandatory Description ID of the attribute Parent ID of the attribute (if the attributes are built up hierarchically) Attribute Type (see chapter 10 for SAP attribute types) Attribute Value

AddInfoAttribute X AddInfoValue

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8.12 IctIncidentAdditionalInfos
List of additional informations <xsd:complexType name="IctIncidentAdditionalInfos"> <xsd:sequence> <xsd:element name="item" minOccurs="0" maxOccurs="unbounded" type="tns:IctIncidentAdditionalInfo"/> </xsd:sequence> </xsd:complexType> Element item Mandatory Description Additional information

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8.13 IctIncidentUrl
URL <xsd:complexType name="IctIncidentUrl"> <xsd:sequence> <xsd:element name="UrlGuid" type="n0:char32"/> <xsd:element name="Url" type="n0:char4096"/> <xsd:element name="UrlName" type="n0:char40"/> <xsd:element name="UrlDescription" type="n0:char64"/> <xsd:element name="Timestamp" type="n0:decimal15.0"/> <xsd:element name="PersonId" type="n0:char32"/> <xsd:element name="Language" type="n0:char2"/> <xsd:element name="Delete" type="n0:char1"/> </xsd:sequence> </xsd:complexType> Element UrlGuid Url UrlName Mandatory X X (X) Description GUID to uniquely identify an URL URL Name (language independent) Mandatory if Delete = space (Solution is added) UrlDescription Description (language dependant) Mandatory if Delete = space (Solution is added) Timestamp PersonId X X UTC-Timestamp when the file was attached/removed to/from the incident ID of the person who added or deleted the attachment. This ID refers to an entry in IctIPersons. If this entry is missing in IctIPersons, an error is triggered. Language of the attachment in accordance with ISO 639 Deletion ID space, file was removed from the incident

Language Delete

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8.14 IctIncidentUrls
List of URLs <xsd:complexType name="IctIncidentUrls"> <xsd:sequence> <xsd:element name="item" minOccurs="0" maxOccurs="unbounded" type="tns:IctIncidentUrl"/> </xsd:sequence> </xsd:complexType> Element item Mandatory Description URL

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8.15 IctPhone
Phone number <xsd:complexType name="IctPhone"> <xsd:sequence> <xsd:element name="PhoneNo" type="n0:char30"/> <xsd:element name="PhoneNoExtension" type="n0:char10"/> </xsd:sequence> </xsd:complexType> Element Mandatory PhoneNo PhoneNoExtension Description Phone number Phone number extension

8.16 IctFax
Fax number <xsd:complexType name="IctFax"> <xsd:sequence> <xsd:element name="FaxNo" type="n0:char30"/> <xsd:element name="FaxNoExtension" type="n0:char10"/> </xsd:sequence> </xsd:complexType> Element Mandatory FaxNo FaxNoExtension Description Fax number Fax number extension

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8.17 IctIncidentPerson
Person <xsd:complexType name="IctIncidentPerson"> <xsd:sequence> <xsd:element name="PersonId" type="n0:char32"/> <xsd:element name="PersonIdExt" type="n0:char32"/> <xsd:element name="Sex" type="n0:char1"/> <xsd:element name="FirstName" type="n0:char40"/> <xsd:element name="LastName" type="n0:char40"/> <xsd:element name="Telephone" type="tns:IctPhone"/> <xsd:element name="MobilePhone" type="n0:char30"/> <xsd:element name="Fax" type="tns:IctFax"/> <xsd:element name="Email" type="n0:char240"/> </xsd:sequence> </xsd:complexType> Element PersonId PersonIdExt Sex FirstName LastName Telephone MobilePhone Fax Email Mandatory X Description ID to uniquely identify a person ID of the person in the external system Sex (m = male, f = female) First name Last name Telephone number Mobile phone number Fax number e-mail address

X X

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8.18 IctIncidentPersons
List of persons <xsd:complexType name="IctIncidentPersons"> <xsd:sequence> <xsd:element name="item" minOccurs="0" maxOccurs="unbounded" type="tns:IctIncidentPerson"/> </xsd:sequence> </xsd:complexType> Element item Mandatory Description Person

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8.19 IctError
Operation errors, return code of a value service call <xsd:complexType name="IctError"> <xsd:sequence> <xsd:element name="ErrorCode" type="xsd:unsignedByte"/> <xsd:element name="Val1" type="n0:char255"/> <xsd:element name="Val2" type="n0:char255"/> <xsd:element name="Val3" type="n0:char255"/> <xsd:element name="Val4" type="n0:char255"/> </xsd:sequence> </xsd:complexType> Element ErrorCode Val1 Mandatory X Description Error code; see Error Handling Variable used to provide details of the error (see Error Handling) Variable used to provide details of the error (see Error Handling) Variable used to provide details of the error (see Error Handling) Variable used to provide details of the error (see Error Handling)

Val2

Val3

Val4

8.20 IctErrors
List of operation errors <xsd:complexType name="IctErrors"> <xsd:sequence> <xsd:element name="item" minOccurs="0" maxOccurs="unbounded" type="tns:IctError"/> </xsd:sequence> </xsd:complexType> Element item Mandatory Description Operation error

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8.21 IctPersonMap
List of person mapping information <xsd:complexType name="IctPersonMap"> <xsd:sequence> <xsd:element name="PersonId" type="n0:char32"/> <xsd:element name="PersonIdExt" type="n0:char32"/> </xsd:sequence> </xsd:complexType> Element PersonId PersonIdExt Mandatory X Description ID to uniquely identify a person ID of the person in the external system (see chapter 3)

8.22 IctPersonMaps
List of person mapping information <xsd:complexType name="IctPersonMaps"> <xsd:sequence> <xsd:element name="item" minOccurs="0" maxOccurs="unbounded" type="tns:IctPersonMap"/> </xsd:sequence> </xsd:complexType> Element item Mandatory Description Person mapping

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9 Error Handling
9.1 Error Code
ErrorCode 01 02 03 04 11 12 98 99 Description missing incident GUID missing requester GUID missing provider GUID requester GUID and provider GUID are equal Incident is locked Authority check failed unknown error internal error

9.1.1 Internal Error

Val1 051 099 Description no unique internal system GUID unspecified/unknown internal error

9.2 Error Messages

In the SAP Solution Manager Service Desk error messages are displayed as follows:

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If an error occurs during the message exchange the SAP Solution Manager system sends a generic message (e.g. the message with the technical ID SOLMAN_ICT011) to the user. Details about the actual error are displayed under section System Response: Error code: technical error code, which might be useful for the support team (e.g. technical message ID) Error details: additional error information which might be useful for the end user The Error code information is to be supplied in the element VAL1 of the ICT_ERROR type. The elements VAL2, VAL3, and VAL4 can be used to provide detailed information. SAP Solution Manager concatenates these 3 parameters into one text which is displayed under Error details.

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10 Attribute Types of the SAP Solution Manager ITSM

Attribute Type SAPComponent SAPSystemID SAPSystemClient SAPCategory SAPSystemType SAPInstNo SAPSubject SAPOperatingSystem SAPDatabase SAPFrontend SAPSoftwareComponent SAPSoftwareComponentRelease SAPSoftwareComponentPatch SAPIncidentID SAPIncidentStatus SAPUserStatus Description SAP Component (e.g. SV-SMG-SUP) SAP System ID Client of SAP System Category of the Incident SAP System Type SAP Installation Number Subject of the Incident Operating System of SAP System Database of SAP System Frontendsystem and Version Software Component Software Component Release Software Component Patch ID of the Incident at SAP (when forwarded to SAP) Status of the Incident at SAP (when forwarded to SAP) User Status in format <status ID><status profile> (e.g. E0001SMIN0001)

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