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1 Scenarios

SAP Solution Manager supports you throughout the entire lifecycle of your solutions, from the planning through configuration to production operation. It provides central access to tools methods and preconfigured content, which you can use during the evaluation, implementation, and productive operation of your systems.

The SAP Solution Manager IT Service Management service desk helps you to support your solution. Your internal customers, that is, end users or key users, can report incidents from any SAP system. You process these incidents centrally in the SAP Solution Manager service desk and forward them to SAP Support, if necessary.

Incidents can be reported or generated in various ways in SAP Solution Manager.

The following figure shows which incident initiators can be involved, and which systems can add data to incidents.

Use Cases

Standard Interface ITSM (Incident)

SAP Solution Manager offers a bi-directional interface that enables the exchange of messages between Service Desk and third party service desk tools or another SAP Solution Manager Service Desk. It enables the customer to use SAP Solution Manager for SAP related incidents in addition to existing Help Desk tools.

 

Created incidents are bound to the life-cycle on the SAP Solution Manager and can be exchanged with an External System over the entire life-cycle process. This guarantees that all documents in the relevant systems are synchronized and up to date. The default integration process is easier and faster than before and still remains as flexible. The business process can be extended based on the ITSM Interface or the ITSM Interface can be adapted to the business process. With the built in Value-Mapping functionality, information can be transformed between the different systems ensuring its integrity at the point of synchronization.

 

The Integration with the Solution Manager has many advantages for the Business Process, e.g. further integration with the SAP Marketplace for directly SAP Support.

 

Synchronizations are triggered when a incident is saved. Additional conditions can be applied to the synchronization process such as ‘Only on status changes’ or ‘Only when Support Team has been assigned’.

Use Case: Creation of incidents in External Systems

In this scenario, the External System is the point of initialization for all incidents. It acts as a central repository for all service incidents and distributes incidents to their appropriate Service Desk for processing. Solution Manager can be integrated into the existing process so that when incidents that are SAP specific are created, they are transferred to Solution Manager. When completed, the status of the incident is passed back the External System for testing and review. When the incident is closed on the External System, the incident is also confirmed in Solution Manager.

 

Here, Solution Manager is the Provider system and the External System is the Requester system. This means that the External System has control over the Process. Therefore, only the External System can set the Status to ‘Confirmed’. In this use case, it can be seen that the WebService Call initiates on the External System and thus, the External System manages the trigger event for confirming a incident. The Status ‘Confirmed’ is a final Status and it is not possible to reopen the Incident for any reasons.

 

Three Web-Service Operations are needed complete this process, all of which are provided by the Service Desk WebService API:

  • ProcessIncident
    • Create a new incident in the Solution Manager
    • In the Response message, the external human readable Number for the External System is included
  • AddInfo
    • Updated an already existing incident
  • CloseIncident
    • Close a incident for some reasons

 

Details for all available Web Operations are available in chapter ‘7: Operations’.

Use Case: Creation of Incident in Solution Manager

This is an alternative solution to point 2.1.1, where the Solution Manager is the Requestor system and External System is the Provider system i.e. incidents are created in Solution Manager and passed to an External System for processing. External Systems might exist due to 3rd party involvement in the operations of the company e.g. when a partner company is responsible for the hardware maintenance. Incidents will be closed by Solution Manager.

 

To exchange incidents with an External System, we can use the standard assignment block ‘External Help Desk’. This is the standard manual method to transfer and update the incident in the External System.

 

Each of the different Web Service Operations, which are described in point 2.1.1, can be triggered automatically when the incident is being processed on Solution Manager.

 

When the External System is not a Solution Manager system, then a Web-Service Consumer is created on Solution Manager. This consumer would be used to delegate the Web-Service calls to the External system after the configuration has been complete.

Use Case: Service Market Place Integration

Synchronization from an External System to SAP OSS via Solution Manager is also possible.

 

In this configuration, an incident has been created in the External System. The 2nd Level Support Team has found that the incident involves SAP and forwards the incident to Solution Manager where the Solution Manager Support Team can inspect and forward the ticket on to SAP OSS if necessary. The response from SAP OSS, whether a request for action or a proposed solution, is sent to Solution Manager and if necessary, sent to the External System for further action by the Solution Manager Support Team.

OSS incidents are be created with minimal effort. They can also be directly integrated into the ChaRM process. The External System to SAP OSS process can be automated.

Use Case: Create Help Feedback and 3rd Party Tools

Incidents created via the Help dropdown menu or other 3rd Party Tools can be synchronized to an External System. Using the Help dropdown is an easy method for users to create incidents. In addition, system information, technical information and business information are automatically provided.

This process can be automated.

 

Use Case: Creation of Incidents via the Monitoring and Alerting Infrastructure (MAI)

The MAI tools generate alerts when system components begin to operate outside a specified set of parameters. Its purpose is to inform persons responsible of underlying problems or trigger automatic technical reactions. In this Use Case, the alert generates a Incident. The Incident can then be examined by the Support Team and if it is deemed to be related to an External System, it can be forwarded to that External System for further processing.

This process can be automated.

 

2 Status Model

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

2.1 Status Definition

Status

 

Current

Incident Processor

 

Description

 

BeginningState

Requester

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

Provider

The incident is being processed by the provider.

 

RequesterProcessing

Requester

The incident is being processed by the requester.

SolutionProvided

Requester

The provider has offered/suggested a solution to the requester.

Closed

-

The incident has been closed by the requester.

 

 

 

2.2 Requester

2.3 Provider

 

 

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
  • IctAdditionalInfo (SAPBusinessPartnerXX)

 

 

 

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

 

 


 

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

 

 

 

3.3. Transfer of Additional Partners and Partner Functions

The agent and the reporter are transferred by default. In addition, you can send and receive additional partners. The data (partner function and partner number) is sent with additional info attributes. You can exchange up to 10 additional partners.

 

  • SAPBusinessPartnerFunction + Suffix 01-10 (e.g. SAPBusinessPartnerFunction01)
  • SAPBusinessPartner + Suffix 01-10 (e.g. SAPBusinessPartner01)

 

To activate the sending and receiving (incoming / outgoing) of additional business partners, configure these partner functions in customizing table ICT_PFCT_FLTR: Here you define which additional partner function are sent to which external service desk. To further restrict the sending of additional partners also on transaction type level, specify a transaction type.

For the additional info attribute SAPBusinessPartnerFunction, uses the value-based mapping to map partner functions based on their value. (example: map partner function SLFN002 to EXTSD01).

In addition to the value-based mapping for the partner function, you can use the general attribute mapping for all additional info attributes to have additional mapping flexibility.

For more information about mapping, see section 6 Mapping.

 

 

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.

 

 

 

 

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.

 

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

Field

IctHead

Priority

IctStatements

TextType

IctAdditionalInfos

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.

 

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.

 

 

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

Type/Element

parameters

RequestSystemGuid

 

<xsd:element name="RequestSystemGuid">

           <xsd:complexType>

                          <xsd:sequence/>

          </xsd:complexType>

</xsd:element>

 

 

Output

 

RequestSystemGuidResponse

Part

Type/Element

Parameters

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

Type

Description

Error

IctErrors

Error List

SystemGUID

char32

System GUID of the Help Desk System

 

 

 

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

Status at start

Status at end

Requester

BeginningState

ProviderProcessing

 

 

 

7.2.3 Type

Request/Response

7.2.4 Messages

Input

 

ProcessIncident

Part

Type/Element

parameters

ProcessIncident

 

<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

Type

Description

IncidentHead

IctIncidentHead

Incident Header

IncidentStatements

IctIncidentStatements

Texts

IncidentAttachments

IctIncidentAttachments

Attachments

IncidentSapNotes

IctIncidentSapNotes

SAP Notes

IncidentSolutions

IctIncidentSolutions

Solutions

IctAdditionalInfos

IctIncidentAdditionalInfos

Addtitional Information

IctUrls

IctIncidentUrls

URLs

IctIPersons

IctIncidentPersons

Contacts

IctID

char32

Incident number in the requester (help desk

system)

IctTimestamp

decimal15.0

Incident creation UTC-Timestamp in the requester (help desk system)

 

Output

ProcessIncidentResponse

Part

Type/Element

parameters

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

Type

Description

Errors

IctErrors

Error List

PersonMaps

IctPersonMaps

Mapping of person IDs

PrdIctId

char32

Incident number in the provider (help desk system)

 

 

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

Status at start

Status at end

Requester

BeginningState

RequesterProcessing

 

 

 

7.3.3 Type

Request/Response

7.3.4 Messages

Input

 

ReplicateIncident

Part

Type/Element

parameters

ReplicateIncident

 

<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

Type

Description

IncidentHead

IctIncidentHead

Incident Header

IncidentStatements

IctIncidentStatements

Texts

IncidentAttachments

IctIncidentAttachments

Attachments

IncidentSapNotes

IctIncidentSapNotes

SAP Notes

IncidentSolutions

IctIncidentSolutions

Solutions

IctAdditionalInfos

IctIncidentAdditionalInfos

Addtitional Information

IctUrls

IctIncidentUrls

URLs

IctIPersons

IctIncidentPersons

Contacts

 

 

IctID

char32

Incident number in the requester (help desk system)

IctTimestamp

decimal15.0

Incident creation UTC-Timestamp in the requester (help desk system)

 

 

Output

 

ReplicateIncidentResponse

 

Part

Type/Element

parameters

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

Type

Description

Errors

IctErrors

Error List

PersonMaps

IctPersonMaps

Mapping of person IDs

PrdIctId

char32

Incident number in the provider (help desk

system)

 

 

 

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

Status at start

Status at end

Requester

RequesterProcessing

ProviderProcessing

Provider

ProviderProcessing

RequesterProcessing

 

 

 

7.4.3 Type

Request/Response

7.4.4 Messages

Input

 

AcceptIncidentProcessing

Part

Type/Element

parameters

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

Type

Description

IncidentHead

IctIncidentHead

Incident Header

IncidentStatements

IctIncidentStatements

Texts

IncidentAttachments

IctIncidentAttachments

Attachments

IncidentSapNotes

IctIncidentSapNotes

SAP Notes

IncidentSolutions

IctIncidentSolutions

Solutions

IctAdditionalInfos

IctIncidentAdditionalInfos

Addtitional Information

IctUrls

IctIncidentUrls

URLs

IctIPersons

IctIncidentPersons

Contacts


 

Output

 

AcceptIncidentProcessingRepsonse

Part

Type/Element

parameters

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

Type

Description

PersonMaps

IctPersonMaps

Mapping of person IDs

Errors

IctErrors

Error List

 


 

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

Status at start

Status at end

Requester

ProviderProcessing

ProviderProcessing

 

RequesterProcessing

RequesterProcessing

 

SolutionProvided

SolutionProvided

Provider

ProviderProcessing

ProviderProcessing

 

RequesterProcessing

RequesterProcessing

 

SolutionProvided

SolutionProvided

 

7.5.3 Type

Request/Response

7.5.4 Messages

Input

 

AddInfo

Part

Type/Element

parameters

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

Type

Description

IncidentHead

IctIncidentHead

Incident Header

IncidentStatements

IctIncidentStatements

Texts

IncidentAttachments

IctIncidentAttachments

Attachments

IncidentSapNotes

IctIncidentSapNotes

SAP Notes

IncidentSolutions

IctIncidentSolutions

Solutions

IctAdditionalInfos

IctIncidentAdditionalInfos

Addtitional Information

IctUrls

IctIncidentUrls

URLs

IctIPersons

IctIncidentPersons

Contacts

Output

 

AddInfoReponse

 

Part

Type/Element

parameters

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

Type

Description

PersonMaps

IctPersonMaps

Mapping of person IDs

Errors

IctErrors

Error List

 

 

 

7.6 VerifyIncidentSolution

7.6.1 Description

Verifies a suggested solution.

7.6.2 Initiator

 

Initiator

Status at start

Status at end

Provider

ProviderProcessing

SolutionProvided

 

7.6.3 Type

Request/Response

7.6.4 Messages

Input

 

VerifyIncidentSolution

 

Part

Type/Element

parameters

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

Type

Description

IncidentHead

IctIncidentHead

Incident Header

IncidentStatements

IctIncidentStatements

Texts

IncidentAttachments

IctIncidentAttachments

Attachments

IncidentSapNotes

IctIncidentSapNotes

SAP Notes

IncidentSolutions

IctIncidentSolutions

Solutions

IctAdditionalInfos

IctIncidentAdditionalInfos

Addtitional Information

IctUrls

IctIncidentUrls

URLs

IctIPersons

IctIncidentPersons

Contacts

Output

 

VerifyIncidentSolutionResponse

 

Part

Type/Element

parameters

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

Type

Description

PersonMaps

IctPersonMaps

Mapping of person IDs

Errors

IctErrors

Error List

 

 

 

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

Status at start

Status at end

Requester

SolutionProvided

ProviderProcessing

 

7.7.3 Type

Request/Response

7.7.4 Messages

Input

 

RejectIncidentSolution

 

Part

Type/Element

parameters

RejectIncidentSolution

 

<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

Type

Description

IncidentHead

IctIncidentHead

Incident Header

IncidentStatements

IctIncidentStatements

Texts

IncidentAttachments

IctIncidentAttachments

Attachments

IncidentSapNotes

IctIncidentSapNotes

SAP Notes

IncidentSolutions

IctIncidentSolutions

Solutions

IctAdditionalInfos

IctIncidentAdditionalInfos

Addtitional Information

IctUrls

IctIncidentUrls

URLs

IctIPersons

IctIncidentPersons

Contacts

 

 

Output

RejectIncidentSolutionResponse

 

Part

Type/Element

parameters

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

Type

Description

PersonMaps

IctPersonMaps

Mapping of person IDs

Errors

IctErrors

Error List

 

 

 

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

Status at start

Status at end

Requester

ProviderProcessing

ProviderProcessing

 

RequesterProcessing

RequesterProcessing

 

SolutionProvided

SolutionProvided

 

7.8.3 Type

Request/Response

7.8.4 Messages

Input

 

CloseIncident

Part

Type/Element

parameters

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

Type

Description

IncidentHead

IctIncidentHead

Incident Header

IncidentStatements

IctIncidentStatements

Texts

IncidentAttachments

IctIncidentAttachments

Attachments

IncidentSapNotes

IctIncidentSapNotes

SAP Notes

IncidentSolutions

IctIncidentSolutions

Solutions

IctAdditionalInfos

IctIncidentAdditionalInfos

Addtitional Information

IctUrls

IctIncidentUrls

URLs

IctIPersons

IctIncidentPersons

Contacts

 

 

Output

 

CloseIncidentResponse

Part

Type/Element

parameters

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

Type

Description

PersonMaps

IctPersonMaps

Mapping of person IDs

Errors

IctErrors

Error List

 

 

 

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

Mandatory

Description

IncidentGuid

X

Incident GUID

RequesterGuid

X

System GUID of requester (help desk system)

ProviderGuid

X

System GUID of provider (help desk system)

AgentId

 

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.

ReporterId

 

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.

ShortDescription

X

Incident short description

Priority

X

Incident priority (this value is mapped to/from an internal value by the SAP Solution Manager Service Desk)

Language

X

Incident language in accordance with ISO 639

RequestedEnd

 

Date and time when the incident should be solved

 

 

 

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

Mandatory

Description

TextType

X

Text type (this value is mapped to/from an internal value by the SAP Solution Manager Service Desk)

Texts

X

Text lines

Timestamp

X

UTC-Timestamp when the text was added to the incident

PersonId

X

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

 

Language of the statement in accordance with ISO 639

 


 

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

Mandatory

Description

item

 

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

Mandatory

Description

item

 

Incident text/statement/description

 

 

 

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

Description

AttachmentGuid

X

GUID to uniquely identify an attachment

Filename

(X)

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

 

UTC-Timestamp when the file was attached/removed to/from the incident

PersonId

X

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

 

URL that allows to display the attachment

Language

 

Language of the attachment in accordance with ISO 639

Delete

 

Deletion ID

≠ ‘space’, file was removed from the incident

 

 

 

 

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

Mandatory

Description

item

 

File attachment

 

 

 

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

Description

NoteId

X

SAP Note number

NoteDescription

(X)

SAP Note short description

Mandatory if Delete = ‘space’ (SAP Note is added)

Timestamp

 

UTC-Timestamp when the file was attached/removed to/from the incident

PersonId

X

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

 

URL that allows to display the attachment

Language

 

Language of the attachment in accordance with ISO 639

Delete

 

Deletion ID

≠‘space’, file was removed from the incident

 

 

 

 

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

Mandatory

Description

item

 

Reference to SAP Note

 

 

 

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

Description

SolutionId

X

Solution number

SolutionDescription

(X)

Short solution description

Mandatory if Delete = ‘space’ (Solution is added)

Timestamp

X

UTC-Timestamp when the file was attached/removed to/from theincident

PersonId

X

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

 

URL that allows to display the attachment

Language

 

Language of the attachment in accordance with ISO 639

Delete

 

Deletion ID

≠ ‘space’, file was removed from the incident

 

 

 

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

Mandatory

Description

item

 

Solution

 

 

 

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

Mandatory

Description

Guid

 

ID of the attribute

ParentGuid

 

Parent ID of the attribute (if the attributes are built up

hierarchically)

AddInfoAttribute

X

Attribute Type (see chapter 6 for SAP attribute types)

AddInfoValue

 

Attribute Value

 

 

 

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

Mandatory

Description

item

 

Additional information

 

 

 

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

Mandatory

Description

UrlGuid

X

GUID to uniquely identify an URL

Url

X

URL

UrlName

(X)

Name (language independent)

Mandatory if Delete = ‘space’ (Solution is added)

UrlDescription

 

Description (language dependant)

Mandatory if Delete = ‘space’ (Solution is added)

Timestamp

X

UTC-Timestamp when the file was attached/removed to/from the incident

PersonId

X

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

 

Language of the attachment in accordance with ISO 639

Delete

 

Deletion ID

≠ ‘space’, file was removed from the incident

 

 

 

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

Mandatory

Description

item

 

URL

 

 

 

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

Description

PhoneNo

 

Phone number

PhoneNoExtension

 

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

Description

FaxNo

 

Fax number

FaxNoExtension

 

Fax number extension

 

 

 

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

Mandatory

Description

PersonId

X

ID to uniquely identify a person

PersonIdExt

 

ID of the person in the external system

Sex

 

Sex (m = male, f = female o=organization )

FirstName

X

First name

LastName

X

Last name

Telephone

 

Telephone number

MobilePhone

 

Mobile phone number

Fax

 

Fax number

Email

 

e-mail address

 

 

 

 

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

Mandatory

Description

item

 

Person

 

 

 

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

Mandatory

Description

ErrorCode

X

Error code; see Error Handling

Val1

 

Variable used to provide details of the error (see Error Handling)

Val2

 

Variable used to provide details of the error (see Error Handling)

Val3

 

Variable used to provide details of the error (see Error Handling)

Val4

 

Variable used to provide details of the error (see Error Handling)

 

 

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

Mandatory

Description

item

 

Operation error

 

 

 

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

Mandatory

Description

PersonId

X

ID to uniquely identify a person

PersonIdExt

 

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

Mandatory

Description

item

 

Person mapping

 

 

 

9 Error Handling

9.1 Error Code

ErrorCode

Description

01

missing incident GUID

02

missing requester GUID

03

missing provider GUID

04

requester GUID and provider GUID are equal

11

Incident is locked

12

Authority check failed

98

unknown error

99

internal error

 

 

9.1.1 Internal Error

Val1

Description

051

no unique internal system GUID

099

unspecified/unknown internal error

 

9.2 Error Messages

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

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 in 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 ERROR_CODEVAL1 of the ICT_ERROR type.

The elements VAL1, VAL2, VAL3, and VAL4 can be used to provide detailed information. SAP Solution Manager concatenates these 43 parameters into one text which is displayed under “Error details”.

 

 

10 Attribute Types of the SAP Solution Manager Service Desk

Attribute Type

Description

SAPComponent

SAP Component (e.g. SV-SMG-SUP)

SAPSystemID

SAP System ID

SAPSystemClient

Client of SAP System

SAPCategory

Category of the Incident

SAPSystemType

SAP System Type

SAPInstNo

SAP Installation Number

SAPSubject

Subject of the Incident

SAPOperatingSystem

Operating System of SAP System

SAPDatabase

Database of SAP System

SAPFrontend

Frontendsystem and Version

SAPSoftwareComponent

Software Component

SAPSoftwareComponentRelease

Software Component Release

SAPSoftwareComponentPatch

Software Component Patch

SAPIncidentID

ID of the Incident at SAP (when forwarded to SAP)

SAPIncidentStatus

Status of the Incident at SAP (when forwarded to SAP)

SAPUserStatus

 

User Status in format  <status ID><status profile> (e.g. E0001SMIN0001)

SAPBusinessPartnerXX

Additional Partner Number (XX = 01-10)

SAPBusinessPartnerFunctionXX

Additional Business Partner Function (XX = 1-10) to corresponding entry SAPBuisnessParnerXX

 


 

11 Enhancement Options

 

BAdIs in SAP Solution Manager

 

 

BaDI AGS_SD_OUTBOUND_FACTORY

By default, there are two ways to connect the SAP Solution Manger to an external service desk: RFC-based connection and connection via web service. Depending on the type of connection, the interface uses different outbound proxies.

 

The AGS_SD_OUTBOUND_FACTORY BAdI supports a customer-specific proxy object. With the customer- specific proxy, customers can introduce their own interface logic and have more flexibility to connect to external service desks that do not match the predefined message format described in this White Paper. The customer-specific proxy could be used as a wrapper in order to connect an otherwise incompatible external Web Service.

The proxy class to be introduced with the BAdI must inherit from the same superclass CO_PCICT_SERVICE_DESK_API and overwrite all methods with corresponding custom logic.

 

BADI_ICT_MAINTAIN_ORDER

When receiving a message via the external service desk interface, with the BADI_ICT_MAINTAIN_ORDER BAdI, you can modify the exchanged message before and after the maintenance, using function module CRM_ORDER_MAINTAIN.

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