Categorize Your SAP Service Desk Tickets to Drive Support Process Optimization

  • by Sapna N. Modi, SAP Practice Unit & Key Accounts Automation Champion, L&T Infotech Ltd (LTI)
  • March 11, 2011
Understand the importance and effective use of SAP support tickets categorization. The categorization feature in SAP Solution Manager’s Service Desk functionality provides guidelines for analysis and actions based on ticket categorizations.
Key Concept
Reduction in IT operating costs is the primary goal of CIOs, so improving and optimizing operations is a key concern for SAP support organizations. To do so, it is important to effectively analyze and monitor the support process. SAP support tickets categorization is one part of this analysis. With tickets categorization in place, a disciplined loop of tickets trend analysis and corrective actions leads to a reduction in tickets. This iterative loop is so effective that return on investment (ROI) of reduction in tickets can be observed in three to six months.

One of the common ways to get the pulse of business comfort in an SAP system is by carrying out SAP support tickets trend analysis. You can base this analysis on departments, locations, SAP modules, SAP IDs, and so on. In totality, it provides a good picture of operational effectiveness in the SAP system. If a considerable number of tickets (in a particular module or location, or from a particular user) is raised, then you can plan further actions to reduce this number. However, this analysis only points out who raised how many tickets in a given period — it does not highlight what kinds of issues were reported. This is due to the fact that generally a support process either has no classification or lacks effective classification of issues in the tickets. In the absence of this classification, it is a cumbersome job to effectively categorize them during the tickets trend analysis phase itself.

With some simple configuration, you can categorize your SAP support tickets to get a sense of where most issues are in your organization. You can use one of two methods: using the Subject field or the Category field to perform the categorization. From there, you can determine the best steps to reduce issues in certain areas, thereby improving your system’s return on investment (ROI). I’ll take you through the configuration of each option, and then explain some of the key categories and what sample business solutions are available for reducing tickets.

Configure Ticket Categorization in the Category Field

The classification of tickets is primarily used by the Service Desk team. When a support ticket is raised, this team analyzes the ticket and assigns a relevant category. For SAP Solution Manager, the Service Desk team is responsible for this assignment. To do so, SAP Solution Manager Service Desk has this feature of tickets classification built in. Use transaction SPRO and follow IMG menu path Scenario-Specific Settings > Service Desk > Service Desk > Maintain Categories and Priorities > Maintain Categories. In the resulting screen, click the New Entries button to bring up the screen in Figure 1.

Sapna N. Modi

Sapna N. Modi has 13+ years of experience in the software industry including SAP software in the areas of solution architecture, consulting, presales, and project management. Sapna has multiple SAP and non-SAP certifications. She is an integral part of the team in setting up the SAP Solution Manager practice at L&T Infotech ( and has participated in consulting and advisory roles for multiple projects. She has global exposure with experience in the US, Canada, Denmark, Sweden, Germany, the Netherlands, and Kuwait. She is instrumental in and is dedicated to an extreme automation initiative of SAP projects across verticals at L&T Infotech (LTI). Her goal is to accomplish automation-driven efficient operations and to formulate an automation platform for optimized TCO for customers as well as for her organization. Her focus is on innovation to leverage SAP products and non-SAP products involving Robotic Process Automation (RPA), Artificial Intelligence (AI), and Machine Learning (ML) to help customers standardize their portfolio so that it is simplified, automation ready, and able to easily migrate to the SAP S/4HANA platform.

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