--- title: "Automated SAP Incident Reporting: Enhancing the SAP User Experience" description: Typically, user support is a frustration. Reporting incidents is often more complex than envisaged. image: https://www.legupsoftware.com/hubfs/Automated%20SAP%20Incident%20Reporting_Enhancing%20the%20SAP%20User%20Experience..jpg --- [![logo](https://www.legupsoftware.com/hs-fs/hubfs/Website,%20Dec%202022/Assets/logo.png?width=300&height=61&name=logo.png "logo")](https://www.legupsoftware.com) - [Home](https://www.legupsoftware.com) - [Solutions](https://www.legupsoftware.com/solutions) - [For SAP Adminstrators](https://www.legupsoftware.com/expert_insights/solutions#administrators2) - [For SAP Basis Teams](https://www.legupsoftware.com/expert_insights/solutions#basis-teams2) - [For SAP Developers](https://www.legupsoftware.com/expert_insights/solutions#developers2) - [For SAP Support Teams](https://www.legupsoftware.com/expert_insights/solutions#support-teams2) - [For SAP Security Teams](https://www.legupsoftware.com/expert_insights/solutions#security-teams2) - Products - [SAP Incident Ticketing](https://www.legupsoftware.com/product-itsm-connector) - [SAP System Copy](https://www.legupsoftware.com/product-libelle-systemcopy) - [Data Anonymisation](https://www.legupsoftware.com/product-libelle-datamasking) - [iDoc Management and Monitoring](https://www.legupsoftware.com/product-libelle-edimon) - [SAP Security Vulnerability Analysis and Monitoring](https://www.legupsoftware.com/product-smartersec) - [SAP License Management and Optimisation](https://www.legupsoftware.com/product-samq) - [SAP User Role and Authorisation Management](https://www.legupsoftware.com/product-soterion) - [About](https://www.legupsoftware.com/about) - [Events](https://www.legupsoftware.com/events) - [Expert Insights](https://www.legupsoftware.com/expert_insights) - [Resource Library](https://www.legupsoftware.com/resources) - [Partners](https://www.legupsoftware.com/partners) - [Contact](https://www.legupsoftware.com/contact) [Get in touch](https://www.legupsoftware.com/contact) [![logo](https://www.legupsoftware.com/hs-fs/hubfs/Website,%20Dec%202022/Assets/logo.png?width=300&height=61&name=logo.png "logo")](https://www.legupsoftware.com) [Get in touch](https://www.legupsoftware.com/contact) [![logo](https://www.legupsoftware.com/hs-fs/hubfs/Website,%20Dec%202022/Assets/logo.png?width=300&height=61&name=logo.png "logo")](https://www.legupsoftware.com) - [Home](https://www.legupsoftware.com) - [Solutions](https://www.legupsoftware.com/solutions) - [For SAP Adminstrators](https://www.legupsoftware.com/expert_insights/solutions#administrators2) - [For SAP Basis Teams](https://www.legupsoftware.com/expert_insights/solutions#basis-teams2) - [For SAP Developers](https://www.legupsoftware.com/expert_insights/solutions#developers2) - [For SAP Support Teams](https://www.legupsoftware.com/expert_insights/solutions#support-teams2) - [For SAP Security Teams](https://www.legupsoftware.com/expert_insights/solutions#security-teams2) - Products - [SAP Incident Ticketing](https://www.legupsoftware.com/product-itsm-connector) - [SAP System Copy](https://www.legupsoftware.com/product-libelle-systemcopy) - [Data Anonymisation](https://www.legupsoftware.com/product-libelle-datamasking) - [iDoc Management and Monitoring](https://www.legupsoftware.com/product-libelle-edimon) - [SAP Security Vulnerability Analysis and Monitoring](https://www.legupsoftware.com/product-smartersec) - [SAP License Management and Optimisation](https://www.legupsoftware.com/product-samq) - [SAP User Role and Authorisation Management](https://www.legupsoftware.com/product-soterion) - [About](https://www.legupsoftware.com/about) - [Events](https://www.legupsoftware.com/events) - [Expert Insights](https://www.legupsoftware.com/expert_insights) - [Resource Library](https://www.legupsoftware.com/resources) - [Partners](https://www.legupsoftware.com/partners) - [Contact](https://www.legupsoftware.com/contact) [Get in touch](https://www.legupsoftware.com/contact) [![logo](https://www.legupsoftware.com/hs-fs/hubfs/Website,%20Dec%202022/Assets/logo.png?width=300&height=61&name=logo.png "logo")](https://www.legupsoftware.com) [Get in touch](https://www.legupsoftware.com/contact) - [Home](https://www.legupsoftware.com) - [Solutions](https://www.legupsoftware.com/solutions) - [For SAP Adminstrators](https://www.legupsoftware.com/expert_insights/solutions#administrators2) - [For SAP Basis Teams](https://www.legupsoftware.com/expert_insights/solutions#basis-teams2) - [For SAP Developers](https://www.legupsoftware.com/expert_insights/solutions#developers2) - [For SAP Support Teams](https://www.legupsoftware.com/expert_insights/solutions#support-teams2) - [For SAP Security Teams](https://www.legupsoftware.com/expert_insights/solutions#security-teams2) - Products - [SAP Incident Ticketing](https://www.legupsoftware.com/product-itsm-connector) - [SAP System Copy](https://www.legupsoftware.com/product-libelle-systemcopy) - [Data Anonymisation](https://www.legupsoftware.com/product-libelle-datamasking) - [iDoc Management and Monitoring](https://www.legupsoftware.com/product-libelle-edimon) - [SAP Security Vulnerability Analysis and Monitoring](https://www.legupsoftware.com/product-smartersec) - [SAP License Management and Optimisation](https://www.legupsoftware.com/product-samq) - [SAP User Role and Authorisation Management](https://www.legupsoftware.com/product-soterion) - [About](https://www.legupsoftware.com/about) - [Events](https://www.legupsoftware.com/events) - [Expert Insights](https://www.legupsoftware.com/expert_insights) - [Resource Library](https://www.legupsoftware.com/resources) - [Partners](https://www.legupsoftware.com/partners) - [Contact](https://www.legupsoftware.com/contact) [Get in touch](https://www.legupsoftware.com/contact) [Automation](https://www.legupsoftware.com/expert_insights/tag/automation) [User Experience](https://www.legupsoftware.com/expert_insights/tag/user-experience) [ITSM](https://www.legupsoftware.com/expert_insights/tag/itsm) # Automated SAP Incident Reporting: Enhancing the SAP User Experience By [Rick Porter](https://www.legupsoftware.com/expert_insights/author/rick-porter) June 19, 2023 1 Minute Read ## Improving user experience has been an objective for SAP teams for quite some time. For a while, SI’s were doing quite well designing suites of user-friendly SAP UI’s to deliver a better experience. SAP has gone on to develop Fiori to enhance user experience further, too. However, a user’s experience is more than the UI. It extends to process design, responsiveness, intuitiveness, personalisation, and user support. Typically, user support is a frustration. Reporting incidents is often more complex than envisaged. It can be difficult for a user to understand what is going on and why they cannot do what they need to do. This makes accurate incident reporting a challenge. ## SAP incident reporting Reporting SAP incidents is done by various means, e.g., via email, phone, or a service portal, and is time-consuming and error-prone. Except for very experienced users, the information the user provides is insufficient. A bounce occurs between the analyst, the service desk, and the user. Without further investigation, support analysts are unable to resolve the issue. Even simple issues, such as a user's inability to access a particular plant or site, can be tricky to resolve without enough detail. Users often have to live with their issues for longer than necessary. ## Automated ITSM ticketing User incident reporting is greatly improved by automating the creation of high-quality ServiceNow ITSM incident tickets directly from the SAP UI. There is no call to make, no email to send, and no service ticket to fill out. The ITSM Connector from [STA Consulting - SAP integration solutions](https://www.linkedin.com/company/sta-consulting-kft/) seamlessly integrates your SAP user interface (UI) and your ServiceNow IT Service Management (ITSM) system. With one click and a few descriptive details from the user, ITSM tickets are automatically generated in the ServiceNow ITSM system and routed to the right support analysts. Attached to the automatically created ITSM ticket is a wealth of user, system, and program detail that enable the support analyst to understand the issue and quickly solve the problem. This can be a lifesaver in instances of errors causing production system downtime. Even the most inexperienced user can submit useful, information-rich support tickets that can be resolved quickly. ![No alt text provided for this image](https://media.licdn.com/dms/image/D5612AQH_lbxtRbdmKw/article-inline_image-shrink_1500_2232/0/1687139538134?e=1692835200&v=beta&t=HdQ_u5PVRq3uYBk1otU_tsLxXCHYhAmsgokzBuO0Yn8) *Figure 1: Streamlined SAP Incident Reporting* ## Final word The ITSM Connector for SAP solutions is a certified SAP add-on that seamlessly integrates with nearly any ITSM system. It greatly enhances the user experience and ensures issues are resolved quickly. Pre-built integrations are readily available for leading platforms like ServiceNow, BMC Remedy, and Cherwell. To learn more about the ITSM Connector, why not join us in our next webinar: [How to Streamline SAP Incident Resolution with ServiceNow ITSM Integration](https://www.legupsoftware.com/sap-incident-resolution-enhance-user-experience-via-servicenow-integration) [![Rick Porter](https://www.legupsoftware.com/hubfs/Rick_ANZSAP.jpg)](https://www.legupsoftware.com/expert_insights/author/rick-porter) #### Rick Porter With over two decades of working within the SAP ecosystem, Rick has met and worked with SAP IT professionals from broad backgrounds and experiences. Rick knows the stresses and strains experienced by those managing SAP systems and enjoys bringing these insights and reflections into conversations. Author ## Recommended For You [![](https://www.legupsoftware.com/hubfs/image%20(6).png)](https://www.legupsoftware.com/expert_insights/security-hardening-in-sap-ecs-why-sap-note-3250501-demands-your-attention) [SAP](https://www.legupsoftware.com/expert_insights/tag/sap) [Security](https://www.legupsoftware.com/expert_insights/tag/security) [Automation](https://www.legupsoftware.com/expert_insights/tag/automation) [teams](https://www.legupsoftware.com/expert_insights/tag/teams) 2 Min Read ### [Security Hardening in SAP ECS: Why SAP Note 3250501 Demands Your Attention](https://www.legupsoftware.com/expert_insights/security-hardening-in-sap-ecs-why-sap-note-3250501-demands-your-attention) [![Rick Porter](https://www.legupsoftware.com/hubfs/Rick_ANZSAP.jpg) Rick Porter May 16, 2025](https://www.legupsoftware.com/expert_insights/author/rick-porter) [![](https://www.legupsoftware.com/hubfs/Gear.jpg)](https://www.legupsoftware.com/expert_insights/the-sap-ecc-to-s/4hana-shift-different-but-the-same) [SAP](https://www.legupsoftware.com/expert_insights/tag/sap) [Automation](https://www.legupsoftware.com/expert_insights/tag/automation) 2 Min Read ### [The SAP ECC-to-S/4HANA Shift: Different, but the Same.](https://www.legupsoftware.com/expert_insights/the-sap-ecc-to-s/4hana-shift-different-but-the-same) With SAP’s decision to end standard support for ECC by 2027 and end extended support by 2030 SAP customers ... [![Rick Porter](https://www.legupsoftware.com/hubfs/Rick_ANZSAP.jpg) Rick Porter January 23, 2026](https://www.legupsoftware.com/expert_insights/author/rick-porter) [![](https://www.legupsoftware.com/hubfs/image%20(10).jpg)](https://www.legupsoftware.com/expert_insights/streamlining-sap-workflows-in-microsoft-teams-how-looply-is-changing-the-game) [SAP](https://www.legupsoftware.com/expert_insights/tag/sap) [Automation](https://www.legupsoftware.com/expert_insights/tag/automation) [looply](https://www.legupsoftware.com/expert_insights/tag/looply) [teams](https://www.legupsoftware.com/expert_insights/tag/teams) 2 Min Read ### [Streamlining SAP Workflows in Microsoft Teams: How Looply Is Changing the Game](https://www.legupsoftware.com/expert_insights/streamlining-sap-workflows-in-microsoft-teams-how-looply-is-changing-the-game) [![Rick Porter](https://www.legupsoftware.com/hubfs/Rick_ANZSAP.jpg) Rick Porter April 14, 2025](https://www.legupsoftware.com/expert_insights/author/rick-porter) ![logo-footer](https://www.legupsoftware.com/hubfs/Website,%20Dec%202022/Assets/logo-footer.png) Melbourne VIC 3001 AUSTRALIA Phone: +61 3 9000 0958 Email: [info@legupsoftware.com](mailto:info@legupsoftware.com)   [John 3:16](https://www.kingjamesbibleonline.org/John-3-16/) - [Solutions](https://www.legupsoftware.com/solutions) - [For SAP Administrators](https://www.legupsoftware.com/expert_insights/solutions#administrators2) - [For SAP Basis Teams](https://www.legupsoftware.com/expert_insights/solutions#basis-teams2) - [For SAP Developers](https://www.legupsoftware.com/expert_insights/solutions#developers2) - [For SAP Support Teams](https://www.legupsoftware.com/expert_insights/solutions#support-teams2) - [For SAP Security Teams](https://www.legupsoftware.com/expert_insights/solutions#security-teams2) - Products - [Libelle SystemCopy](https://www.legupsoftware.com/product-libelle-systemcopy) - [Libelle DataMasking](https://www.legupsoftware.com/product-libelle-datamasking) - [Libelle EDIMON](https://www.legupsoftware.com/product-libelle-edimon) - [STA ITSM](https://www.legupsoftware.com/product-itsm-connector) - [VOQUZ samQ](https://www.legupsoftware.com/product-samq) - [Arch Floe](https://www.legupsoftware.com/product-floe) - [Arch Stelo](https://www.legupsoftware.com/product-stelo) - [Leg Up Software](https://www.legupsoftware.com/about) - [About](https://www.legupsoftware.com/about) - [Events](https://www.legupsoftware.com/events) - [Expert Insights](https://www.legupsoftware.com/expert_insights) - [Resource Library](https://www.legupsoftware.com/resources) - [Partners](https://www.legupsoftware.com/partners) - [Contact](https://www.legupsoftware.com/contact) Copyright © 2023 LegUpSoftware  ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Rick Porter", "url" : "https://www.legupsoftware.com/expert_insights/author/rick-porter" }, "dateModified" : "2023-06-19T02:10:14.819Z", "datePublished" : "2023-06-19T02:10:14.000Z", "headline" : "Automated SAP Incident Reporting: Enhancing the SAP User Experience", "image" : [ "https://www.legupsoftware.com/hubfs/Automated%20SAP%20Incident%20Reporting_Enhancing%20the%20SAP%20User%20Experience..jpg" ], "mainEntityOfPage" : { "@id" : "https://www.legupsoftware.com/expert_insights/automated-sap-incident-reporting-enhancing-the-sap-user-experience", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.legupsoftware.com/hubfs/Website,%20Dec%202022/Assets/logo.png" }, "name" : "Leg Up Software" } } ```