Standard SLA Reports in Service Desk

[Former Member]

Hi All,

Can any one give the list of standard report in service desk to track the SLA based on status like pending, completed, open ... etc.

Thanks,

Ravi.

[Former Member]

check the report CRM_DNO_MONITOR.

In the outpput the issues shown under Green traffic light are met SLA's and Issues show under RED traffic light are Not met SLA's.

Also using the layout you can find the time of response and resolution here,

[Former Member]

Hi Balaji,

There is no standard report availble for measuring the First Response and Completion time. You will have to develop a report with the help of the Developer.Following is the Logic to be used for the same.

Ideal time

This would be calculated based on the parmeters you have set in the CRMD_SERV_SLA.

Actual Time

1. Develope a Z-table for for the clock on -off which will have the inputs as the user status . For ex. Till the point the ticket is in the bin of consultant or the person who is working on the ticket clock will be on , When the ticket will be in the bin of the reprting person the ticket clock should be off.

2. then based on this develope a report which will show the parameters like What should be the ideal time for the first response in the ticket and Completion of the ticket V/s the actual time taken for the same

Hope this will resolve your query.

Regards,

RAJENDRA SONAWANE

[Former Member]

Hi Rajendra,

Can you let me know the exact OOTB process SAP suggests to say First Response SLA is met ?

Amol