on 04-08-2010 11:31 AM
Hi all,
Apparently, we have implemented service desk function in Solution Manager 7.0 (EHP1). Normally, when user creates/logs a ticket, it will flow to SAP support team, and eventually, the ticket will be assign to a support consultant. Although this is possible to assign multiple support consultants (maybe 3 person responsible, which include functional, technical, and BASIS), by adding 3 custom fields at the screen of Fast Entry -> 'Reference' section of transaction code CRMD_ORDER. However, I wish to make it more flexible, as some times there could be more that 3 support consultants to handle a ticket. Is there a way to do this, as 'Reference' section has limited space to add more custom fields?
If the above can be achieved, is there a way to capture the total time spent by all the involved support consultants? E.g. functional spent 3 hours, ABAP spent 4 hours, and BASIS spent 2 hours. Total effort for this ticket is 9 hours.
Appreciate your input.
Thanks and best regards,
Patrick
Hi Patrick,
As a standard there is no way you can add effort anywhere. You can only create custom fields may be under the "Transaction Data" tab --> Custom Addon fields to capture the effort. This tab does not have a limit to the number of fields that can be added.
Hope this solves your issue.
Thanks,
Rinkal
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