Integrate ServiceNow and SAP

Create ServiceNow incidents directly from SAP

Integrate ServiceNow and SAP

Learn how conveniently you can connect your SAP and ServiceNow systems using STA Ticket System.

The most significant feature of this integration is that the complete technical and business context is attached to all incidents created from SAP. This brings immense value for your support staff and helps them solve problems much faster.

This post will describe integration using both Inbound Email Actions and the REST API of ServiceNow to create incidents.

What is STA Ticket System?

It is an add-on for SAP systems that must be installed on the SAP application server. It extends the SAP GUI with a menu item that allows users to report errors directly from the screen where the error happened. It works with R/3 based SAP systems that use the SAP Netweaver platform (for example SAP ECC, SAP BW) and the latest S/4 HANA systems as well.

Benefits

  • Automatic collection of SAP data
  • Screenshot and authorization report added automatically
  • Elimination of duplicate tickets
  • Automatic assignment group determination based on SAP transaction or module
  • Search in any external Knowledge Base within SAP GUI
  • Automatic creation of incidents when Solution Manager alerts are raised

Create incidents from the SAP GUI

Your SAP end-users can report errors right from the SAP GUI so there is no need pick up the phone, write emails or to open a browser window and log into ServiceNow to create the incident manually. The process is simple:

SAP users can start STA Ticket System in the transaction where the error occurred using the System menu. After that, the main screen appears where they can enter a description of the problem and fill the ServiceNow fields. This part of the screen can be customized so you can include all your custom ServiceNow fields as well.

Press “Send” when finished to create the Incident in ServiceNow. The program will collect all relevant information regarding the SAP system, SAP user and currently running program and attach them to the generated incident in ServiceNow. It will additionally attach a screenshot, an authorization report for the current user and optionally a shortcut to the transaction where the error happened.

All this extra information provides enormous benefit to the service desk staff. There is no need to clarify every missing detail with the caller to be able to start solving the problem. This may save days of waiting for clarification for multinational companies especially if SAP support is outsourced.

Add your own ServiceNow fields

You can add your custom fields used in ServiceNow to the customer subscreen part of the main screen of STA Ticket System. Additionally you can implement any special business logic you require, like filling fields with default values etc. We provide a template that you can use right out of the box, simply copy and modify it to include your own business logic. Your own ABAP developers can do this or we can provide consulting services to implement everything you need.

Use cases

Upcoming webinars

ServiceNow integration videos

Next steps

Schedule a demo

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Download a free trial

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Get in touch

Still have questions? Do not hesitate to contact us and get them answered.

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