Issue tracking &Time entry in Solman 4.0

[Former Member]

Hi Gurus,

We can successfully create Support desk message in Solman 4.0. But we want to track the time taken to complete a service request/issue and also want to enter time of the consultant who worked on this issue in Solman 4.0. Do we have to develop a report for it or can use an already existing job?

Plz advise.

Thanks in Advance.

Vinod Palli

[Former Member]

Hi,

If you some sort of automatic mechanism to update a "processing time" then you will have to implement a BADI - but doing that is not straight forward (a consultant could be assigned to a ticket for 2 days but have only worked 1 hour on it).

An easier way would be to use products in your service request - and have the consultant indicate the time he spent actually working on the ticket. You can then use the standard CRM_DNO_MONITOR transaction to track this time.

RGds.

[Former Member]

Hi Vinod,

I wondered whether you manage to implement this time tracking in solman in the end? If so are you able to provide any information on how you did this.

Thanks in advance.

Kind Regards

JoJo