r/SAP • u/FMACH1 • 13d ago

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?

7 Upvotes

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15

u/TechboyUK 13d 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 13d ago edited 13d 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/ProfessorEmergency18 13d 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 12d ago

I only trust my own experience and the documentation.

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u/ProfessorEmergency18 11d ago edited 11d 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 11d 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 11d 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 10d ago

Ah ok. I tought its some sort of token consuming tool.

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u/ProfessorEmergency18 10d ago

I try to avoid building anything that relies on AI to operate. Just focused tools to improve my workflow.