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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
• [email protected]• +36 20 251 7788• Skype: tamas.holics• LinkedIn profile: https://hu.linkedin.com/in/tamasholics