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Former Member

Service Desk: How to time stamp initial response time

Hi,

According to ITIL standards, I would like to keep track of the time that passes from the time a ticket is created in the helpdesk and until the ticket is set to status in progress by the technician. Ideally, this timestamp should be put in a place where it is easy to create reports on at a later stage, for instance in the field time stamp or response time that are both visible in the TA CRM_DNO_MONITOR.

Has anyone implemented this already? If so, how did you do it?

Thanks,

Thomas

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  • author's profile photo Former Member
    Former Member
    Posted on Feb 26, 2009 at 02:22 AM

    Thanks Thomas Starlit. I will ask our ABAP team to help modify on it.

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    • Former Member

      Hi,

      There is a badi for enhancing CRM_DNO_MONITOR it can be help full try this one

      Path:

      Spro- Customer Relationship Management-Transactions-Settings for Service Processes-Business Add-Ins-Enhancements for Service Process Monitor

  • Posted on Jan 06, 2009 at 04:39 PM

    Hi,

    We don't have any standard report for this. This definitely can be achieved by modifying CRM_DNO_MONITOR. This was achieved in my previous company earlier.Will post it if I get the code snippet.

    Feel free to revert back.

    --Ragu

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  • author's profile photo Former Member
    Former Member
    Posted on Feb 24, 2009 at 08:52 AM

    Hi Raguraman,

    Have u get the code snippet for modifying CRM_DNO_MONITOR?

    Thanks.

    regards,

    ng chong chuan

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  • author's profile photo Former Member
    Former Member
    Posted on Feb 25, 2009 at 01:58 AM

    Dear Thomas Starlit,

    Yes, i notice that in webgui there was a report show on initial response time but our customer want on finish/completion time for specific ticket.

    Or else we need to ask ABAP to modify tcode CRM_DNO_MONITOR?

    regards,

    ng chong chuan

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    • Former Member

      Hi,

      Yes, indeed, the CRM_DNO_MONITOR needs a modification in case you want to display the initial response time in that transaction. I have checked with SAP development and they say there is something coming up "in a later support package" but that could take months...

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