Allows creating SAP Cases out of ServiceNow incidents with a few clicks and keeps them synchronized. It can populate the fields required for creating an SAP Case and can update the ServiceNow incident with the changes of the SAP Case automatically. This greatly reduces the manual work for IT teams who work on incidents that end up with creating SAP Cases.

Perfect synergy

Together with our existing certified “ITSM Connector for SAP” app, the process of SAP support is greatly simplified and improved: the ITSM Connector for SAP allows submitting a ServiceNow incident directly from an SAP system, and captures all relevant SAP system, user, program etc. details. Combining this with the SAP Support Backbone Integration App, all this information can be forwarded to SAP by creating SAP Cases out of ServiceNow incidents.

By providing all SAP environment details attached to SAP Cases, customers can expect faster ticket resolution time from SAP because the number of questions/turnarounds will be minimized.

List of main features:

Automatic preparation of an SAP Case: the App can gather all information required for creating an SAP Case (like SAP system data and SAP S-User numbers).
Automatic proposal for the relevant SAP Component: if not available already from the ITSM Connector, the App helps users select the affected SAP Component (which is a mandatory field in an SAP Case and notoriously complicated to select correctly) leveraging the AI capability of the SAP Support Case API by using the short and long descriptions.
Displaying relevant SAP Knowledge Base articles: using the SAP Support Case API, the program can propose solution recommendations by using the system data, and the short and long description of the incident. This is provided by the same SAP AI solution that you can find in the central SAP support portal (“SAP for Me”), when you create a SAP Case manually.
Automatic creation of SAP Cases: once the SAP Case is prepared and there are no solution recommendations that help solving the issue, an SAP Case can be created by pressing a button on the incident form.
Automatic upload of attachments: whenever an attachment is uploaded to an incident, it is added to the corresponding SAP Case.
Automatic updates of SAP Cases: whenever commends are added to an incident or relevant fields are changed, the changes are sent to SAP to update the corresponding SAP Case.
Periodic update of incidents: as the SAP Support Case API uses a pull architecture (SAP does not send data to ServiceNow), SAP Cases need to be read periodically to update the ServiceNow incidents.
Rule based operation: instead of hardcoding business logic, or relying on additional customization of the App, we created a simple but flexible Rule framework that allows customers to specify the business logic of the App. Certain conditions (of Business Rules, UI Actions etc.) can be configured using the Rule table that uses the Condition Builder functionality of ServiceNow.
Flexible error handling: the App can create ServiceNow incidents with predefined properties if any integration errors occur. Failed integration steps can be retried automatically based on rules, or done manually.
Loading of master data: relevant SAP system data and SAP user data (S-User numbers) can be synchronized from the SAP Support Case API. This eliminates the need to manually maintain this data in ServiceNow. This feature will be available when the SAP Support Case API becomes published.
Dashboards: the solution contains out of the box dashboards for monitoring the health of the integration and also providing insights on incidents with SAP Cases.
MSP Ready: the App is compatible with MSP instances and provide an easy way to integrate with more than one SAP Cloud ALM tenant. This is achieved by using a Target System table where you can maintain multiple target systems, which can be assigned to different Companies. The Company of the incident will determine which Target System to use (by default).