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
Create a Business Add-In (BAdI) implementation for the BAdI
/UI2/BADI_EMB_SUPP.
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.
Checks if the specified support channel is active.
Note This check will be
deprecated at some point in the future. We
recommend you to only implement the following
line:
rv_enabled =
abap_true
In the BAdI implementation, specify a filter value for the filter
SCENARIO_ID .
Note
It is only possible to configure one ticket processing system to
be called at runtime. The filter allows you to switch between
different BAdI implementations.
Register your BAdI implementation to be called at runtime.
Call program /UI2/MAIN_SUPP_CON.
Select Register for client.
In the BAdI Filter value field, enter the filter value for
SCENARIO_ID, which you have
specified in step 1.b.
Execute the program.
Note If you want to deregister a BAdI implementation, select Delete
for client and execute the program. In this case, the
default connection to Solution Manager is used, provided the connection to
the Solution Manager is enabled. If it is not enabled, the option to contact
support will not be available at all in the launchpad.
Repeat step 2 for every client in your system in which you want to use your support
channel.
If you want to offer the feature in additional systems, repeat the above
procedure.