CRM_DNO_MONITOR field: initial response time

[Former Member]

Hi,

In CRM_DNO_MONITOR we were able to see all the data except 'Initial Response time' of Service desk message.

Kindly let us know, how to configure so that 'Initial Response time' should be displayed in CRM_DNO_MONITOR.

Thank you!

[khalil_serrhini · Accepted solution]

Hello Jerome,

understand better... sorry. Well unfortunately this value is not available in report CRM_DNO_SERVICE_MONITOR cause when you take a look to the structure used for the display table no field was created for that.

If that's something YOU NEED to implemement: here is the procedure

- do a structure append of CRMT_DNO_SERVICE_MONITOR to add field Initial Response Time - ZINITRESPTIME

- Then Use Badi CRM_DNO_MONITOR to fill the column Initial Response Time for CRM_DNO_MONITOR Transaction

In this Badi you can use Class: CL_DSMOP_REP_CRM, method: get_first_react_time as done by SOLAR_EVAL.

You should put a breakpoint in CL_DSMOP_REP_CRM->PREPARE_SIMPLE_OUTPUTLIST to see how standard handled that. That will definitely help u or the developer you might need

Hope that helps,

Regards,

Khalil

[prakhar_saxena]

Hi Jerome

If you want to see that value you need to implement SLA for Service desk

If you implement service desk sla

you have 2 fileds appearing with information First Response time and Resolution Time in crm_dno_monitor

Check the advanced service desk guide here (pg 40 around)

https://websmp204.sap-ag.de/~sapidb/011000358700000122472008E.PDF

Hope solved ur problem

Regards

Prakhar

[khalil_serrhini]

Hi Jerome,

can u please explain more your requirement. I mean what is reponse time ? Is it a specific date in your Z date profile ?

Regards

Khalil

[Former Member]

Hello,

Thank you for your reply.

Initial Response Time as seen on SOLAR_EVAL transaction: Service Desk Report.