Service Desk: How to time stamp initial response time

[Former Member]

Hi,

According to ITIL standards, I would like to keep track of the time that passes from the time a ticket is created in the helpdesk and until the ticket is set to status in progress by the technician. Ideally, this timestamp should be put in a place where it is easy to create reports on at a later stage, for instance in the field time stamp or response time that are both visible in the TA CRM_DNO_MONITOR.

Has anyone implemented this already? If so, how did you do it?

Thanks,

Thomas

[Former Member]

Thanks Thomas Starlit. I will ask our ABAP team to help modify on it.

[Former Member]

Hi,

There is a badi for enhancing CRM_DNO_MONITOR it can be help full try this one

Path:

Spro- Customer Relationship Management-Transactions-Settings for Service Processes-Business Add-Ins-Enhancements for Service Process Monitor

[Former Member]

Dear Thomas Starlit,

Yes, i notice that in webgui there was a report show on initial response time but our customer want on finish/completion time for specific ticket.

Or else we need to ask ABAP to modify tcode CRM_DNO_MONITOR?

regards,

ng chong chuan

[Former Member]

Hi,

Yes, indeed, the CRM_DNO_MONITOR needs a modification in case you want to display the initial response time in that transaction. I have checked with SAP development and they say there is something coming up "in a later support package" but that could take months...

[Former Member]

Hi Raguraman,

Have u get the code snippet for modifying CRM_DNO_MONITOR?

Thanks.

regards,

ng chong chuan

[Former Member]

No, it seems aforementioned code snippet is vapourware.

However, if you use the web based interface and run the reports, you can actually get the initial response time per ticket.

[raguraman_c]

Hi,

We don't have any standard report for this. This definitely can be achieved by modifying CRM_DNO_MONITOR. This was achieved in my previous company earlier.Will post it if I get the code snippet.

Feel free to revert back.

--Ragu

[Former Member]

Hi,

Any news on the code snippet?

thanks

Thomas