Ticket System for SAP

  • 28% faster SAP incident resolution time
  • 12% less incidents with SLA breach

Overview

  • This is an ABAP add-on for SAP systems
  • This allows SAP users to create tickets in your existing ITSM platrform directly from the SAP UI
  • If you use SAP Solution Manager ITSM then this add-on can enhance its functionalities

Pain points of SAP support

Cumbersome ticket creation

Reporting an SAP error via email, phone or a service portal may take long time

All details must manually be typed in

End users have to enter all relevant information manually to the description of the ticket

Poor quality of tickets

SAP users often submit incomplete or incorrect error reports

Wasted time and money

The problem may not be reproducible without all technical details so it is impossible to work in the solution

Manual categorization and routing

Service desk teams have to manually set all incident fields and assign the incident to the relevant support group

Lot of manual work

Often tickets are passed between support groups multiple times until the responsible team is correctly set

Many duplicate incidents

Some errors may affect hundreds of SAP users

Difficulty of managing duplicates

Each incident must be reviewed by the service desk teams manually and determine if it is a duplicate of an existing one or not

Many false incidents

Novice SAP users often submit tickets that are user mistakes and not program errors

Too many incidents flood the service desk

The first level support still needs to handle the incidents

Underutilized Knowledge Base

No matter how great your Knowledge Base is if your SAP users won't use it

Waste of effort and more incidents

Even if you spent a lot of money and effort on building a Knowledge Base, that won't reduce the number of incidents if not used effectively

Solutions provided

Create tickets from the SAP UI

SAP users can create tickets with a few clicks from the screen where they encounter an error

Quick and simple ticket creation

The add-on allows users to create tickets from SAP UI (including classic SAP GUI, Fiori, CRM WebUI, WebGUI, Business Client and Enterprise Portal)

Automatic data collection

All relevant SAP details are attached to every incident along with screenshots, authorization reports, job logs etc.

Faster ticket resolution time

A complete information package is added to every ticket so the service desk teams can immediately start working on a solution

Automated categorization and routing

The support group or any other ticket field can be set to fixed constants or values based on the SAP system, module or transaction code

All ticket fields set correctly

All ticket fields can be populated automatically based on rules and the ticket is always assigned to the relevant support group

Effective duplicate management

The program notifies the SAP user about similar recently submitted tickets

Automatic Parent - Child relationship

Duplicate incidents can be linked with a Parent - Child relationship so closing them at once is much easier

Key user concept

You may only let your experienced SAP users create tickets in your ITSM tools

Lett incidents send to the service desk

Novice SAP users may only send error reports to your experienced SAP users who can act as the first level support

Integrated Knowledge Base search

Display relevant Knowledge Base articles in SAP GUI

Less incidents sent to the service desk

SAP end users can resolve their problems on their own if they find relevant Knowledge Base articles

SIMPLE AND EFFECTIVE

Create tickets from SAP GUI and have all incident fields populated automatically based on rules you define. All SAP details are added to the incidents as attachments. Works with any ITSM platform on the market.

Create an incident from SAP

The incident generated in ServiceNow

Testimonials

"By integrating SAP and ServiceNow, we were able to reduce turn-around time from days to hours, increase output by 100%, and allow the business to continue expanding globally while reducing our SAP support group and footprint proportionally."
John Mark Kennedy - MCC LABEL
Director, IT Governance, Risk, & Compliance
"The ITSM Connector for SAP allows us to receive a lot of details about SAP incidents. Having these in ServiceNow tables is a big benefit when it comes to reporting etc... Everything is working as expected and easy to handle!"
Alexander Müller-Dieckert - ACO Severin Ahlmann GmbH & Co KG
Deputy Head of IT Service Management
"The STA team have been a pleasure to deal with, very responsive and I couldn’t recommend them highly enough."
Sean Holland - EMC CORPORATION
Principal Application Developer
"This seamless integration also reduced our training needs, cut down on email traffic, and made it easier for our SAP team to collect data for their change management process."
John Mark Kennedy - MCC LABEL
Director, IT Governance, Risk, & Compliance

Try it

Get access to our demo systems or install the product on your SAP system.

Integrations

STA Ticket System for SAP can integrate with most ITSM platforms on the market right out of the box. If yours if not on the list, we’d love to develop that interface too.

ITSM Connector for SAP

ITSM Connector for SAP is a certified ServiceNow App available on the ServiceNow store. It allows you to display any SAP details on ticket forms and analyze your SAP incident flow using a preconfigured dashboard.

All SAP details saved in ServiceNow

SAP incident dashboard in ServiceNow

Try it

Get access to our demo systems or install the product on your SAP system.

FREE WEBINAR: 
Integration of SAP and ServiceNow ITSM

Learn how you can cut SAP incident resolution times

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