Problem Query

Query Query: /CRMBW/SVP_C01_001

This query provides you with an overview of problems in service. 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 Problems.

For information about the report areas in SAP CRM, see Report Areas for Interactive Reports.

This query is based on the InfoProvider /CRMBW/SVP_C01.

Note Note

For the categorization of problems in service, there is a maximum of 5 schemas available, with 10 categories each. In the Problem Query, only eight of these categories are taken into account as standard (see Free Characteristics). If you want to evaluate other categories within reports that are based on this query, you need to extend the query with the corresponding categories.

End of the note.

To use this query, you must activate the business function SAP BusinessObjects Integration and CRM Interactive Reporting (CRM_ANA_BOB).

Structure

Filters
Object Type	Name	Technical Name	Value Restriction / Calculation
Characteristic	Report Area	`/CRMBW/REPORTA`	Problem (SERVICEPROBLEM)
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)

Free Characteristics
Object Type	Name	Technical Name
Characteristic	Subject Category 1	`/CRMBW/CATL11`
Characteristic	Reason Category 1	`/CRMBW/CATL12`
Characteristic	Subject Category 2	`/CRMBW/CATL21`
Characteristic	Reason Category 2	`/CRMBW/CATL22`
Characteristic	Subject Category 3	`/CRMBW/CATL31`
Characteristic	Reason Category 3	`/CRMBW/CATL32`
Characteristic	Subject Category 4	`/CRMBW/CATL41`
Characteristic	Reason Category 4	`/CRMBW/CATL42`

Rows
Object Type	Name	Technical Name
Characteristic	Impact	`/CRMBW/IMPACT`
Characteristic	Urgency	`/CRMBW/URGENCY`
Characteristic	Transaction Type	`/CRMBW/PROCESS`
Characteristic	Priority	`/CRMBW/PRIORIT`
Characteristic	Service Contract ID	`/CRMBW/SRVCONT`
Characteristic	Status	`/CRMBW/PRO_STC`
Characteristic	First Response By	`/CRMBW/PRO_STA`
Characteristic	Sold-To Party	`/CRMBW/SLO_STP`
Characteristic	Country	`/CRMBW/SOL_COU`
Characteristic	Region	`/CRMBW/SLQ_REG`
Characteristic	Sales Organization	`/CRMBW/SLS_ORG`
Characteristic	Responsible Sales Org. Unit	`/CRMBW/SLS_RES`
Characteristic	Distribution Channel	`/CRMBW/DIS_CHA`
Characteristic	Service Organization	`/CRMBW/SRV_ORG`
Characteristic	Responsible Service Org. Unit	`/CRMBW/SRV_RES`
Characteristic	Service Team	`/CRMBW/SRV_TM`
Characteristic	Employee Responsible	`/CRMBW/PERSON`
Characteristic	Recommended Priority	`/CRMBW/REC_PRI`
Characteristic	Problem	`/CRMBW/SRV_PRO`
Characteristic	Problem ID	`/CRMBW/PRO_ID`
Characteristic	Object/Product	`/CRMBW/GUID_OB`
Characteristic	Object/Product ID	`/CRMBW/PRODUCT`
Characteristic	Problem Category	`/CRMBW/PROBCAT`
Characteristic	Priority	`/CRMBW/PRIORIT`
Characteristic	Posting Date	`/CRMBW/POSTING`
Characteristic	Installed Base	`/CRMBW/IBASE`
Characteristic	Installed Base: Component (Instance)	`/CRMBW/INSTANC`
Characteristic	Escalation Level	`/CRMBW/ESCALAT`
Characteristic	Requested End	`/CRMBW/PRO_END`
Characteristic	Created On	`/CRMBW/CREA_AT`
Characteristic	Changed On	`/CRMBW/CHA_AT`
Characteristic	Company Code	`/CRMBW/ICBD_CC`
Characteristic	Category ID	`/CRMBW/CAT_ID`
Characteristic	Coherent Cat. - Aspect ID	`/CRMBW/ASPID`
Characteristic	Day (Posting Date)	`0CALDAY`
Characteristic	Week (Posting Date)	`0CALWEEK`
Characteristic	Month (Posting Date)	`0CALMONTH`
Characteristic	Quarter (Posting Date)	`0CALQUARTER`
Characteristic	Year (Posting Date)	`0CALYEAR`

Columns
Object Type	Name	Technical Name	Value Restriction / Calculation
Key Figure	No. of Closed Service Problems	`/CRMBW/NUCLSRVPRO`	—
Key Figure	Problems Outside Reaction Time	`/CRMBW/PROOUTTIME`	—
Key Figure	Number of Open Problems	`/CRMBW/NOP`	—
Key Figure	Reaction Time Adherence Rate	`CRMBW_RETIADRATE`	Problems outside reaction time / number of open problems * 100
Key Figure	No. of Problems Outside Requested End	`/CRMBW/NPOUTREQEND`	—
Key Figure	No. of Problems	`/CRMBW/PRO_NOHK`	—
Key Figure	Percentage of Problems Outside Requested End	`CRMBW_PPOUREQEND`	Number of problems outside requested end / number of problems
Key Figure	Total Duration	`/CRMBW/TW_DURA`	—
Key Figure	Average Total Duration	`CRMBW_ATDUR`	Total duration / number of problems
Key Figure	Work Duration	`/CRMBW/W_DURA`	—
Key Figure	Average Work Duration	`CRMBW_AWDURA`	Work duration / number of problems
Key Figure	Closure Rate	`CRMBW_CLORATE`	Number of closed service problems / number of problems * 100
Key Figure	Percentage of Open Problems	`CRMBW_POP`	Number of open problems / number of problems * 100
Key Figure	No. of Problems Within Requested End	`/CRMBW/NPWREND`	—
Key Figure	Percentage of Problems Within Requested End	`CRMBW_PPWREND`	Number of problems within requested end / number of problems * 100
Key Figure	No. of Escalated Problems (Escalation Level 1)	`/CRMBW/NUESCPRO1`	—
Key Figure	No. of Escalated Problems (Escalation Level 2)	`/CRMBW/NUESCPRO2`	—
Key Figure	0-7 Days	`/CRMBW/NOP07D`	—
Key Figure	No. of Closed Problems This Month	`/CRMBW/NUCLPROMONTH`	—