This query provides you with an overview of service tickets. The query contains a full set of all characteristics and key figures that are available for interactive reporting in SAP Customer Relationship Management (SAP CRM) for the report area Service Tickets
.
For information about the report areas in SAP CRM, see Report Areas for Interactive Reports.
This query is based on the InfoProvider /CRMBW/CSRV_C01.
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Characteristic | Application Server |
/CRMBW/APPLS |
Application server (/CRMBW/V_APPLS) |
Characteristic | Logical System |
/CRMBW/LOGSYS |
Source system (/CRMBW/V_LOGSY) |
Characteristic | Selection ID |
/CRMBW/SELID |
Selection ID (/CRMBW/V_SELID) |
Characteristic | User Name |
/CRMBW/UNAME |
Current User (/CRMBW/V_UNAME) |
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Characteristic | Week (Posting Date) |
0CALWEEK |
|
Characteristic | Month (Posting Date) |
0CALMONTH |
|
Characteristic | Quarter (Posting Date) |
0CALQUARTER |
|
Characteristic | Year (Posting Date) |
0CALYEAR |
|
Characteristic | Posting Date |
/CRMBW/POSTING |
|
Characteristic | Service Ticket |
/CRMBW/SRV_ID |
|
Characteristic | Service Ticket Type |
/CRMBW/PROCESS |
|
Characteristic | Status |
/CRMBW/SRV_STC |
|
Characteristic | Status: Open |
/CRMBW/STATOP |
|
Characteristic | Category ID |
/CRMBW/CAT_ID |
|
Characteristic | Employee Responsible |
/CRMBW/PERSON |
|
Characteristic | Responsible Group |
/CRMBW/RESP_GR |
|
Characteristic | Priority |
/CRMBW/PRIORIT |
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Key Figure | Lead Time |
/CRMBW/LC_SRV |
— |
Key Figure | No. of Service Tickets |
/CRMBW/NUM_OF |
— |
Key Figure | Average Lead Time |
CRMBW_AVLEAD |
Lead time / number of service tickets |
Key Figure | Closed Service Tickets |
CRMBW_NUM_CL |
— |
Key Figure | Closure Rate |
CRMBW_CLRATE |
Closed service tickets / number of service tickets * 100 |
Key Figure | No. of Closed Items |
/CRMBW/NUM_OFI |
— |
Key Figure | Compl. by SLA Date |
/CRMBW/KF_SRV |
— |
Key Figure | Service Tickets 0-7 Days |
CRMBW_NUM_07 |
— |
Key Figure | Service Tickets 8-30 Days |
CRMBW_NUM_830 |
— |
Key Figure | Service Tickets 31-60 Days |
CRMBW_NUM_316 |
— |
Key Figure | Service Tickets > 60 Days |
CRMBW_NUM_60P |
— |
Key Figure | New Service Tickets This Month |
CRMBW_NUM_NM |
— |
Key Figure | Open Service Tickets |
CRMBW_NUM_OO |
— |