Hi Ashutosh,
When we post via help->create support message option from managed system(like ERP etc) the ticket is created in solution manager known as incident not service request which is a different transaction type
goto dno_cust04, check for entry
or ZMIN or YMIN as per your transaction type for incident mgmt.
Also, make sure you have Business Partner and identification tab has this managed system information maintained.
hope this helps
Regards
Prakhar