Solution manager last action time

Question

Dear Expert,
I know in crm_dno_monitor have on column show "Change On"-it show the last action for complete the ticket.
Now my concern is in crm_dno_monitor, is there any posibility to show on last reply time? i mean the consultant last reply solution to customer while the ticket haven close yet.
As after consultant send solution then might wait for long time until customer close the ticket. So it will longer our resolution time.
Please advice any solution for that as might enhance on crm_dno_monitor?
Thanks
regards,
ng chong chuan

Answer 1

hi,
1. first you copy the profile and then you add (or copy the action)
for support message we use SLFN0001 but I guess for AI_SDK_STANDARD this is about the same.
the developer has developed his own ( method ) implementation of the badi EXEC_METHODCALL_PPF
filter PPFDFLTVAL with a new filter value Z_SET_LAST_SOLUTION_TIME (something like that in your case)
if you have 3 fields Just add some coding like
    lv_value-guid             = lv_guid_ref.
    lv_value-ZZCUSTOMER_H0101 = ls_customer_h-ZZCUSTOMER_H0101.
    lv_value-ZZCUSTOMER_H0102 = 'Xxxxxxx'.
   lv_value-ZZCUSTOMER_H0103 =  post time. (ask a programmer to define the write code)
2. just add the new field(s) as new attribute
3. I don't understand your question. Your programmer needs more info ? I am not a programmer and I can't help you further, if he knows programming he should know how to implement a new method
Note : All of this is working if you schedule the action under the right condition via customizing or directly by Calling transaction SPPFCADM and select CRMD_ORDER , select your action profile
br Xavier