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Solution Manager Service Desk Time Recording

Solution Manager Service Desk Time Recording

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Published by Dan Urma
Solution Manager Service Desk Time Recording
Solution Manager Service Desk Time Recording

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Published by: Dan Urma on Jun 12, 2013
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Solution Manager Service Desk Time Recording

Applies to:
Applies to Solution Manager 7.0, Enhancement Pack 1. For more information, visit the Application Management homepage.

Summary
Using the Solution Manager Service Desk scenario, you can measure how long it takes to resolve incidents, in accordance with the SUGE N Key Performance Indicator program. You must be on SP 21 or later to use this time recording feature.

Author:

Tammy Powlas

Company: Fairfax Water Created on: 28 December 2010

Author Bio
Tammy Powlas works for Fairfax Water, is a SAP Mentor and ASUG volunteer with the B I and BITI communities. She is SAP-certified in FI, CO, BW, SEM and ASAP.

SAP COMMUNITY NETWORK © 2010 SAP AG

SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com 1

.......................sap...........bpx...................com | UAC ...................................................................sdn.................................................uac..................................................................................com | BPX ........................................................boc....................................................Solution Manager Service Desk Time Recording Table of Contents Service Desk Time Recording ...................................... 11 Disclaimer and Liability Notice..........com | BOC .............. 3 Relat ed Content ...........sap..com 2 ............ 3 Detailed Steps ..................... 12 SAP COMMUNITY NETWORK © 2010 SAP AG SDN ............................................. 3 Background: .........................................................................................................sap..sap.....................

sap.0.sap.Solution Manager Service Desk Time Recording Service Desk Time Recording Solution Manager Service Desk can be used to track the time recorded on a service desk ticket .com | BPX .com 3 .com | BOC .uac.bpx. Background: Prerequisites: Solution Manager 7. you are set up for time rec ording in Solution Manager Service Desk.sdn. SP21 Detailed Steps After following these steps.sap. SAP implemented this feature in response to SUGE N Key Performance Indicator initiative – KP I is “reduce mean time to resolve” incidents.boc.sap. In the IMG. go to Solution Manager -> Scenario-S pecific Settings -> Service Desk -> Service Desk -> Time Recording -> Specify Activity Description SAP COMMUNITY NETWORK © 2010 SAP AG SDN .com | UAC .

sap.sap.boc.com | BPX .sap. go to Solution Manager -> Scenario-S pecific Settings -> Service Desk -> Service Desk -> Time Recording -> Specify Initial Time Unit Value. in the IMG. Click SAVE.sap.uac.com 4 .com | BOC .com | UAC . SAP COMMUNITY NETWORK © 2010 SAP AG SDN .Solution Manager Service Desk Time Recording Select DEFAULT with Activity Description and double -click Select New Ent ries and enter the text above.sdn.bpx. Next.

sap.bpx.com 5 .sap.sdn. enter H for hours Click SAVE.com | BOC .com | BPX .sap. Next.com | UAC .sap.Solution Manager Service Desk Time Recording Select IC WebClient DEFAULT.uac. go to Solution Manager -> Scenario-S pecific Settings -> Service Desk -> Service Desk -> Time Recording -> Set Time Recording Reminder Select Activate Time Recording Select CRM_ORDE R SAP COMMUNITY NETWORK © 2010 SAP AG SDN . in the IMG.boc.

sap.bpx.com 6 .Solution Manager Service Desk Time Recording Click Define Action Profile and Actions Select Action Profile SLFN0001_A DVANCED Double click on Action Definition SAP COMMUNITY NETWORK © 2010 SAP AG SDN .sap.sap.sap.boc.com | UAC .com | BPX .sdn.uac.com | BOC .

Save if you made updat es.com | BPX . Green arrow back a few times.com | UAC .com | BOC .sap.uac.sap.com 7 .bpx.sdn. SAP COMMUNITY NETWORK © 2010 SAP AG SDN .boc.Solution Manager Service Desk Time Recording Make sure the SLFN0001_A DVANCE D_TIME_REMIND and SLFN0001_ADVA NCE D_TIME _RE _MAN are active.sap.sap.

sap.sap. You have 3 options: 1) Inactive – no reminder 2) S = Active with Status Change – any time you change the status of an incident.com 8 .com | UAC .uac. view AIS DK_TR_REMIND SAP COMMUNITY NETWORK © 2010 SAP AG SDN .com | BPX .boc. 3) X = Active with each change.sap. Instead of going through the IMG you can also configure this via SM30.bpx. you are prompted to enter time.Solution Manager Service Desk Time Recording Double click on Set Up Reminder.sdn.sap.com | BOC .

by system installation number. Installation Number: Restricts the messages to be considered.com | UAC .Solution Manager Service Desk Time Recording Calculating the E ffort of Processing Time Trans action: AI_S DK_EFFORT Program: AI_SDK_REPORT_EFFORT Some nice documentation from the help: "Last Change": A time period within which messages were last changed. by message number. "Priority": Only the times during which the messages had this priority are taken into account.sap. "Transaction Type": The transaction type of messages to be taken into account.sap. by subject. regardless of their status.com | BOC .boc. "Only Completed Messages": Only completed messages are to be selected.bpx. System ID: Restricts the messages to be considered.sap. Catalog/Code Group/Code: Restricts the messages to be considered.uac. SAP COMMUNITY NETWORK © 2010 SAP AG SDN . by system ID. Message Number: Restricts the messages to be considered. Category: Restricts the messages to be considered. by category.com | BPX . If the field is not set.sap. all messages are selected.sdn.com 9 .

com | BPX .uac.boc.sap.bpx.Solution Manager Service Desk Time Recording The Selection screen is displayed as follows: The output is shown below: SAP COMMUNITY NETWORK © 2010 SAP AG SDN .com | BOC .sap.com | UAC .sap.sap.com 10 .sdn.

sap.com | UAC .sdn.bpx.Solution Manager Service Desk Time Recording Related Content SUGEN KP I A workflow eye over Solution Manager Service Desk SAP Help: Incident Management For more information.com 11 .sap.com | BOC .sap.uac.com | BPX .sap. visit the Application Management homepage. SAP COMMUNITY NETWORK © 2010 SAP AG SDN .boc.

bpx.com 12 . Changes made based on this information are not supported and can be overwritten during an upgrade.sap.com | UAC .sap. code or methods suggested in this document. SAP responsible or liable w ith respect to the content of this document.sdn. SAP offers no guarantees and assumes no responsibility or liability of any type w ith respect to the content of this technical article or code sample.sap.uac. You agree that you will not hold. SAP COMMUNITY NETWORK © 2010 SAP AG SDN .Solution Manager Service Desk Time Recording Disclaimer and Liability Notice This document may discuss sample coding or other information that does not include SAP offic ial interfaces and therefore is not supported by SAP.com | BPX . including any liability resulting from incompatibility betw een the content within this document and the materials and services offered by SAP. or seek to hold.sap. SAP w ill not be held liable for any damages caused by using or misusing the information. and anyone using these methods does so at his/her own risk.com | BOC .boc.

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