SAP Solution Integration with SAP Support
SAP is a complex business solution and needs support from SAP resources from time to time. SAP Solution Manager is integrated into the SAP support organization via a SAProuter connection. SAP support resources can be granted access to the customer’s SAP systems by the customer’s system administrators using this SAProuter connection. Usually, the support process starts with an internal help desk ticket logged by an end user reporting an SAP issue. Solution Manager service desk functionality or a third-party enterprise-wide help desk solution such as Unicenter is used for logging the help desk tickets. Internal SAP experts at the organization will first try and resolve the reported problem. If this is not ...
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