kpi reporting in solman

[former_member245036]

Dear SAP expert,

We want to build KPI Report to manage each performance of support processors in our team support.

KPI is defined like this:

  KPI 1: incident respond on time = number of on time respond incident / Total respond incident

  KPI 2: resolved incident on time = number of on time resolved incident / Total resolved incident

our problem is do not know how to get information time respond and time resolved of incident form which tables in the solution manager.

please show us how to do this KPI report

thanks so much

[Former Member]

Hello,

you can use table CRM_JCDS.

There you will find all status changes for your documents. With this information you can calculate your KPIs.

Please referr to table TJ30 to see what technical status value (for example E0001) belongs to our status (for example "New").

Hope this helps,

Christoph