Analyze Service Desk Messages Enhancement

[Former Member]

Hi,

I'm trying to enhance this program RDSWP_REP_SERV_DESK_SE to create additional fields/data in the report.

Is it possible? Do I need to create a custom program or is there any BADI/User Exit can be used for this?

Thanks!

[khalil_serrhini · Accepted solution]

Hi Jerome,

for this program i am afraid you ll have to do a copy and add your own selection fields and obviously filter the results before display according to values in your filter.

There is another report that allows you doing reporting on Service Desk tickets (TR: CRM_DNO_MONITOR), pg: crm_dno_service_monitor.

This one allows you through a BaDI adding fields to tab results. The Badi is called CRM_DNO_MONITOR !

This will not allow you adding selection fields BUT you ll be able to filter results on a specific field for example or add columns to the display table (you ll have to do a structure append to the displayed table (structure used CRMT_DNO_SERVICE_MONITOR)

Regards,

Khalil