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Former Member
Nov 27, 2007 at 12:25 PM

How to analyze and evaluate Service Desk Tickets

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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!