cancel
Showing results for 
Search instead for 
Did you mean: 

Time spent on a support ticket by SAP

Former Member
0 Kudos

Hi

We are using incident management via SAP Solman 7.1, we have not configured any BW report yet.

We want to findout the time duration for an SAP reply after forwarding to SAP, e.g the time duration between status "Sent to SAP" and "Customer Action" or "SAP Proposed Solution".

Regards

Accepted Solutions (1)

Accepted Solutions (1)

TomCenens
Active Contributor
0 Kudos

Dear Hasan

It's possible to use Time Recording in Incident Management.

This document might be what you are looking for:

http://scn.sap.com/docs/DOC-27296

SAP help related pages:

http://help.sap.com/saphelp_sm71_sp01/helpdata/en/d5/299631364d4e959c6609ca3bc24740/content.htm

http://help.sap.com/saphelp_sm71_sp01/helpdata/en/e0/028e7bdf6a4b4481457576ef6a6c29/content.htm

Best regards

Tom

Former Member
0 Kudos

Thanks Tom for your reply

Kindly correct me if I am wrong, the time recording feature enable support team to record time spent in solving the support ticket. I want to find out the response time by SAP like when we send a support ticket to SAP via OSS , how long will it take to response by SAP?

Is there any way to find out this??

TomCenens
Active Contributor
0 Kudos

Hi Hasan

I haven't heard of such functionality that's why I provided the functionality that can come close, you could measure it but yes indeed, it requires some manual effort from the end-user.

You might want to ask Tammy Powlas about it, she might have more details (she is the author of the time recording document).

Please update this thread if you find out more / have more information / other insights so others can also benefit from it later on.

Best regards

Tom

Former Member
0 Kudos

Thanks Tom

I actually have already activated this feature but its not helping to find out the details my management wants to know.

Regards

TomCenens
Active Contributor
0 Kudos

Hi Hasan

Ok, perhaps knows about an alternative or some kind.

Best regards

Tom

TammyPowlas
Active Contributor
0 Kudos

There is duration reporting that comes with BI/BW content as well in Solution Manager 7.1 so any ticket you send to SAP you could capture how long it takes them to respond and resolve.

Regards,

Tammy

Former Member
0 Kudos

Thanks Tammy for your response

Can you please guide me how to configure the that BW report in Solman 7.1?

Regards

Sidra

TammyPowlas
Active Contributor
0 Kudos

There's no configuration that I can recall - the BW content should be activated via SOLMAN_SETUP (which is a Basis activity) - that activates BW inside SolMan along with the BW content.

Then you should see the BEx reports/Queries if everything worked - the word 'duration' is in the BEx query title

My past experience is that failures occur when proper authorizations are not set up.

Answers (1)

Answers (1)

TomCenens
Active Contributor
0 Kudos

Hi Hasan

This note is also relevant but again, the functionality you would want to see doesn't seem to be amongst the possible KPI's:

Note 1504004 - KPI - Measurement Platform Setup in the SAP Solution Manager

Best regards

Tom

TomCenens
Active Contributor
0 Kudos

Hi Hasan

Another interesting SAP notes which might point out something that could be of use:

Note 1421507 - Incident Management Reporting Central Note

The Incident Management Reporting provides two reports which cover the following key figures:

  • Number of messages grouped by different characteristics
  • Duration of message states grouped by different characteristics


You could take a look at that reporting, it might serve the purpose.

Best regards

Tom

Former Member
0 Kudos

Thanks Tom

The above mentioned report seems quite relevant.

But this report is based on BW, isnt it??

Regards

TomCenens
Active Contributor
0 Kudos

Hi Hasan

Yes, looks like it.

Best regards

Tom