Issue tracking &Time entry in Solman 4.0

Hi Gurus,
We can successfully create Support desk message in Solman 4.0. But we want to track the time taken to complete a service request/issue and also want to enter time of the consultant who worked on this issue in Solman 4.0. Do we have to develop a report for it or can use an already existing job?
Plz advise.
Thanks in Advance.
Vinod Palli

Hi,
If you some sort of automatic mechanism to update a "processing time" then you will have to implement a BADI - but doing that is not straight forward (a consultant could be assigned to a ticket for 2 days but have only worked 1 hour on it).
An easier way would be to use products in your service request - and have the consultant indicate the time he spent actually working on the ticket. You can then use the standard CRM_DNO_MONITOR transaction to track this time.
RGds.

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Issue tracking &Time entry in Solman 4.0

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