How to generate value for Time & Date of First Response

[Former Member]

Hi,

Currently we check manually every Solman ticket to extract Time & Date of First Response. Our management required report on this area to identify how quick first human response towards every ticket.

We notice that there are column called Time of First Response & Date of First Response in transaction code CRM_DNO_MONITOR: Transaction Monitor - Service Processes. However, these two columns are blank. Do anyone know how to generate value for these two columns?

Thanks

[Former Member]

Hi,

I would suggest you to check the time recording functionality, see

details in:

http://help.sap.com/saphelp_sm70ehp1_sp26/helpdata/en/d5/299631364d4e959

c6609ca3bc24740/content.htm

Another possibility is configuring the Service Level Agreement, see

details in SDN blog:

Service Desk: SLA configuration hints

https://weblogs.sdn.sap.com/pub/wlg/24813

or

http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/24813

Thanks

Regards,

Vikram