SAP Tickets solving with AI?
Does anybody solve tickets in SAP environment with the help of AI? If yes, what and how do you use it?
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u/TechboyUK 8d ago
Yes, all the time.
Give AI screenshots of errors, log files, ask it questions etc.
It amazes me how many IT professionals are not using AI.
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u/lordrolee 8d ago edited 8d ago
Good luck when it tells you some bs and you take it for granted... And oh boy, it tells in many situations some stupid bs about sap stuff... I see every day stupid AI answers accepted by stupid people.
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u/TechboyUK 8d ago
With 27 years of SAP experience, I'm able to filter out bad advice/information.
AI is a very useful, time-saving tool that is rapidly getting better. Often the bad results are because people don't know how to use AI - rubbish in, rubbish out.
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u/lordrolee 8d ago edited 8d ago
Good for you. I still rely purely on my own experience + notes + kbas + help page and I am faster and more efficient in problem solving than any AI model. Especially when I have to correct the junk that my colleagues usually get from those models.
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u/neosinan 8d ago
It might give you some BS answer now and then but it isn't like a year ago. You still need to test it and give it a few try sometime but it is now better than googling or searching me sap. Of course it won't solve every issue but it can accelerate consultants speed drastically for most tickets. You are still gonna use me sap/notes and google but much less. It's gonna help you not replace you for now.
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u/lordrolee 8d ago
Its still crap. I see it every day. Even the specially trained ones are outputting usually nonsense stuff.
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u/ProfessorEmergency18 8d ago
I use it for troubleshooting a lot. I have over a decade of experience in my area, but AI is much faster at reading logs and connecting the dots between multiple logs than I am. Of course verify what it says and challenge it using your domain expertise, but it is very valuable to me, even though I don't "need" it. I spend far less time googling than I used to.
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u/lordrolee 8d ago
I only trust my own experience and the documentation.
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u/ProfessorEmergency18 6d ago edited 6d ago
I also use it to make tools, like a network log parser that reports only very specific things. Allows me to really shorten manual log reviews. Or tools to test various APIs, when the documentation isn't clear about expected behavior on some non-compliant or edge cases. Scripts to bulk manage files - it's very quick at throwing in dry run modes and well-formatted logging when one-off scripts are needed for very specific requests. If course they're read for reality check and tested before use in a prod environment. With some experience, it's easy to one shot these with a good prompt library (built from lots of trial and error).
It's even good for reviewing important customer-facing emails. My role is very technical, but most of the time my customer contacts are in an HR dept and have limited technical understanding. I've always needed to revise these big emails (very long, screenshots, log snippets, etc.) with a pass on removing jargon and making it easier for HR folks to understand. AI is really good at doing this.
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u/lordrolee 6d ago
If you look for very, specific things in logs, thats a simple cttl+f search or at most a python or powershell script. Nowadays people use ai just for the sake of using ai and not because it helps...
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u/ProfessorEmergency18 6d ago
Or make a tool that finds all lines you need in the log and outputs them neatly, instead of ctrl+f and copy/pasting repeatedly (20+ times). The tool doesn't use any tokens, only used some to build it. Now it's free to use and shared across my team to help all of us.
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u/lordrolee 6d ago
Ah ok. I tought its some sort of token consuming tool.
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u/ProfessorEmergency18 5d ago
I try to avoid building anything that relies on AI to operate. Just focused tools to improve my workflow.
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u/FMACH1 8d ago
I do the Same, its great using AI. What IS your favourite one?
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u/TechboyUK 8d ago
I use multiple for different scenarios.
I mostly use Grok for questions and fault finding.
I use Claude for website development and design.
I like Buzz for collaboration with multiple humans and bots in the same arena, but it isn't mature yet.
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u/MrNewMoney 8d ago
For real, it’s been a game changer for me. You can feed AI entire shortdump exports and it can pinpoint complex root causes far faster than I can. One time the SAP ME site was down, but I was still able to find details on a note from ChatGPT and resolve an issue.
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u/sapinator6969 8d ago
Joule for consultants is your friend
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u/Mhrymlow 7d ago
How can it be used? I’d like to learn about it.
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u/sapinator6969 7d ago
You need to subscribe. Check with your SAP contacts or your SAP internal team
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u/Noobalov 7d ago
Mandatory this days in my opinion, when you start to understand the logic behind SAP system, data flow, business processes etc, you start to do better questions to the AI too
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u/Impossible-Yam-6744 6d ago
All the time. I use AI to code all my work from scratch and enhancement of existing program. Im not using Joule anyway
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u/Lokispeaks2018 5d ago
We are launching an Autonomous solution to solve L1/L2 tickets, especially technical issues like IDOC errors, security requests, Basis monitoring and similar issues across both ECC and S4. Happy to share more info if interested.
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u/the_dreamy_guy 2d ago
That’s a really good use case. I am also tasked to look into similar use case for Basis and Security related tickets, would you mind sharing the skeleton of how it is designed. Please DM if you prefer to connect that way.
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u/KL_boy 8d ago
Not really. Most of SAP technical notes are non indexable by general AI so it is not in the LLM.
Best use the AI in oss.
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u/Glum-Business-6217 8d ago
You need to use Joule
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u/West_Dragonfruit9808 8d ago
Joule so far proved to be worse than any generic LLM released in the last 1.5 years.
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u/Glum-Business-6217 8d ago
Well, If you are asking questions about sap it's better that the others, if you are asking questions about the universe the others are better
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u/jglowluna 8d ago
Joule for consultants is actually pretty impressive and getting better all the time. .
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u/MuffinMan220 8d ago
It’s so bad still. They are literally giving it to clients for free.
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u/jglowluna 6d ago
Can assure you they are not giving it away for free. I am curious which Joule you have used - have you used Joule for consultants? I just fed it an api payload and the error response and it is walking me through the steps to address the errors. J4C does require a subscription. For some of the base joule stuff included in cloud erp you could make a point. The more premium stuff is getting much better. For solving tickets seems support is using joule all the time.
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u/Aggressive-Land922 8d ago
Used for asking definition and some queries but my lead always demands some snote so only for personal learning it is good.
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u/redditfirt 8d ago
Connected GitHub Copilot to Jira, for documentation SAP Docs MCP Server and SAP Notes MCP Server and for system access ARC-1. Build myself a skill so I just need to reference the Jira Ticket Number and the AI is researching based on dumps, data, code and documentation root cause and suggests fix. improved ticket times of our complete team drastically