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Service Desk - Timesheet

Hi,

We would like that the Service Desk attendant could take note of the time he spent in each activity during the message resolution, so that we could create a timesheet with the time spent for each attendant, message, client and other information in the message resolution process.

It doesn't look like that the standard Service Desk can handle it, so I was wondering what could be the best way of creating seach functionality.

How are you people handling this?

Thank you in advance...

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    Former Member
    Dec 11, 2008 at 06:33 PM

    Marcelo,

    At the moment this functionality is being implemented in our SolMan instance.

    I'm not doing this myself, however the people involved in this activity told me they are using the book 'SAP Solution Manager Service Desk u2013 Functionality and Implementation' as a reference. Apparently this book is describing a solution for the requirement you describe.

    More details concerning the book you can find here:

    http://www.sap-hefte.de/katalog/buecher/titel/gp/titelID-1793?GalileoSession=10990870A3.fT.-h.5k

    Hope this helps you!

    Best regards,

    Roel

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    • Former Member Marcelo Noga

      Hi everybody,

      I suggest you to add a duration date in the date profil linked to your commercial transaction.

      To customize : Go in SPRO > Solution Manager > Specific Scenario > Service Desk > Standard > Date profil, add a duration date to your date profil.

      If you have less than 3 dates, your duration will be available in the fast entry screen,

      David