Incident Management
for SAP

Simplify SAP Ticket Creation, Enable Rapid Support

Incident Management for SAP made easy

With our Incident Management for SAP module, you always provide optimal support in complex SAP landscapes. Thanks to automatically captured runtime information and integrated checks for duplicates, supporters can process and resolve incidents much faster. End users benefit from simplified ticket creation directly from the SAP user interface.

Incident Management for SAP is an add-on module for REALTECH Service Management.

ITSM-Tool REALTECH Service Management

Easy Ticketing

Auto-Populate

Less callbacks

Rapid Support

Easy Ticketing

End users can open tickets directly from the SAP interface – there is no need to switch to the service desk.

Auto-Populate

Tickets are created with just a few clicks and automatically populated with screenshots as well as user and system details.

Fewer callbacks

All relevant information is included in the ticket. The service desk employee can start working on the issue immediately.

Rapid Support

Thanks to the additional background information, SAP incidents can be resolved much faster without lengthy downtime.

Would you like to optimize support for your SAP users? Please, get in touch!

Integration in SAP

It is no longer necessary to switch to the service desk to report SAP incidents. The integration into the SAP user interface enables end users to create tickets with just a few clicks.
A connected knowledge base allows users to find a solution on their own.

Automated Data Collection

With Incident Management for SAP, all relevant runtime information is automatically included in the ticket (SAP system, user and program details). The supporter receives them together with a screenshot, authorization report and job log.

Check for Duplicates

Incident Management for SAP detects any duplicate or similar support requests. SAP end users have the option of joining existing requests, which significantly reduces the number of redundant inquiries.

Solution Manager Connectivity

Link REALTECH Service Management directly to SAP Solution Manager. This will automatically notify your service desk staff of any Solution Manager alerts.

Screenshots
Create tickets easily in SAP and automatically enrich them with screenshots as well as user and system details.
With REALTECH, you automatically detect duplicate or similar support requests. This saves time and costs.
Service desk supporters receive all the information they need to start processing directly.
Supporters benefit from automatically attached SAP logs and reports.
SAP end users have the option to attach a screenshot of the faulty application.
Thanks to the graphical relationship overview, you can easily detect all potentially affected components and processes.
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