The document describes an Outlook add-in that allows users to generate and update service tickets for SAP Business ByDesign. The add-in will automatically forward new tickets to the correct SAP service team, assign tickets based on email subject or domain, and link emails to existing tickets. Users can also manually assign or generate tickets and link them to an external service ticket platform for full control over the ticket lifecycle from within Outlook.

1. Service Outlook Add-In
for SAP Business ByDesign
Ettlingen June-06, 2015

2.  Generate tickets
Automatic forwarding to the SAP-Service-Team in charge
 Update tickets
Automatic assignment
Customer Requirements for the Service Outlook Add-In

3. anthesis Implementation – Automated Updates
Incoming
E-Mail
Subject + ID
SAP System
 Automatic assignment according:
 E-Mail subject
Automatic
Assignment

4.  e-mail linkage will be determined and proposed based on the
name and domain of an e-mail:
anthesis implementation – Linkages

5. Service Outlook Add-In
Assign Customers
View Outlook Add-In
Login-Data

6. Update of a Service Request
 Service requests
that can not be
assigned
automatically can be
entered manually
So you have
everything under
control – anytime!

7.  Same kind of implementation will be applied for Service Tickets,
that shall be generated from within Outlook
anthesis Implementation – Service Tickets
 Additional Option: linkage to the anthesis Service-Ticket-Platform
for SAP Business ByDesign
Outlook Add-In

8. © 2015 anthesis GmbH. All rights reserved
No part of this publication may be reproduced in any form or
for any purpose without the express permission of anthesis
GmbH. The information contained herein may be changed
without prior notice. anthesis GmbH
Zehntwiesenstraße 31e
76275 Ettlingen
T +49 7243 60597-0
F +49 7243 60597-11
www.anthesis.de
THANK YOU!
Michael Kaupp
Head of Development
michael.kaupp@anthesis.de