Service Desk Report

Hi Experts,
Can anyone guide me how can i create standard reports form Solution reporting functionality of solution manager system..
Thanks
Suveer

Hi,
We are trying to generate report from service desk standard transaction CRM_DNO_MONITOR, But there all other thing are available except first response time & date the values are zero..so can you help me how can i update them..
thanks
suveer singh

Similar Messages

  • Customizing service desk report: CRM_DNO_MONITOR

    Hi All,
    I have changed the status porfile for SLFN Transaction type:
    The New status for Support Message are :
    Open
    Accepted
    Rejected
    Fixed
    Retest
    Closed
    The problem is these values are not visible under the STATUS of  the CRM_DNO_MONITOR..
    I mean i cannot filter on the the status "Fixed" as it is not available in the F4 help.
    Can any one suggest !
    Thanks!
    Pradeep L

    Hello,
    Fill the field Transaction Type with "SLFN" and press Enter.
    You should see your new status by clicking F4 in the Status field.
    Regards,
    Benjamin Rouger
    Edited by: Benjamin Rouger on Nov 27, 2008 2:08 PM

  • Reports For Service desk

    Hi experts,
                  I would like to know the different kind of report that i can use  for service desk reporting .I have used service analysis report directly from the solution_manager transaction,
    but was not able to execute it properly,
           regrads,
                  Varghese

    Hi Varghese,
    At the moment, I am using only CRM_DNO_MONITOR.
    However, I do hear abot BI reports being possible; I raised a query too, but didn't get a reply.
    If you have the time you may like to explore the thread referred in my query [thread|BI Reports for Service Desk - any pointers, insights, experience please!;.
    Regards,
    Srini

  • Custom report for SLA - service desk

    Hello,
    Untill now we are using solar_eval as our report tool for the SLA functionality in service desk management. But this report does not give all the information we want to have. So do we also like te have the average response times. Does anybody have a custom ABAP-report which we can use ??
    Regards,
    Gert-Jan van Holland

    Thankyou for your reply, but i cannot see any differences in CRM_DNO_MONITOR transaction and that should be shown the product right and i still got my "first respons time and date , completion time and date blank. ? i already activate the action. Please guide me what should i do next, after i activate the action.
    Many thanks
    dinie.

  • Service Desk Message - Sold-to Party and Reported by

    Hi Team,
    The Sold-to Party, Reported by are automatically populated in CRMD_ORDER whenever I create Service Desk Message from Satellite Systems, But when I create Support Message in Solution Manager, these does not get populated.
    Thanks,

    Hi NIshkam ,
    If you are creating the support message from help->create support message in solution manager
    Please check the following
    1. Whether the solution manager is set up in the I-Base in transaction IB52.
    2. Check if your ID is maintained in the identification tab of Business Partner for the    solution manager server.
       (path : transaction- BP -> enter the login ID ->Select change in BP role as Business Partner (Gen.)
                -> Select the Identification tab.)
       your ID should be maintained as below for the solution manager:
    ID Type              System - Installation Number - Client - BP ID
    CRM0001             zzz   - xxxxxxxxxx          -   999  - login ID.
    if these are done then system should be able to recognize the reported by and sold to party.
    if you are using CRMD_ORDER trasnaction for the creation of the support message, then the reported by field, SAP Component field and I-Base are entry fields and are not automated. On entering these and save the reported by , support team and Sold to party will be determined base on your configuration.
    check if this of help,
    regards,
    Srinivas
    Edited by: Srini24 on May 4, 2010 9:06 AM

  • Report on Subject field of Service Desk

    Dear all,
    In our Solution Manager, we use the Service Desk and in here we use the Subject field to make a distinction between all msgs.
    Using the Transaction Monitor, it is possible to filter on the values of this field (section Subject w/ fields Catalog/Code Group/Code), and it the result list it is possible to add these fields as columns. However the value of the Subject field is never shown in the result list. The columns Code/Short Text for Code are always empty, even though when you double click the msg and go into detail mode, a value is assigned to the Subject field.
    I heard that this can be normal, and that a link (or something) needs to be established between the fields so that the column in the report will be populated with the correct value.
    Anyone who knows how to do this or had the same issue before?
    Thanks a lot for your help and any help is highly appreciated!
    Best regards,
    Roel

    Hello Roel,
    The implementation you found is the standard...You are adviced to create a new Z implementation....
    You can refer the standard implementation to figure out how to develop a new z implementation...
    Also the documentation of this BADI gives enough clues as to how this badi can be used and implemented....
    i dont have access to systems these days... i could have provided you with the code, if i would have had access to the system....
    Inspire ppl by rewarding.....
    Regards,
    Anand....

  • Crystal Reports and Service Desk

    I notice there is some integration between Crystal Report and Service Desk, but I need some assistance on how to get started to create Crystal Reports that will view the Service Desk data.
    Is there any documentationon this functionality?
    Thanks
    Simon

    .

  • Reporting on line pickups for service desk

    Hi,
    I wondered if it's possible to run reports to give me data on how many times a person picks up a particular line.
    We have a very simplified Helpdesk system. One line which is added as a line on the device profile of each service desk agent.
    As the service desk agents are 5 remote locations across Europe, it's impossible for me to know who's picking up.
    I'd like to find some statistics to show me how manys times each person is picking up the service desk line.
    Is this possible? and how?

    WIth your current shared line setup, you can use CDR/CAR (From CUCM -> Cisco Unified Serviceability -> CDR Analysis and Reporting -> CDR -> Search -> By User/Extention).  Select your date criteria keeping in mind that it's in UTC.  Then click the 'view' link in the far right column and you'll find the answering phone device name in the DestDeviceName field.
    It's not quite as cumbersome as that sounds, but this is a fairly limited reporting system - namely the 100 records at a time limitation.  Depending on your call volume, and any other complex needs, you may want to opt for a 'real' CDR system.  There are a number of 3rd party apps (just a few listed here):
    http://www.veramark.com/
    http://syn-apps.com/
    http://2ring.com/tas
    http://splunk-base.splunk.com/apps/25504/splunk-for-cisco-cdr
    If you aren't looking to spend any money and don't want to develop your own CDR app, then you may want to consider replacing the shared line with a hunt group/list.  You'll eliminate the need to drill down into the CMR data (clicking the 'view' link step above) so you'll only have to count the search results unless you want hourly data or something more complex.
    hope that helps,
    will

  • How to Implement BW in IT Service Desk/IT Help Desk /IT Complain Surveillance Dept/IT Customer Support Dept?

    Hi
    If a organization have 200 to 300 daily complains of there IT equipment/Software/Network e.t.c.
    How to Implement BW in IT Service Desk/IT Help Desk /IT Complain Surveillance Dept/IT Customer Support Dept?
    Is there any standard DataSources/InfoObjects/DSOs/InfoCubes etc. available in SAP BI Content?

    Imran,
    The point I think was to ensure that you knew exactly what was required. A customer service desk can have many interpretations from a BI perspective.
    You could have :
    1. Operational reports - calls attended per shift , Average number of calls per person , Seasonality in the calls coming in etc
    2. Analytic views - Utilization of resources , Average call time and trending , customer satisfaction , average wait time
    3. Strategic - Call volumes corresponding to campaigns etc , Employee churn and related call times
    Based on these you would then have to construct your models which would be populated by data from the MySQL instance for you to report.
    Else if you have BWA you could have data discovery instead or if you have HANA - you could do even more and if you have a HANA sidecar - you technically dont need BW. The possibilities are virtually endless - it depends on how you want to drive it and how the end user ( client ) sees value in the same.

  • 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....

  • Service Desk - Status of messages on Portal

    Hi,
    We are using Solution Manager 7.0 and Enterprise Portal 7.0. We are using the Service Desk functionality via Portal.
    Is there a way we can show the status of messages to the user on Portal? We do not want to use SAP Transaction iViews to show reports on the Portal.
    I saw that there is a Webservice available for an earlier version of Solution Manager. Is there a web service available for Solution Manager 7.0, which can be consumed in Portal to show the status of the message?
    Thanks,
    Priya

    Wel now users can access remotely via web using the standard interface or Workcenter for which they dont have to login to solman using SAP GUI
    it a web based interfact not only for reporter but processsor too
    But if only interested in webservice which are available then check this out
    https://websmp202.sap-ag.de/~sapdownload/011000358700003503092006E/ServiceDesk_WebServiceAPI.pdf
    Regards
    Prakhar
    Edited by: Prakhar Saxena on Apr 2, 2009 2:12 PM

  • Service Desk: Support team determination - Action Logs error

    Hello experts,
    I have customized the service desk functionality in Solman 7.0 EHP1 according to SAP help and the various (very helpful blogs from sdn). When I create a message from satelite system the "Support Team" field is already filled with the correct  business partner, but when I look into the ACTIONS tab I see the following error message (red light) "Find support team responsible, when message is created". In the processing log I have the following entries:
    "Processing CRM_DNO_PARTNER_1 Is Started"
    "Action could not be successfully executed".
    Additional no Email is sent to the BP SUpport team even I have customized it accourding to the blog from Tammy Powlas "Service Desk Support Team E-mail Notification".
    When I open the created message in change mode and save the message (without any changes), then the email is sent correctly.
    Can anyone give me a hint, what I did wrong.
    Thanks in advance,
    Thomas

    Hi Thomas,
    When the PDF is generated during the creation of the message, some information is not yet available to the smartform program, so most of the fields are not filled. In order to have the complete PDF, you have to send the e-mail after the document is completely created, which means using the processing time "Processing when saved" (and then you have to open the message and save), or via Job using the Processing time "Processing using selection report", and scheduling the job as mentioned by Cristiano. In this case no e-mail will be created immediately as you wish (I did not use "sent immediately" , but "created immediately", because it also depends on your SCOT job which will send the e-mail). In my case I did not need to send in the e-mail details such as System ID, SAP Component and System details to the Support team, only the message number, priority and description.
    If you decide to schedule the job, create a variant as explained by Cristiano. Enter the Application CRMD_ORDER, Action profile, Action definition if you want to specify which action or actions you want to execute (if you only want to schedule the job for your email to support team action, put this action definition here), Promotion status "0", keep empty field Processing type (do not put INT for e-mail), and select Processing Time "Processing using selection report". Keep dates in blank. Set  "Processing without dialog" on. It's very important that you configure your action to be executed via report, as I said in the beginning, otherwise the job will not work and you will have the "0 actions have been selected" message. Also schedule your job periodically with a very short interval if you have many messages created each hour. It also depends on your SCOT configuration. The CRM action job will only send the e-mails to the queue.
    The business partner assigned to the user that holds the position below the org unit should be entered in the message processor field, but this should not cause any error in the action that determines the Support Team business partner, as this field is correctly determined. Did you configure any other action or BADI to fulfill the message processor automatically? The standard SLFN0001_ADVANCED_FIND_PARTNER action as far as I know will not do it.  I have Solution Manager 7.0 with SP25 and I don't have any error message in the FIND_PARTNER action, it is all green.
    If you did not create yet any action or BADI implementation for the message processor, and if you have only one business partner (person) assigned to your support team, as you described (one Org Unit, with one position and one member), you can do the following:
    - Go to the Access Sequences definition and copy access sequence 0009 (organizational data: employee for an org. unit). In the Individual Accesses change the Source from Department to Support Team.
    - Go to the partner determination procedure and for the SLFN0004 select the access sequence just created.
    This access sequence uses Rule AC10000258 to determine the business partner Employee of an Org Unit.
    Try to create a new message and check if it works. This rule does not work if you have many members below one support team.
    You may also check SAP note [1041455|https://websmp130.sap-ag.de/sap%28bD1lbiZjPTAwMQ==%29/bc/bsp/spn/sapnotes/index2.htm?numm=1041455].
    Regards,
    Raquel
    Edited by: Raquel Cunha on Mar 3, 2011 4:30 PM

  • Service desk: Hide links (queries) in the work center view

    Hi,
    we are using the service desk towards our customers.
    Basically we have to sets of roles: one for consultants (ourselves) and one for our customers.
    Our customers are entering the service desk through a web-interface.
    If the consultants enters the web-interface, they can see reports and queries to the left, and they can open and edit tickets.
    If the customers enters the web-interface, they cannot see queries and reports in the left navigation bar, and they can not open and edit tickets.
    Now we need a third possibility:
    A customer need to open and edit tickets, but they should not be allowed to define (or even execute) queries.
    Because when they can define queries, they get access to see all other customers tickets. And that is not good.
    How to obtain this?
    Thanks a lot in advance.
    / peter

    Based on your comments, I take it that you may not implementing a formal first level support who can perform these tasks as recommended by solman standard. If you are, your customer can request reassignment using their reply option, and the support tech performs the task. You can implement some sort of email notification process to inform the new BP.
    Alternatively, I can suggest two modifications if you have a developer at your disposal:
    1) in your solution manager system, clone the incident create web dynpro to ensure population of the required fields to the customer and to suit your requirement. Here you can also remove the SU15 text id checks.
    2) in your satellite system, modify the function group which triggers the create incident process and have it launch the cloned web dynpro above.
    My apologies, I don't have access to a solman system immediately to give you the exact object names for the above suggestions.
    Cheers,
    P

  • Service Desk Workcenter

    Hi ,
    We have setup service desk and want all the users to work on workcenters,created two test users
    1.processor
    2.enduser
    Scenario: when a new msg is crated, the message is processed by processor and when he needs additinal info, he set sthe status in customer action, which triggers a mail to reported by(enduser)
    Now,the end user will update the message and add an attachment, which is possible with std workcenters(SAP_SMWORK_BASIC,SAP_SMWORK_INCIDENT_MAN)
    but enduser should also be able to see the edit button, because he need to set the message back in process  and should not not see  action buttion in workcenter(want to restrict him from performing actions)
    any helpful inputs would be appreciated

    Hi,
    as I correctly understand your issue, you want to restrict the access to the particular action and you already acheived the status restriction.
    >Yes i want to restrict the actions for enduser in workcenter(not one actio,n want to disable the action button for him , it  
              shud not appear when he click on edit) and status restriction i achived by creating authorization key
    In this case, we followed te otherway round in my system, Like change the action definition "Schedule Automatically", this never show the action in tool box.
    > i dont want "schedule automatically", becas it will not appear in action tool box for all users(but i need actions to appear for processor user ex: send to SAP shud)
    since the enduser couldnt set the status as "In process", so te action for the inprocess status never triggered for them.
    > did not understand what you mean here
    It will trigger when the processor set the status.
    > did not understand what u meant here
    also i have another clarification, how can we manage the edit, expert mode...etc buttons and TABS like overview , attachments...etc. so that i can create workcener views  for differnt types of users

  • SOLMAN 7.1 SP10 CRM UI Service Desk - How to clear / remove Message Processor on a particular status

    Hi Experts,
    I have a requirement to remove the stated Message Processor, when the incident / Service Desk ticket is being saved using a particular status (Eg: Sent to Level 1).
    Appreciate if someone can guide me how this can be done (whether using simple PPF (tcode SPPFCADM) or we are forced to use BFR+
    Thanks in advance
    Regards
    Shahul

    The solution is here
    SOLMAN 7.1 CRM UI - "Reported By" Empty
    Thanks to Ash.

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