on 01-06-2009 3:06 PM
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
Thanks Thomas Starlit. I will ask our ABAP team to help modify on it.
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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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Hi Raguraman,
Have u get the code snippet for modifying CRM_DNO_MONITOR?
Thanks.
regards,
ng chong chuan
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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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