Automating SAP Service Request management - (Extend Material to Plant) Part 2: instant fulfillment from ServiceNow

In my previous article, I've shown how easily you can create a Service Request from SAP if you encounter a master data problem. The generated Service Request contains all data required for resolving the problem: the affected SAP system, client, material number and plant. So then why not automate the fulfillment of this request?

Automation using the ITSM Connector ServiceNow App

Our certified ServiceNow App has a new feature: it allows ServiceNow users to perform a growing number of actions in SAP, with a single click of a button.

You can specify rules in a ServiceNow table, that if certain conditions are met on a Service Request (or any other form), a button (UI Action) is displayed. Using this simple rule, we can control when the function shall be available:

So if a Service Request has a specific type and it is not closed yet, an extra button is displayed:

Naturally you can add further conditions, and in the real world an approval process is usually implemented. When this request is approved the ServiceNow technician will press this button, and the ITSM Connector sends a web service request to the affected SAP system to extend the material to the specified plant. Parameters (variables) are already prefilled when the SAP add-on part of the ITSM Connector created it (see previous article), so those are passed as parameters to SAP:

After a second, the result of the web service call is displayed. The material was extended successfully:

The Service Request is closed and a work note is added:

Now the SAP end user is notified by an email that this request was fulfilled, and he/she can continue working.

Conclusion

The ITSM Connector now has a feature that helps your support teams fulfill frequent SAP requests with a single click. It does not get any simpler than this.

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Learn more

This feature was demonstrated in our recent webinar (2022.09.13). If you'd like to watch the recording, please get in touch.