on 02-22-2007 7:24 AM
Hi everyone,
I've had a very urgent question from the head of my department:
Is it possible to write my spent time/hours via the Solution Manager to a SAP-managed time sheet (like CATS)?
For example:
When I receive a call/support message and let's say that the start time begins when the status is changed to "In process" and the end time is when the status is changed to "Confirmed". The time between the beginning and ending should be logged/written somewhere. If we work on an hourly basis, then we eventually must bill all the spent hours to the customer.
I searched everywhere, but I cannot find anything..
Any help/pointers would be greatly appreciated!
Thanks in advance.
With kind regards,
Michael Sital
Dear Michael,
It is possible to do this. With the right customizing in the IMG concerning the integration between Solution Manager and R/3. You should be able to fill in the hours spent on a certain service product in a Service confirmation (a follow-up transaction of support message).
When the spent hours are filled in a Service confirmation and you set the status of the confirmation to "completed". It will transfer the spent hours to CATS. Or if you set the item category of the confirmation to billing relevance it will also transfer the amount and the price to the Billing due list, so you can create a billing document of it.
Hope this information will help you get a little bit further on your research.
Regards,
Anthony Lim
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Hi Anthony,
Thank you so much for replying on my question! Your advice was already quite helpful to me!
But I was wondering if it was possible to measure the actual time spent solving a problem. Not all the time a message is in status "in Process" there is being worked on. I want to measure the pure time I've worked on a message, not the complete time from the statuses "In Process" to "Confirmed". The time actually spent on solving a problem is mostly less than the time between the statuses.
Hopefully you've got some pointers for me on this too!
Thanks in advance!
With kind regards,
Michael Sital
Hey ATC Lim
Is it possible to stop the clock for few minutes..
For Eg,
I have created a new Status profile in which i have two new statues vix Pending and requestor information,,
When i the status of the ticket is Either of the obove the Time calculation (ie the time for the ticket to End) should be stopped for that timespan,,
Or do u have any other workaround..
Dear Michael,
I'm glad my previous answer has help you abit. To answer your next question:
There's not a way I can think of to measure the actual time spent on a problem by the system automatically. This you will have to fill in yourself in the field "actual duration" in the Service confirmation.
Like you said, the actual time is normally less than the time between the statusses, that's why there isn't other way to measure the exact spent time other than fill this in by yourself.
Regards,
Anthony
Hi Michael,
Yes it is possible to assign the spent hours to a call manually. Normally we do this by selecting a (service) product and assign a certain amount (in this case: Hours).
This means you have to determine an item category to your transaction type. This way you can assign the spent hours to your calls.
Hope this will help. If you have questions, please don't hesitate to ask.
regards,
anthony
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