SAP Service Ticket: Use of due date and traffic light

[Former Member]

Presently our company is not doing much with the traffic light and due date when managing our tickets from the inbox. If there is someone making use of these, I would like to know what are some your your Best Practices. Ideally we would like to use these to improve our "issue to resolution times".

We are using CRM5 and we will be updating to CRM7 in May of 2010.

Any eperiences that you would like to share are greatly appreciated.

Regards,

rr

[Former Member]

Hi,

We have used this functionality for IC-Agent Inbox. Our Inbound agents can search for the service tickets in there Agent inbox. The tickets are displayed with Due date for the resolution as per the SLA based on the subject and code group. This helps them in understanding of the ticket resoultion time .

also the Different Symbols are used for the tickets

1.Tikects which are still within SLA but are not resolved are classified by Yellow Colour

2.Tickets which have violated the SLA are cassifed with red colour

3.Tickets which are completed within SLA are classified by Green Colur Symbol.

Pls. revert if you have any queries.

Regards,

Uday Borse