SAP Integration


SAP makes enterprise software to manage business operations and customer relations. CSM integrates with SAP so that SAP customer data can be shared with and used within CSM (ex: Populates a Customer Record).

How the Integration Works

Shared external data is either imported or linked. Imported data is accessed using a created External Connection; however:

  • When importing external data into CSM, import it into the Cherwell database. From that point forward, the records can diverge, although data can be re-imported (entirely replacing existing data or appending/updating changed data) if desired. Re-imports can be run manually or they can be regularly scheduled using the CSM Scheduler. A Business Object keeps track of the external data and facilitates viewing/updating that data in CSM.
  • When linking to external data, view (and sometimes update) the external data in CSM but it continues to reside in the external database. A special External Business Object keeps track of the external data and facilitates viewing/updating that data in CSM keeps track of the external data and facilitates viewing/updating that data in CSM.

Typically, SAP Customer data is imported into the Customer-Internal Business Object. CSM provides several wizards to walk Users through the steps to create the External Connection, create the External Business Object, and import the external data.

SAP utilizes a normalized Object Linking and Embedding (OLE) database (data is spread across many tables). Before CSM can share data in a normalized external database, create one or more database Views to collect, combine, and filter the shared (imported) information. Create the Views in the SAP database or in the CSM database. If creating Views in the CSM database, a Linked Server might need be created.


When sharing data with SAP, Users will most likely want to:

  • Create a View of the SAP Customer data.
  • Create an External Connection (OLEServer) to the SAP data.
  • Import the SAP Customer View into the CSM Customer-Internal Business Object (after mapping he Customer-Internal Business Object to the View).

Steps to Integrate

Perform the following high-level steps to import SAP data. For detailed step-by-step instructions, refer to the Create an External Connection to an External Database section in our online help.

Most steps are performed in CSM Administrator, within a Blueprint.

  1. Create a Customer Information/Profile View of the SAP data to which to connect.

    You can create the Views in the SAP database or in the CSM database. (If choosing to create Views in a CSM database, an onsite DBA might need to create a Linked Server in SQL.)

  2. Create a Blueprint.
  3. Create an External Connection to the SAP data. Data is either in the external SAP database or in the database Views, which are accessed through a Linked Server. Accessing a Linked server depends on the configuration of your CSM.

    Use the External Connection Wizard (CSM Administrator>Blueprint>Tools>External Connections) to create an External Connection. Typically:

    • Data Source: Select OLE DB Server.
    • Database Location, Name, and Login Options for the SAP database: Ask a DBA.
    • Database Owner or Schema: Auto-populated by your database selection.
    • Pooling Options: Keep defaults.

    The new connection is shown in the External Connections window.

  4. Map each CSM Business Object to the appropriate SAP View:

    Use the External Data Wizard (CSM Administrator>Blueprint>[Business Object]>Map to external Data) to map the data. Typically:

    • Import vs. Linked: Click Import Data.
    • Data Source: Select the External Connection just created.
    • External Table to Map: Select the View in the external database.
    • Fields to Map: Map each individual field from the View to a field in the Business Object.
    • Unique Key: Varies (uses the field mapped to the Unique ID value).
    • Timestamp Fields: None.
  5. Import the OLE DB View into the appropriate CSM Business Object.

    Use the External Data Import Wizard (CSM Administrator>Database>Import External Data) to import the data. Typically:

    • Select Business Object: Select the Customer-Internal Business Object .
    • Existing Records: Select Update Existing Records.
    • Choose Filter: Select All Records (typically, data in a View is already filtered).
  6. (Optional) If you have additional mapped data, you might want to edit the Business Object Forms and Grids to the display the additional information.

    Use the Form Editor to contain controls that show (and allow editing) of the values in the fields, and the Grid Editor to define how the Business Object is displayed.

  7. Publish the Blueprint.