Ticketing System: GP Eigir

The Challenge

When an organisation has started a new project of implementing an SAP SuccessFactors solution, there are several processes to undergo; project implementation, go-live and daily operations. In these processes, issues may occur. How should these issues be reported and followed up on? Since stakeholders often vary from project team members to employees, we identified a need to consider the differentiated levels of support that stakeholders need and take them into account. A ticketing system may already be in place in the organisation– but it might not be integrated with SAP or designed for the implementation or daily maintenance phase.

Our Solution

Our solution, GP Eigir, is a lightweight ticketing system where the ticket lifecycle is closely integrated with SAP SuccessFactors solutions. Tickets can be raised and handled from within the system where the issue occurs and is dealt with. This eliminates the need to access an additional system which simplifies the support process. Finally, the solution is built using the Meta Data Framework (MDF) and Sap Cloud Portal (SCP) – therefore, no 3rd party databases are required.

Business Impact

This extension to SuccessFactors will simplify reporting and follow up on issues during the project phase and track day-to-day questions and issues reported by employees and project members. The interface is simple and understandable for all employees and end-users will not have to access any additional systems.

What GP Eigir Cannot Do?

GP Eigir does not include advanced functionality as it is a lightweight setup. It is not possible to raise issues via email or phone. Advanced analytics is also not included. For this kind of functionality, please check EC Service Center.

About GP Strategies

GP Strategies SuccessFactors Practice has completed more than 1000 SAP SuccessFactors projects in more than 100 countries worldwide throughout the past 18 years. Our 225 consultants are covering all major industries and provide continued operational support and maintenance for more than 125 companies. We are an SAP Gold Partner, and we have been awarded SAP Recognized Expertise in all SAP SuccessFactors areas. Entering the SAP Hall of Fame, we received the Partner Excellence Award in 2020 and 2021. Working together with our customers, we have won 13 Quality Awards in four years.  Contact us if you need guidance on how to get the most out of your SuccessFactors solution.