Neptune DXP SAP Edition meets IT Service Management – create tickets from Neptune apps

Learn how the ITSM Connector allows your end users to create incidents in external ticketing tools like ServiceNow, Jira, ManageEngine ServiceDesk Plus whenever they experience an error in a Neptune Software Application. All Neptune-related information is automatically added to the tickets, which are routed and categorized automatically.

Neptune DXP is a popular low code platform that allows easy creation of custom Fiori Apps. Last year we had a collaboration with Neptune Software to integrate the ITSM Connector with Neptune DXP – SAP Edition.

This simple integration allows easy creation of incidents in any ITSM platform (ServiceNow, Jira etc.), directly from a Neptune App

If you have additional 6 minutes and 33 seconds, watch the video at the end of the article.

How it works

Once the ITSM Connector is installed and the Neptune configuration was done, an additional menu item will be displayed in the top right corner (“Support Ticket”):

When you press that menu item, a popup window is displayed where you can enter a subject and a long description:

Additionally, custom fields may be added to this popup screen with a little Neptue development. For example, a dropdown field where the user can specify the urgency.

Users can attach files and screenshots from the clipboard on the second tab:

After the end user finished entering the problem description, the ticket can be created in your connected ITSM platform by pressing the “Submit Ticket” button. The program will show a success message with the ticket number and a hyperlink to it.

The generated incident is automatically categorized and routed to the relevant assignment team (based on the rules you define in the configuration):

The second big benefit of the ITSM Connector is that it automatically adds all relevant information about the SAP user, system etc. to the ticket. The integration with Neptune DXP allows us to save all Neptune details to the ticket as well. If you use ServiceNow for ITSM, this can be saved to ServiceNow tables:

If you use any other ITSM platform, then the same data is attached in an Excel sheet:

One of the major strenghts of Neptune DXP is the great mobile experience. Naturally this integration works on mobile devices too:

An additional nice feature is the option to use a Rich Text Editor on the popup screen, which allows easy formatting of the text, adding inline images etc.:

If your ITSM platform supports RTF text in the description field, then ticket descriptions can be like this:

Installation

The installation is super easy. After installing the ITSM Connector as usual, an additional transport file must be imported into SAP. On the Neptune side, a server exit class has to be specified (delivered within the transport):

Conclusion

The ITSM Connecor works perfectly with apps built using Neptune DXP – SAP Edition and allows your users to create tickets that are routed and categorized automatically and contain all information required to start working on the ticket.

Video

You can watch how this works with some additional information and explanation: