Assign multiple person responsible and effort spent

Hi all,

Apparently, we have implemented service desk function in Solution Manager 7.0 (EHP1). Normally, when user creates/logs a ticket, it will flow to SAP support team, and eventually, the ticket will be assign to a support consultant. Although this is possible to assign multiple support consultants (maybe 3 person responsible, which include functional, technical, and BASIS), by adding 3 custom fields at the screen of Fast Entry -> 'Reference' section of transaction code CRMD_ORDER. However, I wish to make it more flexible, as some times there could be more that 3 support consultants to handle a ticket. Is there a way to do this, as 'Reference' section has limited space to add more custom fields?

If the above can be achieved, is there a way to capture the total time spent by all the involved support consultants? E.g. functional spent 3 hours, ABAP spent 4 hours, and BASIS spent 2 hours. Total effort for this ticket is 9 hours.

Appreciate your input.

Thanks and best regards,

Patrick