STA Ticket SystemConnect your existing ITSM systems with SAP

The problem

• A lot of time is wasted in SAP testing and maintenance processes due to incomplete or incorrect error reports from users and testers• Support people (analysts, developers) usually have to ask for more information

about the error• Solving the problem is blocked until every information is available• Reasons

• Missing basic information• Incorrect information entered• No technical information • Missing attachments• Many different ITSM tools

Examples

• Missing basic information• Users forget to enter critical data into the error reports, for example which system is affected, which

transaction was running, which Sales Order has the incorrect data etc.

• Incorrect information entered• Users mistype information, for example enter a wrong material number etc.

• No technical information• Users can’t add technical data, for example they don’t know how to get the program and screen number of the

current transaction.

• Missing attachments• Users forget to add a screenshot, short dump or an authorization report that will be required by the support

staff anyway.

• Many different ITSM tools• Users have to open new browser windows to launch the ITSM tool to report the error, some organizations have

more than five ITSM tools implemented.

The solution – STA Ticket System

• Errors can be reported directly from the SAP UI (Enterprise Portal is supported)• The program automatically creates an incident/bug/defect in the existing

ITSM system(s) of the company• Automatically attaches all technical information (system, program, user

and authorization data)• Users can add the business context using a few clicks (screen field values

of the current program)• The program attaches a screenshot, short dump and authorization report

automatically (when applicable)

Step #1 – Report an error

Users can report an incident right from the screen where the error happened

Step #2 – The main screen

The lower half of the screen is a customer subscreen - you can easily add your own fields to be transferred to your ITSM system. Users can attach any number of files here.

Step #3 – Add business context

Users can add screen field contents to the ticket. No manual typing means no typos.

Step #4 – The result (ServiceNow example)

When the user presses “Complete”, the program automatically creates an incident in your ITSM system. All fields are set as defined on the SAP screen. Notice the attachments added automatically (screenshot and PDF).

The generated PDF

• A PDF attachment is created and added to every ticket• This PDF contains all information about the problem• The PDF is based on SmartForms so customers can make changes to it

very easily

Incident_INC0010066_ECC_20151202.pdf

Click the icon to open the PDF.

Additional attachments

Whenever applicable, a screenshot, SU53 authorization report and a short dump is attached to the ticket automatically.

SAP Enterprise Portal support

The product can be launched from the top of the portal or from the System menu of Transaction iViews

Integration with SAP Solution Manager Service Desk

Tight integration with SolMan allows automatic addition of relevant information to every Support Message.

See it in action – Integration with ServiceNow

Benefits

• Reduce non-value added communication resulting from incomplete or incorrect bug reports• Speed up debugging and maintenance tasks by providing additional information

to developers• Boost job satisfaction of the support staff by reducing unnecessary

communication and possibly unneeded debugging• Reduce the time needed to create an error report by integrating the already

existing third party bug tracking systems and create incidents/tickets/bugs automatically from SAP• As a result of all above, save SAP IT costs by reducing time to resolve dramatically

Implementation – takes one day

• The product is shipped using standard SAP transport files• First the core application is installed• The connector between the SAP system and the existing ITSM tool is installed

• We have many connectors for leading ITSM tools (ServiceNow, ManageEngine, Zendesk, HP ServiceAnywhere, Salesforce Desk, Microsoft SC-SM etc..).

• We can create a new connector for the customer prior to delivering the product

• Optionally custom fields of the ITSM solution can be added to the connector by copying and modifying the one delivered• Basic configuration is done

Reference customer – EGLO Leuchten GmbH

• Manufacturer of lighting products based in Pill, Austria.• Implementation in one day by EGLO employees, no onsite presence

required.• Interface between EGLO’s existing ITSM tool (i-net HelpDesk) delivered

by STA Consulting.• Testimonial (Alexander Gamper, SAP Team Lead at EGLO)

“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.”

Licensing models

• Two models are available• SaaS – yearly subscription based

• Maintenance is included in the price.• Perpetual – one-off fixed price

• Maintenance can be bought separately for 20% of the total license fee per year.

• Pricing is based on the number of users• All SAP Application Users are counted in all systems in which it is installed on (one

named user is counted only once).

Further information

• Product page• http://sta-technologies.com/products/ticket-system/

• Youtube channel• https://www.youtube.com/c/StatechnologiesKft

• Direct contact• Tamás Holics, Head of Development

• Tamas.holics@sta-technologies.com• +36 20 251 7788• Skype: tamas.holics• LinkedIn profile: https://hu.linkedin.com/in/tamasholics