Some companies don't allow the end users have access to Sap Solution Manager, in some cases when the end users don't have access to any SAP Environment to create a Ticket, I leave this "back door" open for them,
Run transaction SICF --> External Aliases
Create a New External Aliases
Select External Alias "/ticket"
In Logon Data use "Alternative Logon Procedure" and fill with your special user ( My recomendation is create this user based on the standard user IM_CREAT_<SID> )
In the Triger Tab, select the path /default_host/sap/bc/webdynpro/sap/ags_work_incident_create_app
If you add &sap-config-mode=X at the end, you can enter in Config mode
Solution Manager will be list, all the systems available for the Generic user that you define to create the Ticket (Example:AU_TICKET), the way that you can control this list is adding the system in the "Identification TAB" in the BP of the generic user.