Integration of SAP and Jira

So far most of my posts were about how our ITSM Connector can integrate SAP and ServiceNow systems. However, the product supports many other ITSM platforms out of the box. Today I'll show you how you can create Jira tickets directly from SAP.

Use cases

Many companies use Jira for managing developments and also test results. For example, defects found in the quality system of an SAP landscape are logged and processed in Jira.

Additionally, Jira has a version designed for IT service management: Jira Service Desk. Companies use it to log the incidents reported from production SAP systems.

ITSM Connector - ticket creation from SAP GUI

Our certified SAP add-on allows SAP users to create Jira tickets directly from SAP. Whenever an SAP user runs into a problem, a ticket can be created with a few clicks from SAP GUI. Here is an example of the user getting an error message and creating a ticket using the Help menu:

When the user clicks the "Create Support Message" menu item, the ITSM Connector is started, and it asks for a confirmation to take a screenshot:

If the user allows it, the screenshot will be attached to the Jira ticket. After this, the main screen is displayed. The user can enter the subject and a long description. The default template for Jira also contains the Priority field, but the bottom part of the screen can be customized:

After entering the text, the ticket creation can be started by pressing the Send button. After a second, a success message is displayed, including the ticket number. Users can also open the ticket with a single click.

The generated ticket

As you can see, all properties of the ticket are set perfectly and automatically, based on the rules and configuration you maintain in SAP:

The Reporter is set to the SAP end user (mapping can be based on username or email address), labels can be added, the Jira project and ticket type can be specified in the configuration.

Automated data collection

As you can see, there are multiple attachments added to the ticket by the ITSM Connector automatically. Naturally we have the screenshot, but we also have a PDF file with a lot of crucial information about the current SAP transaction, SAP system, user, last error message etc.

Here you can download the PDF file so you can check the whole document: LINK

The program also attaches the business context of the problem in the form of an Excel sheet. Here you can find all the screen field contents along with technical details:

Having this information immediately in an automated way greatly reduces the effort to create a ticket and significantly reduces the average ticket resolution time, because the required communication with the end users is substantially reduced. The support teams have all the data required to reproduce the problem and start working on a solution.

The program also attaches the standard SAP authorization report (output of transaction SU53). I'll show that in the next example, where it actually provides the solution for the problem.

ITSM Connector - ticket creation from Fiori Apps

Naturally the same thing works from Fiori as well. There is a dedicated button to start the ticket creation:

The main screen is similar to the SAP GUI version:

When the user presses the Send button, the same backend component creates the ticket as in SAP GUI and a success message is displayed:

Again, the ticket is categorized automatically and we have all the attachments again:

Now we have Fiori details in the generated PDF file:

So now let's check out the SU53 authorization report. We can see that there were failed authorization checks for the user, which seem to be related to the issue:

The ITSM Connector also generates an Excel sheet, where we can find the same problem, so indeed this seems to be an authorization issue:

Here you can download the full Excel file: LINK

If you create a ticket from Fiori, there are additional attachments, like the console entries from the browser:

Conclusion

Our ITSM Connector can help you to simplify and speed up your SAP incident management process as well as testing and defect management by integrating your SAP and Jira systems.

Free trial

If you'd like to test this solution, please sign up here for a free trial: LINK

Installation takes a few hours including basic configuration, and you can test the solution for 30 days.

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