Person synchronization details

SAP Solution Manager to Service Manager

Persons sent from SAP Service Manager can be mapped to person fields in Service Manager. When Person details are received, the corresponding contact record is found in Service Manager by querying the Configuration Management Web Service. The resolved contact ID must be set in the mapped field. The exchange web service describes persons with the following fields:

  • Sex
  • First name
  • Last name
  • Telephone
  • Mobile phone
  • Fax
  • Email

Fields that are used to find persons in Service Manager:

  • Email
  • First name
  • Last name

Persons are searched by all three fields. If no matching person is found in Service Manager or duplicates are found, then a notification is added to the Journal. For example, an empty email causes the following message in response to Journal updates:

Warning! Contact can not be found. Firstname,Lastname,Email fields should not be empty. Invalid contact: FirstName: "Nicholas" LastName: "Brown" Phone number: "(770) 954-4588" Fax number: "(770) 954-4590" …

SMSSMEX does not create Persons or Contacts. An operator-type lookup is enforced only for the AssigneeName field.

Mapping from Service Manager to SAP Solution Manager is performed in the same way. The ID of the Person field in the Service Manager is used to make an additional call to Configuration Management WS to get all details about the Person. The collected data is forwarded to the Solution Manager. In SAP Solution Manager the ID of the Person is checked. If the ID is

  • Known: Solution Manager assigns an existing record to the Incident.
  • Not known: Solution Manager tries to resolve a Person via the email field. If this is not possible, a new Person is created.