Skip to Content
Technical Articles
Author's profile photo David Molinera

For faster resolution, SAP launches an AI enabled incident wizard in SAP ONE Support Launchpad

New incident solution matching service takes SAP’s customer support experience to the next level with enhanced AI technology

To help you get relevant, technical support faster, SAP launched incident solution matching –   a new solution recommender that will run in the SAP ONE Support launchpad driven by Artificial Intelligence (AI). As you create a new incident, the system will automatically display potential solutions from SAP’s Knowledge Base Articles and SAP Notes. Spend less time searching for answers. Use incident solution matching and recommendations will be compiled for you in one quick step, before you submit the incident – potentially saving you time and effort.


Incident solution matching is also available for your existing open incidents. When you view or update your open incidents, you will also receive a list of proposed solutions. If you provide additional information, the results will be further refined.

AI Drives Improved Recommendations for new “incident solution matching”

And, unlike the previous recommendation system, the new incident solution matching service uses Artificial Intelligence and machine learning for improved results. The more customers use the service, the more relevant the recommendations become. Potential matches are ranked according to their semantic relevance based on incident data.


How to access incident solution matching:

  • Access SAP ONE Support Launchpad and follow the standard steps to launch the incident creation form.
    1. Describe your issue in Subject and Description. While you are typing in Description, “incident solution matching” automatically recommends solutions, and the results are displayed in the left pane. The more detailed information you provide the more matching results you will get.
    2. Select a component from Component field and “incident solution matching” refines the results even more.

For open incidents, simply access your incidents inbox and open an incident to view or edit, “incident solution matching” automatically recommends solutions in the right pane.

There is no configuration needed to make the feature work.

SAP’s incident solution matching service is available for all customers – at no additional cost. Get faster, more accurate recommendations. Start using incident solution matching today!

Want lo learn more about “’AI driven incident solution matching”? Access our live session recording here.


For further reference please see:

Incident solution matching video here.

Or just read more about AI driven support solutions on SAP News:

Enter the Next Level of Customer Support Experience with AI Technology

AI and Machine Learning Drive Automation in Product Support

Customer Convenience Through Service Automation

Assigned Tags

      You must be Logged on to comment or reply to a post.
      Author's profile photo Bernhard Luecke
      Bernhard Luecke


      This is great news! Proud and happy to see an AI use case that is contributing to all of us in the ecosystem!

      Author's profile photo Sophia Stolze
      Sophia Stolze

      Great AI / ML approach!

      Author's profile photo Mohamed Chérif BOUKHALFA-BENNAI
      Mohamed Chérif BOUKHALFA-BENNAI

      This technique will be beneficial to customers

      Author's profile photo Alexander Pohl
      Alexander Pohl

      Great News!


      Author's profile photo Wendy Xu
      Wendy Xu

      Nice! Hope to see more and more customers getting helped by the feature.

      Author's profile photo Harold Mason
      Harold Mason

      Another great example of Next Generation Support from SAP!


      Author's profile photo vighneswara damerla
      vighneswara damerla

      Exalent feature from SAP

      Author's profile photo Vikram B
      Vikram B

      Can someone share the background of this AI/ML please? , as my assumption is that the data from Solman & FRUN together are plugged into an intelligent engine ( could be BI  in this case ) for advanced analytics, and based on the rules defined, the messages are being populated in "SAP ONE Support Launchpad " Love to know more about the pre-requisites and the process woven around this AI/ML.. Thanks, V.

      Author's profile photo David Molinera
      David Molinera
      Blog Post Author

      Hi Vicky,


      incident solution matching is part of a set of services developed by AIT team in SAP DBS. These services are not based on BI or similar advance analytics. In coming SCOM and DCOM you will be able to get more detail information.









      Author's profile photo Robert Forster
      Robert Forster

      Great News - still waiting for the notes machine Translation......

      Author's profile photo Dirk Limmroth
      Dirk Limmroth

      Great new technoly! But how can VAR partner offer this also to their customers?


      Author's profile photo Jizu Sun
      Jizu Sun

      Great integration ??

      Author's profile photo Sophia Stolze
      Sophia Stolze

      Free registration for upcoming live webinar by David Molinera on AI driven incident solution matching! Here you can find the registration details.

      Author's profile photo Vinzenz Floegel
      Vinzenz Floegel

      Nice feature but how we get the benefit if we open the incident in the SAP Solution Manager?

      Author's profile photo Deni Pol
      Deni Pol

      Great news