How to measure time spent of completing/finishing service desk message?

[Former Member]

Hello experts!

How is it possible in service desk message to track time that is spent on solving the service desk message?

In our case service desk message is used in alternative purpose: a way to monitor development requests in SAP. Therefore service desk message statuses are modified and they are used as way to report in what phase development work is. We have created status to express when development work is carried out to production: "Released to Producion".

Now the need is to measure time spent starting from creation of service desk message til the develpment is imported to production (Released to Prodction). There is already by default field "Created On" which we can use to measure starting point of development work. Now we would need to find place which would record date when status is changed to "Released to Production". Then we could build prgram that calculates time spent between field "Created On" and date "Released to Production"

From service desk message listing (CRM_DNO_MONITOR) I found following 2 fields in layout: "Date of first response" and "Date for Completion of Transaction Item". How to use them in service desk message? How it is determined information into those fields?

Br,

Arto

[RajeevP]

Hi,

You may please check the configuration part of SLA. This might help you : http://www.renet-web.net/2009/07/21/slas-made-easy-in-sap-solution-manager/

The 'Date of first response' is the time when message is taken for processing and the other one is the time when message truns to have the status 'Finished or Resolved'.

If you are intended to build a program to determine the time for the different status changes, you might be intersted in checking the Extras--Change Documents in your message.

Rajeev