Integrate Your Help Desk and SAP to Create Incidents Directly from SAP
Key Takeaways
⇨ The ITSM Connector for SAP Applications allows users to create detailed incident reports directly from SAP, streamlining the error reporting process and reducing support resolution times.
⇨ The integration automatically attaches comprehensive technical and business context to incidents, eliminating the need for additional clarifications and speeding up problem-solving.
⇨ Customizable fields, automatic ticket routing, and knowledge base integration enhance support efficiency and reduce redundant tickets, leading to significant SAP maintenance cost savings.
The most significant feature of this Help Desk integration is that the complete technical and business context is attached automatically to all incidents created from SAP. This reduces the time it takes for a business user to collect necessary information about SAP issues and brings immense value for your support staff and helps them solve problems much faster.
What is ITSM Connector for SAP Applications?
It is an add-on for SAP systems that is installed on the SAP application server. It extends the SAP GUI with a menu item that allows users to report errors directly from the screen where the error happened. It works with R/3 based SAP systems that use the SAP NetWeaver platform (for example SAP ECC, Fiori, SAP BW) and the latest S/4 HANA systems as well.
Create incidents from SAP dialogues
Your SAP end-users can report errors right from the SAP dialogues so there is no need pick up the phone, write emails or to open a browser window and log into the Helpdesk system to create the incident manually. The process is simple with our new Add-on feature.
SAP users can start the ITSM Connector in the transaction where the error occurred using the System menu. After that, the main screen appears where they can enter a description of the problem and classify the problem. Thereafter the program will collect all relevant information regarding the SAP system, SAP user and currently running program and attach the information to the generated incident in the Ticket System or send an automated email to your Help Desk. It will additionally attach a screenshot, an authorization report for the current user and optionally a shortcut to the transaction where the error happened.
Premium
