CRM BW Service request analysis Reports

Dear All,
I am using the data source '0CRM_SRV_REQ_INCI_H' to extract the service requests created. And based on which i need to create SLA report in BI. I have extracted the data from the mentioned DS and loaded to DSO '0SRQ_DS10' and then to cube '0SRQ_C10'.
My requirement is to populate the report with the number of ticket/request open, inprocess, close as on given date, like below.
Service ticket '123456' is created on 1st april and it is loaded to BI and now my report gives all the ticket no with status where user have entered the selelction value 2nd april. Am picking all ticket less than user entered date.
Now the service requet is closed in CRM and if it comes to BI with new status on 3rd april and if i pull out the report in 4th april am getting two entries for ticket '123456' but i need to show only 1 record with closed status which is recent one.
And if the user enters 2nd or 3rd april i should display one record with status 'Open'.
How to acheive this?
Thanks
Prem

Exception Aggregation should be helpful in your case. Check if exception aggregation maximum can be put on some fields like status or changed date.
You need to identify a field which can you give the latest entry for a ticket. Exception aggreation on that kind of a field should work if you have ticked number in rows. but if report can be drilled up, you will need use exception aggreation at tickt no level, I am not sure if you can achive that in the query by putting exception aggreation twice (CKF1 and then CKF2).
If not, you can create a conactenated characteristics and load it with ticket number + the field you will identify to give you the latest entry. Then use this characteristics to put exception aggregation upon.
I hope it helps.
Regards,
Gaurav

Similar Messages

Service Request Detail Report Data Definition...Where is It?

Hi All,
Can anyone help me find the data definition associated with the Service Request Detail report?
Here are the specifics and I am in R12
Module: Service (CS)
The report name is: Service Request Detail
The short code for this report is: CS_SR_DETAIL_DEF
When I look at the concurrent programs, I could only find the following concurrent program:
Program: Service Request Detail Report
Short Name: CSXSRDET
Executible: CSXSRDET
This appears to not be the same report. Could someone help me with this?
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Patrick

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the road appears far away from it in FME viewer.
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Service request interactive report is not working with IC Roles

Dear Experts,
We are using CRM 7.0 EHP1, we have created some custom reports based on std service request query, we can able to see these reports in IC_AGENT role as well as ZIC_AGENT role but when we click on these reports nothing is happening. But this is giving desired result in salespro role and other Zroles.
Request your inputs/suggestions.
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Regards,
Kumar.

Dear Experts,
Any update on this will be greatly appreciated.
Thanks,
Kumar

Link to Service Request from report

Hi,
I am trying to perform the following:
In a Contact layout I have created a web applet which show product information.
(Let's say Product Name, Product Id and Product Catgeory)
I want to enable the user the following:
By clicking on the product name, a new Service Reuqest window will be opened, containing the Product that was chosen and the contact details.
Can it be done?
Thanks,
Guy
Message was edited by:
Guy

At this time there is not a direct link from a service request to a opportunity. However, you could use a completed activity under a service request with a Type called "Link" that would link the service request and opportunity. This would allow you to do reporting on these two linked objects.

XML Publisher with Service Module - Service Request Reports -- URGENT

Hi all ... any pointers/help/guidance with the problem listed below would be much appreciated.
I'm working in the context of the Oracle Service Module & Service Request Reports.
I'm required to configure the XML Publisher Responsibility seeded functionality with the service module reports.
Listed below are the two reporting requirements that I'm considering , corresponding to the following seeded XMLP Responsibility seeded components:
(I'm quoting an extract from the Oracle TeleService Implementation & User Guide here).
Detailed Report
Data Definition: Service Request Detail Definition (CS_SR_DETAIL_DEF)
Corresponding Template: Service Request Detail Report Template (CS_SR_DETAIL_TMP.en)
Template Description: Includes all of the available service request attributes including charges, the two descriptive flexfields, and extensible attributes.
Summary Report
Data Definition: Service Request Summary Definition (CS_SR_SUMMARY_DEF)
Corresponding Template: Service Request Summary Report Template (CS_SR_SUMMARY_TMP_en)
Template Description: Includes a subset of the detailed report attributes including the same charges information as the detailed report.
When I log into the EBS >> XML Publisher Administrator Responsibility >> Service Application ... I find these seeded XMLP components, together with the preview data, downloadable templates & sample output.
The question is:
Where (responsibility/application/navigation/etc.) do I find the seeded EBS Service Reports to provide the expected XML input to the seeded XMLP Service Request Data Definitions & Templates????
Notes ...
I have found the following two reports, under the Service Application in EBS, set their output type to XML and viewed the output of the submitted request:
- Service Request Detail Report
- Service Request Summary Report
... but each of these two reports produce XML output of a different data model/structure to that expected by each of the corresponding seeded XMLP data-definitions/templates.
Additionally, I cannot find any corresponding concurrent program definitions on the system with the same SHORT-NAME/CODE as the seeded XMLP data definitions themselves i.e. CS_SR_DETAIL_DEF and CS_SR_SUMMARY_DEF.
Are the necessary reports not actually seeded within EBS? Do the seeded XMLP data definitions & templates require development of new Concurrent Programs from scratch to access the database tables and provide the necessary data/input, or am I missing something here??

I am sure you found a solution to your problem. If not, to give a pointer to this issue, I guess these reports are gererated right from the service request screen and this definition is used there.This report can be generated from several places based on where you are within SR scree.
Thanks
Nagamohan

ITSM Service Request - Assigning Categories - Using Function Module

Hi,
We are trying to create an ITSM service request ticket from ECC, based on a workflow and its logic. I am calling a remote function module which will contain the logic as explained below.
I am creating a CRM ITSM service request(incident) ticket using function module CRM_ICSS_SRVREQ_CREATE.
The ticket is created but some of the fields that I need to populate in the transaction do not have an interface in this function module. I want to specify the category 1, category 2 and category 3.
I tried function module CRM_ORDER_MAINTAIN but I am unable to find the interface where I can populate this particular data. The component used here is btcategories/categories.
Can anyone suggest where this particular data needs to be populated.
Thanks,
Abdullah

Hi Abdulla
What parameter did you set for "Reported By" and "Message Processor" in the FM CRM_ICSS_SRVREQ_CREATE. I am having a lot of problems regarding this. Can you please help?
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Saumyendra

Complete Service request

Hi Guys
We had a incident where more than a thousand service request created as related transactions from a Master Request. on the IT Helpdesk CRM 7.0
Do you perhaps know of a program / report in CRM that can automatically complete/resolve these service request. Delete is also a option.
Your help would MUCH be appreciated .

Hi Solman,
As per your question, there are 2 requirements
1. To Change the status of a Service Request - You can do this by running a report in SE38 - CRM_ORDER_MAINTAIN
Enter Service Request ID or GUID in the selection criteria. Also enter the required status to be set in the IT_STATUS internal table which you'll get once you press Main. entry value button on the selection screen of the report.
2. To delete Service Request - Run report "CRM_ORDER_DELETE" in SE38. Mention Service Request ID or GUID at the selection screen.
Thanks
Vishal

How to create a Service Request with Oracle SOA 11g

Hi,
I work with a company that is a Diamond level partner to Oracle. In one of our project with SOA 11.1.1.5 we are facing some random product issues.After much thought, we decided to contact oracle support and raise a service request and report the problem to them so that they can help us in the resolution for the same.
Can someone please let me know the process of creating a Oracle Service Request for the same. Thanks in advance.
Regards,
Sridhar.

Hi,
The link is https://support.oracle.com , you will have to request Oracle to link your user with your company support account.
Cheers,
Vlad

Error during creation of service request in SAP CRM 7.0

Hi,
I am getting the error " error occured in system DQ1290 during account assignment" when I try to save the Service request.
Actually DQ1290 is our ECC QA sustem and Iam getting this error when I try to save the service request in CRM QA system.
Can anyone suggest the reason for this.
Regards
A.Sureshbabu.

Hi,
I am getting the error " error occured in system DQ1290 during account assignment" when I try to save the Service request.
Actually DQ1290 is our ECC QA sustem and Iam getting this error when I try to save the service request in CRM QA system.
Can anyone suggest the reason for this.
Regards
A.Sureshbabu.

Reporting In Service Manager 2012 - How To Get A List Of All Service Requests Regardless of Status

Within the Custom Reporting Options available to users of Ssystem Center Service Manager 2012, which would one use to create reports that do not contain any agregated data but are instead detail level info such as a list of all Service Requests reardless
of status? I want to include within the report the same data you see on the main page of a Service Request when you double-click a Service Request within Service Manager and it pops opne the details of the Service Request.
I'm trying to get the following info for each Service Requests
SR ID (i.e. SR1234)
Affected User
Title
Description
Priority
Source
Area
Support Group
Assigned To
Created By and Created On
I know the cubes w/Excel offer a great way to get data for a **piece meal report or for getting agregated data (I.E. counts, sums, avergares, Max's & Mins) but I need a report that has zero totals and no agregations.
Thanks
** A piece meal report is a report that has to be manually pieced together by combining data from others reports and other sources because no single report can be constructed to bring all the data togethere into a single report. If you've ever
worked with an accountant taht uses Excel for everything but who has no idea how SQL or databases in general are deisgned then chances are you've either been asked to create a piece meal report for them and or seen them do one them selves when they open a
spreadshet and dump into it disperate data from a variety of sources and then ask you why you can't automate that same report for them.

the following thread covers some good SQL queries to get details about the Incident Request, just amend them to cover the Service Request
http://social.technet.microsoft.com/Forums/systemcenter/en-US/e703641d-3e05-4df4-be2b-bf9bd62534f8/how-to-generate-incident-report-with-incident-description-field-in-scsm-2012-sp1

Sales Analysis Report service warehouse wise

Dear Experts,
I've configured 4 service warehouses to an item in SAP B1 8.8 PL:16. And now I want to see sales analysis report of that particular item against each service warehouse. But from the Sales Analysis or purchase analysis report I can't able to see service warehouse wise sales quantity & amount.
N.B.-Those items are created as Sales & Expense item only, no inventory.
Plz help.
Subrata

Hi Subrata,
in this case you need a customized report trough Query or through Crystal Report.
regards,
Fidel

Report to show Service Requests that are open on a day selected by the user

Dunno if I'm being thick, but I can't see how to do this in a report/dashboard...
The user selects a day and the report pulls back all the Service Requests that were open on that day using the following logic...
Service Request Opened Date <= Selected date & Service Request Closed Date >= Selected date
Is this possible?

You can do this with a report or a dashboard.
For a report, create a report your subject ares, like Service Request. In Step 3, Create a prompt on your date and choose Column Filter Prompt. Give the prompt a caption ("Enter/Choose Date" for example). Choose the date field for the Filter on Column. Determine how you want the users to select the value and hit OK. My experience has been that you need to let users type in the date, as opposed to choosing from a drop-down list, because of the volume of data and performance reasons, but test it to determine what works best for your needs.
For a dashboard, you would need to create a dashboard prompt for your dashboard report. You do this by creating a new report on your intended subject area, i.e. Service Request. Instead of creating the report as you normally do, you need to click on the Create Dashboard Prompt button at the top left, just below the Oracle logo. Choose the right reporting area, then complete the prompt details. Don't forget to allow for the prompt in your report.
I always recommend that you consider purchasing a great book on reporting, written by Mike Lairson. It is an excellent resource for nearly all of your reporting questions. You can find it on amazon.com.
http://www.amazon.com/Oracle-Demand-Reporting-Osborne-ORACLE/dp/0071593047/ref=sr_1_1?ie=UTF8&s=books&qid=1274893170&sr=8-1
Good Luck,
Thom

Service Request Aging Analysis

Hello All,
I am trying to create a report in Siebel off the canned aging report. It seems to give me the average age in calendar days which is fine, however I need to report on number of business days.
The data I need specifically is:
Service Request's (SR's) Average Age - This is default
Average age of open SR's business days - This is the tough one, I need to have > 5 business days and < 5 Buisness days
Average age if not closed on the first contact - Buisness and Calender days
SR's open greater then 5 days - Buisness and Calender days
If anyone has any advice if this is possible or how to go about having Siebel create the report for me, that would be great.
Thanks in advance
~The Call Guy

Okay, if your report is using the Service Request History subject area, use this code exactly:
(CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Closed Date and Time" )=1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))+(2-WEEK("Service Request"."Closed Date and Time")) END)
- (CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Opened Date" )=1 THEN (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))-(WEEK("Service Request"."Opened Date")-2) /* Convert Saturday to the Business Day Of the Year */ WHEN DAYOFWEEK("Service Request"."Opened Date" )=7
THEN (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))-(WEEK("Service Request"."Opened Date")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))+(2-WEEK("Service Request"."Opened Date"))
END) + /* Adjust for Year Change */ (365 * (YEAR("Service Request"."Closed Date and Time")-YEAR("Service Request"."Opened Date")))
If your report is using the Service Request subject area, use this code exactly:
(CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Closed Date and Time" )=1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))+(2-WEEK("Service Request"."Closed Date and Time")) END)
- (CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Opened Date and Time" )=1 THEN (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))-(WEEK("Service Request"."Opened Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */ WHEN DAYOFWEEK("Service Request"."Opened Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))-(WEEK("Service Request"."Opened Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))+(2-WEEK("Service Request"."Opened Date and Time"))
END) + /* Adjust for Year Change */ (365 * (YEAR("Service Request"."Closed Date and Time")-YEAR("Service Request"."Opened Date and Time")))
I have verified that both formulas are error free when used in the correct subject area... the column that you start with does not matter... just be sure to completely blank the existing formula before pasting in this one.
Let me know how it goes.
Mike L

How do I set-up my Dataset to pull data for Service Requests for a report

I am using SQL Server 2012 Report Builder 3.0.
I have my Data Source added - DWDataMart
I want to build my Dataset to query and find a very specific item. Basically I am creating a daily report that will show what each "team" or Support Group (AD Object) Closed that day. He also wants the ability to open it by date, so if he misses
a day he can get it later.
I am totally new to this report building and only got this far by following a guide on a blog, but he used incident Reports in his example, and I do not know what objects to query for service requests.
Thanks for any information you can provide.

First, you will need to get the support group ID's in the warehouse before you can run reports for them. I found that putting these queries in their own stored procedure was a better path.
select IR.IncidentTierQueuesId, IR.IncidentTierQueuesValue
from dbo.IncidentTierQueues as IR
where IR.IncidentTierQueuesId != 0
select SR.ServiceRequestSupportGroupId, SR.ServiceRequestSupportGroupValue
from dbo.ServiceRequestSupportGroup as SR
where sr.ServiceRequestSupportGroupId != 0
Enter the the support group ID's into your work item query.
Incident information is in dbo.IncidentDim and Service Requests are found in dbo.ServiceRequestDim. Both incidents and service requests link to relationship data through dbo.WorkItemDim. You can INNER JOIN on BaseManagedEntityId to link the incident
or service request to the workitem entry and from there to the Assigned Users, Affected Users, or Affected Configuration Items. Each relationship has it's own separate fact views.
If you poke about in the tables, you will find it pretty easy to pull back all sorts of information from the data warehouse.

Bugs in BC CRM web service need to be fix (Server was unable to process request ERROR: A server error has occured)

I'm using the following code to retrieve order list is working fine but it give me an error Server was unable to process request ERROR: A server error has occurred when I trying to retrieve order total paid with same code: and the output when retrieve order total paid is [object Object]
var wsUrl = "https://mysite.worldsecuresystems.com/CatalystWebService/CatalystCRMWebservice.asmx?WSDL";
                      var RetrieveTotalPaidXML =
                      '<?xml version="1.0" encoding="utf-8"?>\
                      <soap12:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" \
xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap12="http://www.w3.org/2003/05/soap-envelope">\
                      <soap12:Body>\
                      <Order_RetrieveTotalPaid xmlns="http://tempuri.org/CatalystDeveloperService/CatalystCRMWebservice">\
                      <username>user</username>\
                      <password>pass</password>\
                      <siteid>111222</siteid>\
                      <orderId>112345</orderId>\
                      </Order_RetrieveTotalPaid>\
                      </soap12:Body>\
                      </soap12:Envelope>';
                       $.ajax({
                        type: "POST",
                        url: wsUrl,
                        Host: "mysite.worldsecuresystems.com",
                        contentType: "application/soap+xml; charset=utf-8",
                        data: RetrieveTotalPaidXML,
                        dataType: "xml",
                        success: processSuccess,
                        error: function(){alert("Error: Something went wrong");}
                       function processSuccess(ResData) {
                       var RetrieveTotalPaidParse = $.parseXML(ResData);
                       var $xmlRetrieveTotalPaidParse = $(RetrieveTotalPaidParse);
                       var $Order_RetrieveTotalPaidResult = $xmlRetrieveTotalPaidParse.find('Order_RetrieveTotalPaidResult');
                               $Order_RetrieveTotalPaidResult = $(this).find('Order_RetrieveTotalPaidResult').text();
                               $('#RetrieveTotalPaidResult').text(Order_RetrieveTotalPaidResult);
I think there a bug in BC CRM Web Service when trying to make a request for Order_RetrieveTotalPaid using soap need to be fix

Perhaps it would be good to update the sample request as shown on the Developer reference page for this method (and, actually ALL of the SOAP samples)
The sample shows siteid (all lower case)

CRM BW Service request analysis Reports

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