SAP Support Backbone Integration
- Create SAP Cases from ServiceNow incidents
- Bidirectional synchronization
- Automatic loading of master data
The App helps you to prepare the creation of an SAP Case by prefilling mandatory fields automatically. It can also display predicted Component and Solution Recommendations provided by the AI of the SAP Support Backbone.
Based on configurable conditions, the “Prepare SAP Case” button is available
Some (or all) of the SAP Case data will be filled automatically
Convenient search for Landscape Objects
Convenient search for SAP Component
Components recommended by SAP AI based on system data and description
Ready to create an SAP Case
SAP provides Solution Recommendations using the same AI which powers the SAP for Me portal. Check out relevant SAP Notes in ServiceNow before creating an SAP Case.
Solutions recommended by SAP AI
Open recommended SAP Notes with a click
Simply press the “Create SAP Case” button and the App will create it and optionally upload all existing attachments as well. Case properties are updated in the SAP Case Details tab (Case number, status etc.).
The SAP Case can be displayed with a single click using a button next to the SAP Case Number.
SAP Case created
SAP Case displayed in SAP for Me
All changes on either side of the integration will be automatically synchornized with the other side (comments and attachments).
Comment added in ServiceNow
ServiceNow comment displayed in SAP for Me
Comment added in SAP for Me
SAP for Me comment displayed in ServiceNow
Attachment added in ServiceNow
ServiceNow attachment displayed in SAP for Me
Closing SAP Case in ServiceNow
SAP Case closed in SAP for Me
Our ServiceNow App contains an SAP Case Analytics Dashboard, showing the number of incidents with a corresponding SAP Case with different breakdowns. Check out how much time was spent in each SAP Case status (Sent to SAP, Customer Action, In processing by SAP etc.), number of SAP Cases per priority and status and more.
We also provide an Integration Health Dashboard where you can get an overview of the integration errors, workload, response times etc.
SAP Case Analytics Dashboard
Integration Health Dashboard
Combined with our ITSM Connector for SAP, incidents created from SAP GUI or Fiori will always have the exact component and system data captured.
All attachments generated by the ITSM Connector will be transferred to SAP, providing all information that is needed. This reduces communication between the customer and SAP significantly, resulting in faster SAP Case resolution time and less SLA breaches.
Create ServiceNow incident from SAP GUI
ServiceNow incident containing all information for SAP Case creation
Create ServiceNow incident from SAP Fiori
All system, user, transaction/Fiori App details attached by the ITSM Connector
SAP Support Backbone Integration is a certified ServiceNow App available on the ServiceNow store.
SAP Support Backbone Integration for ServiceNow – Live Demo
Upcoming webinar at 10:00 CET, May 13, 2025
Join us for an exclusive Zoom Webinar where we’ll showcase a live demo of the groundbreaking SAP Support Backbone Integration App. In this interactive session, you’ll discover how this ServiceNow-certified solution transforms SAP support by automating SAP Case creation, synchronizing data in real time, and leveraging AI to provide relevant Knowledge Base articles.