ITSM Connector
for SAP Applications

Maximize Production system uptime and accelerate delivery of applications and updates

Create support tickets in your legacy ITSM systems directly from the SAP GUI.

Simplify ticket creation and incident management. Faster issue resolution.

Ticket creation and incident management are cumbersome and time consuming, whatever the size of your organization. Mismatched duplicate incidents, the reporting of false errors, poor quality of tickets and unnecessary manual work impede efforts to reduce issue resolution time and deliver SAP applications at the speed of business.

ITSM Connector for SAP Applications is a certified SAP add-on that integrates with popular ITSM solutions, including ServiceNow, Jira, ZenDesk and Micro Focus. With ITSM Connector, tickets are automatically populated with data from SAP systems where an issue is encountered. This allows developers to start immediately on a remedy, reducing interruptions to business. The result: 28% faster incident resolution times, 12% fewer incidents with Service Level Agreement breach, improved Production system stability, and reduced SAP support costs.

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ITSM Connector:
The How!

Create tickets from the SAP GUI

SAP users can create tickets with a few clicks from the screen where they encounter an error

Automatic data collection

All relevant SAP details are attached to every incident, along with screenshots, authorization reports, job logs etc.

Automated categorization and routing

The support group or any other ticket field can be set to fixed constants or values based on the SAP system, module or transaction code

Easy management of duplicate incidents

The program notifies the SAP user about similar recently submitted tickets

Key user concept

You may only let your experienced SAP users create tickets in your ITSM tools

Integrated Knowledge Base search

Display relevant Knowledge Base articles in SAP GUI

Rapid issue discovery to resolution

“Shifting left” empowers developers and delivery teams to discover the potential for issues as early as possible in the development lifecycle. Automatically capturing the essential diagnostic information needed to fix errors enables developers to understand, reproduce and resolve problems quickly and easily. By combining this with Rev-Trac’s automated change management and deployment capabilities, organizations can reduce Production downtime, unlocking the full potential of their SAP systems.

Enable advanced DevOps through an integration toolchain

Large organizations often use multiple task, project and issue management systems, such as Jira for projects and ServiceNow for support. A Rev-Trac – ITSM Connector integration allows users to choose an appropriate system for ticket creation. Change requests (like bugs or feature enhancements) are requested from Production, QA or Dev, and create tickets in Jira, ServiceNow or directly in Rev-Trac, Solution Manager and other ticketing tools.

Test failure rejection diagnosis

When working in large SAP organisations and using methodologies like agile, developers are often working on different requirements during the same sprint. As a sprint is promoted to QA, defects can be discovered. Developers are unlikely to review the defect until the following sprint. By then developers might have forgotten how or why they were working on a particular issue. So, getting to the bottom of the defect can take time.

Get in touch with us today!

Are you ready to create tickets in your legacy system directly from the SAP GUI? Learn how the ITSM Connector for SAP solutions can relieve your support ticket management woes and speed up resolution times.