Create ServiceNow Tickets from SAP GUI to Improve Your SAP Support Process

Let your SAP users create tickets in ServiceNow directly from SAP GUI using the ITSM Connector. Tickets are automatically categorized and routed based on SAP transaction, module etc. and contain all relevant information (SAP transaction, user, system details, authorization report).

So far, all my posts were about how you can improve the troubleshooting process of Fiori Apps. However, a lot of SAP customers still don’t use Fiori Apps, or only use it for a few purposes (HR for example, like managing time sheets and leave requests etc.).

Let’s see how the support of transactions running in SAP GUI can be enhanced using a simple but super effective tool.

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what is this?

This example shows integration with ServiceNow, but the solution works with all ticketing tools on the market.

A classic error in a classic UI

Let’s start transaction FB50 as an example and try to post a G/L account document. A classic issue is that the current posting period is closed, so we get an error message:

Naturally we want to report this error to the service desk to get a resolution as soon as possible.

Get help with two clicks

There is no need to pick up the phone, write an email to a specific email address or open a browser and go to a self service portal, where you have to enter a lot of information manually. Simply press the “Create Support Message” menu item in the “Help” menu, or double-click on the SAP logo.

This starts the ITSM Connector for SAP add-on, which immediately asks for a confirmation to take a screenshot of the current SAP GUI window:

After taking the screenshot, the main window appears, where you can enter a subject and a long description, and you have fields related to your connected ITSM platform at the bottom. In this demo template, we have the Urgency and the Assignment Group:

When you press the “Send” button, the ITSM Connector creates an incident in your ticketing platform and uploads multiple attachments.

Benefits

There are two major benefits of this solution. The first is the automatic categorization and routing of the incident.

You can bypass the service desk and assign the ticket to the relevant support team based on the current transaction code, module or any other criteria.

The Configuration Item and affected user are populated automatically, you can have a new Channel (“Sent from SAP”), there are no limits of this automation.

The second benefit, which is probably the biggest selling point of the solution is the automated data collection. The program attaches all details of the SAP system, user, transaction etc. along with an authorization report (SU53), the business context (screen contents) and the screenshot(s) the user allows the program to take.

There is no need to get in touch with the affected end user multiple times to get all missing information, what may take hours or even many days if the end user and the support technician are in different time zones.

Customization

Most companies who use the ITSM Connector ask us to customize the bottom part of the screen. It is possible to hide the fields of the default template (Urgency and Support Group) or add extra fields, add any custom business logic.

For example, if there is a dedicated Service Catalog Item in ServiceNow used for requesting SAP authorizations, the ITSM Connector can create a Service Request based on the type of user request. If the user has an issue, then an incident is created. If the user has a question, then an RFI is created in ServiceNow.

Two decades earlier….

SAP has introduced the Netweaver platform in 2004, using SAP basis 7.00. The ITSM Connector is compatible with that, as it only requires component SAP_BASIS 7.00 or later. As you can see it can even be installed on a personal MiniSAP system. Additional good news: there is nothing to install on the client side and all SAP GUI versions and themes are supported.

Today

The ITSM Connector is compatible with the latest S/4HANA 2021 FPS01 release too (basis 7.56), both on-prem and S/4HANA Cloud, private edition. Naturally, it is certified by SAP:

Test drive

Do you like the solution? Now you can test it in your own SAP environment for free. We help you to install the product on a sandbox system and configure it for you. Once it is ready, you can evaluate it for 30 days. All you need for this is about one hour of your SAP basis time.

Sign up for the free trial here: https://sta-technologies.com/free-trial/