Configuring the Option to Contact Support Via a Custom Ticket System

You can integrate a custom ticket processing system into the SAP Fiori launchpad.

Context

The default message channel for the launchpad is the SAP Solution Manager. You can, however, specify a custom ticket processsing system as the support channel.

Procedure

  1. Create a Business Add-In (BAdI) implementation for the BAdI /UI2/BADI_EMB_SUPP.
    1. Implement the following BAdI interface methods:
      Method Description
      CREATE_INCIDENT Creates a message in the specified ticket processing system.

      You need to implement the relevant interface parameters.

      See Parameters of Interface /UI2/IF_EMB_SUPP.
      IS_REPORTING_ENABLED Checks if the specified support channel is active.
    2. In the BAdI implementation, specify a filter value for the filter SCENARIO_ID .
  2. Register your BAdI implementation to be called at runtime.
    1. Call program /UI2/MAIN_SUPP_CON.
    2. Select Register for client.
    3. In the BAdI Filter value field, enter the filter value for SCENARIO_ID, which you have specified in step 1.b.
    4. Execute the program.
  3. Repeat step 2 for every client in your system in which you want to use your support channel.
  4. If you want to offer the feature in additional systems, repeat the above procedure.
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