The automation of service requests for SAP R/3 users allows for the direct creation of support requests from a SAP R/3 system. These requests automatically contain all important parameters and information on the user, the type of SAP system employed and some SAP-specific data such as, for example, transaction thus enabling a more efficient processing of requests.
 
The automation is implemented as a customer enhancement, that is, without modifications to the SAP systems that are to be integrated. Depending on the Basis release, the implementation is either carried out in the form of User Exits (Basis release 4.x) or in the form of Business Add-Ins (Basis release 6.x).
 
All objects and customizing settings in the SAP systems are provided by REALTECH in the form of SAP transports. This allows for a fast and effortless implementation.

SAP users can open a request in theGuard! ServiceCenter from any transaction by selecting the menu items "Help" and then "Feedback" (release 4.6) or "Create Support Message" (as of release 4.7) in the SAP GUI. The name and user data are automatically included and a descriptive text can be added to facilitate problem assessment.
Depending on its category, the request is then assigned to the respective team of experts in charge of processing SAP requests.
 
The support employee is automatically provided with SAP-specific information such as, for example, client, system ID, SAP user name or transaction. This information serves as the basis for a support request.
 
The screenshot below is an example that shows which data can be directly transferred from the SAP application to the ServiceCenter.

The new request is assigned to the responsible staff members. The support employee or the support team is provided with all important information on the affected SAP system which allows for faster processing of the request.
 
theGuard! ServiceCenter offers the support staff a wide range of possibilities to respond to specific requests. This includes the possibility to make references to knowledge base entries directly within the request or to attach files or links in order to provide users with solutions or patches.