CRM orders and Confirmations

Question

Hello Guys,
I need some clear understanding about the reporting on CRM Orders and Confirmations cube. I guess I am a bit confused now.
In the scenario that we have, there are service orders created and when the work on the order is done, confirmation is created. We need reporting on whether the order was completed on time based on SLA.
But the problem is that the status on the service order is not always set to completed when a confirmation is made and there is a custom defined "User Status" that is set. So how do I look at the information on Confirmations as to when it was done, and relate it to the service order?
There is a BC report of "Delayed Orders" but I am not sure how an order is determined to be delayed? If anyone has worked on this, Please share the information. I am thoroughly confused.
Doniv

Answer 1

Hi
well, the regular extractor does bring some statuses, so I would verify that first.
we extract both Header and Line statuses but there is a logic on the CRM side that makes sure that when the call is closed on the header it is also closes all the lines.
but if a line was closed it does not affect the header status.
here is an example of how we enhanced our extractor - 0crm_srv_process_i:
Pick up SP line's system status, get only the largest stat code
in the range if there are multiple sys stats
the wanted stats are Open, In Process, Released, Completed
   SELECT stat
   INTO l_struct-zzsys_status
   FROM crmv_index_jest
   WHERE item = l_struct-item_guid
   AND inact <> 'X'
   AND stat in ('I1002','I1003','I1004','I1005')
   ORDER BY stat DESCENDING.
     EXIT.
   ENDSELECT.
Reg's
Edan