Integrated service support tool across multiple applications

US10540661B2 · kind B2 · utility

Assignee

• SAP SE · DE

Inventors

• Stephan Lange · St. Leon-Rot, DE
• Josef Schmidt · Graben-Neudorf, DE
• Lars Riecke · Malsch, DE
• Cornelia Kinateder · Schwetzingen, DE
• Normen Rosch · Heidelberg, DE
• Ioannis Grammatikakis · Frankenthal (Pfalz), DE

Key dates

• Filing date: Feb 23, 2017
• Grant date: Jan 21, 2020
• Expiry date: Oct 14, 2037

Classification

• Technology area (CPC G): Physics
• CPC primary: G06F3/0488
• WIPO field: Computer technology
• WIPO sector: Electrical engineering

Abstract

A system for an integrated support interface across multiple different software applications includes an integrated support user interface, an application connector and a first support integration module. The integrated support user interface includes received user input. The application connector interfaces with multiple different software applications and receives from at least one of the software applications an application context, a user role and a system context. The first support integration module maps existing received user input to at least one support ticket and enables a chat with a user operating on an internal support system and enables a search of a customer support system for information related to the support ticket, the application context, the user role and the system context for display of results from the customer support system on the integrated support user interface. The integrated support user interface displays the results.