Configuring the Option to Contact Support from the Launchpad
You can allow end users to directly create a support ticket from the launchpad.
If an error occurs when using the SAP Fiori launchpad, you can provide end users with the option to report the error from inside SAP Fiori launchpad using the Contact Support option.
You can offer several ticket processing systems to the user:
| Ticket System | Description |
|---|---|
| SAP Solution Manager | The SAP Solution Manager is integrated in the SAP Fiori launchpad
and enabled by default. See Configuring the Option to Contact Support Via SAP Solution Manager |
| SAP Support Portal | The SAP Support Portal is integrated in the SAP Fiori launchpad. |
| Custom ticket system | You can integrate a custom ticket system in the SAP Fiori
launchpad by creating your own BAdI implementation. See Configuring the Option to Contact Support Via a Custom Ticket System. |
Data Transmitted
When a user chooses the Contact Support option from the launchpad and enters a problem description in the dialog box, relevant technical data is automatically appended to the message. The following data is transmitted to the ticket system:
| Data | Description |
|---|---|
| Subject | (Optional) Message title If no value is given, the first message text line is used. |
| Component | Message component The system tries to automatically retrieve the component based on hash, URL of the current application, and catalog ID. |
| Text | Message text |
| Priority | Priority of the message The value is automatically set to 3 (= medium). |
| Client context | Information from the UI (for example, language or entries from the client console log) |
| Log ID | Error ID that is used when an error log is created |
| URL | URL of the application from which the Contact Support function was called |
| Catalog ID | ID of the catalog that includes the tile from which the Contact Support function was called |
| Hash | Hash of the semantic object and action (navigation intent) that were used to navigate to the application from which the Contact Support function was called. |