In Solution Manager 7.2, is it possible to report on the duration between Statuses?

[former_member567739]

Good day,

Is it possible to report on the duration between incidents for ITSM incidents?

So, for example, the duration between status "New" and "Resolved" or "New" and "Acknowledged".

Another was to report on the duration that Incidents took in the status "In Process".

Thank you in advance for your assistance.

Regards

Mo

[TammyPowlas]

Hi - a lot of this is already available in the standard BW content for ITSM solution manager - have you tried activating it? It is very good.

[former_member567739]

Thank you for your response Tammy.

BW content has been activated on Step 4 of IT Service Management configuration. The Issue is that the fields required for the reports are not known.

[shalinrogerb]

Dear Hassim,

I don't think there is any standard report that gives you the duration for every status change. You can export the data from table CRMD_ORDERADM_H and CRM_JCDS, compare, manipulate and get the desired report if you want to avoid a Z report. If you have an option to customize, you can make use of the above two tables and build the logic.

[sabatale]

Hello,

Yes, it's possible. You can take a look at the following links for standard and advanced ITSM reporting:

https://help.sap.com/viewer/0611cd2e5d1e403c9ee7b6efad89e81b/7.2.07/en-US/a29539cb0ca64e61899f567de3...

https://help.sap.com/viewer/7c5afcc6dd314d4f86a92bcd3be9bab9/7.2.07/en-US/96ab9a807d6149989184f85800...

Alex