How to analyze and evaluate Service Desk Tickets

Hi folks,
we are running SolMan 4.0 SP12 and I implemented Service Desk as well as ChaRM.
For ChaRM I copied SDHF (Urgent Correction) to ZDHF (does not work properly right now, but I won't give up on that..).
My question: how do I evaluate those processes? For example it would be nice to know..
- how long has it has taken to solve a problem?
- how much cost was generated?
- does the Support Team work efficient?
- where are the bottlenecks in the whole workflow system?
Are there any transactions who deal with the given information to answer those questions? Maybe in a management-friendly way?
If not, does anybody know in which tables this information is saved?
I was searching over and over but it is very hard (impossible?) to gather relevant information concerning SolMan. Forum Points will be rewarded as a matter of course!

Hey Dirk,
You need to go for some Zdevelopments to suit your requirement...
There is SAP Standard report named RDSWP_REP_SERV_DESK, it can be used for various Type of analyses....
Just try out and let me know if this is helpfull..
There are no other Standard reports which would do this for you..
Let me know how it goes...
And plz reward for usefull post...
Regards,
Anand....

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>
Chong Chuan Ng wrote:
> How to configure u201CSolution Manager Service Desk Knowledge Baseu201D to allow Customer to check on the solution?
>
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