on 04-29-2013 12:47 PM
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
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
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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??
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
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.
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
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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:
You could take a look at that reporting, it might serve the purpose.
Best regards
Tom
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