Custom Key Figure to Count the number of Employee in Ticket

[former_member535853]

Hi Team,

We are looking for key figure to count number of employee, who reported tickets in Employee Service Ticket,

Example: When employees reported 100 tickets in month, need count of employees who reported theses tickets, (out of this 100 tickets 15 employees raised multiple tickets so employees count is 15), tried to create restricted key figure for employee count but is giving same count as ticket.

Regards

Rachappa

[former_member277097]

Hello Rachappa,

Here is a suggestion of what you could try in order to achieve this requirement, using the system standard solution.
In our example we will use the standard report All Tickets [SEODSRQDTS01_Q0001], however you may use any report that brings all the tickets created in the system.

1. Create 2 Key Figures (in Business Analytics work center > Design Key Figures view) as follows:

a) Create a calculated key figure (let's call it "Counter to 0") that will turn the counter into 0. The formula should be "[Counter] - [Counter]"
* This key figure will be based in the data source in which the report is based on. In our example the Data Source Ticket Time Points and Contact Party [SEODSRQDTS01 ].

b) "Count 1 per Employee": Create a calculated key figure named Count 1 per Employee that sums the recently created "Counter to 0" + 1. The formula will look like "[Counter to 0] + 1".
b.2) After defining the formula for this KF, go to step 3 (Properties) and set the option Calculate Result as to "Total". Save the Key Figure.

The objective here was to enable us working with the counter to show us the value 1 per each report line, instead of showing the total tickets created per line, considering that each line will represent one employee (who created tickets)

2. Create a new report as copy of All Tickets [SEODSRQDTS01_Q0001].
This report should contain the key figures created in step 1.

3. Execute the Report: Copy of All Tickets in UI (Business Analytics work center > Design Reports view)

4. In the report selection, open the Add Fields option.

5. Expand the "Ticket" hierarchy

6. Select the field "Created By" into the report and into report selection

7. Go to "Available Fields" tab in the report

8. Add the field "Created By (Ticket)"

9. Go to "Rows & Columns" tab in report

10. Click on the field "Created By (Ticket)" and click on Show Settings

11. In General tab, set the option "Result Row" to "Show"

12. Update the report results. The same will display a Result Row which should show under the key figure "Count 1 per Employee" with the total of users who have created tickets in your system.

I believe this would suit your requirement. Alternatively, you can also export this report into excel - if needed - to apply additional filters and formulas.

If the above approach does not fit into your requirement, though, then we would strongly recommend you reaching out to either your Implementation Partner or to our SAP Customer Expert Services (at <https://www.sap.com/services/cloud/customer-experience.html> ) in order to build a customization on top of the system.

Best Regards,
Marlon Gräwer