Ticket System for SAP

Integrate your external ITSM platform with SAP*

* or supercharge your SAP Solution Manager Service Desk

Benefits

  • Automatic collection of SAP data
  • Elimination of duplicate tickets
  • Automatic support 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

Features

Automatic data collection

Enrich tickets with technical details about the SAP system, user, program etc.

Business context

All screen fields are included in order to provide data for reproducing the error.

Attachments

A screenshot and an authorization report (SU53) is added automatically to every ticket.

API integration

Integrate with any ITSM tool that support APIs like ServiceNow, HP Service Manager, JIRA Service Desk, BMC Remedy etc.

SAP Solution Manager

Enhance your Solution Manager Service Desk functionality by adding extra attachments to Support Messages.

Fiori support

The product works with Fiori apps via the standard Contact Support module of SAP Solution Manager.

360° view on the problem

37% of ticket resolution time is spent in status “Awaiting clarification”

All relevant information is added to a PDF document that is attached to the ticket created by STA Ticket System. This drastically reduces the need to contact the requester to clarify the details via phone or email.

Previously, tickets were always sent as an unstructured e-mail, usually without detailed technical information for the relevant 1st Level Support. With having STA Ticket System completely integrated in SAP, all this data is automatically provided in a structured form. This saves our helpdesk staff a lot of communication thus end users’ valuable working time.
Alexander Gamper, EGLO Leuchten GmbH
Alexander Gamper
SAP IT Manager, EGLO Leuchten GmbH

Use cases

Added value

SAP IT managers

  • Cut ticket resolution times
  • Boost your KPIs, offer better SLAs
  • Reduce total incoming ticket volume

SAP support experts

  • Technical details in all tickets
  • Less communication required
  • Screenshot added automatically
  • Authorization report attached

SAP end users

  • Create tickets from SAP GUI
  • Less manual typing
  • Get your tickets resolved faster

Case studies

Learn how EGLO have boosted their SAP support processes by integrating SAP and i-Net Helpdesk.

Scoped ServiceNow App

ITSM Connector for SAP is a certified ServiceNow App available as a free download on the ServiceNow store.

Integrations

Learn how STA Ticket System can integrate SAP and 3rd party ITSM systems.

See how it works

Make the next step

Schedule a demo

Let’s make a conference call and show you how our products work and answer all your questions.

Download a free trial

Get a free 30-day trial and test the product in your own SAP systems.

Get in touch

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

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