Service Desk - Timesheet

[former_member303277]

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...

[Former Member · Accepted solution]

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

[former_member303277 · Accepted solution]

Roel,

Thanks for your answer. I have this book and it really suggests something very close to what I need.

This is one of my options but I was wondering if there's another alternative, one that could be a little easier for the attendant to use. The book's implementation uses another tab just to allow the attendant to inform this times. I wouldn't like to make him change his regular behaviour just because of this simple information.

I thought about putting it in the Fast Entry screen or in the Transaction Data -> Overview, but I couldn't find a way of doing that without dealing with the standard code.

Any other ideas?

Thanks,,,

[Former Member · Accepted solution]

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