This query provides you with an overview of service requests. 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 Requests
.
For information about the report areas in SAP CRM, see Report Areas for Interactive Reports.
This query is based on the InfoProvider /CRMBW/SVRQ_C01.
Note
For the categorization of service requests, there is a maximum of 5 schemas available, with 10 categories each. In the Service Request 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.
To use this query, you must activate the business function SAP BusinessObjects Integration and CRM Interactive Reporting (CRM_ANA_BOB
).
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Characteristic | Report Area |
/CRMBW/REPORTA |
Service Request (SERVICEREQUEST) |
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 |
---|---|---|
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 |
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Characteristic | Currency |
/CRMBW/CURNCY |
|
Characteristic | Activity Category |
/CRMBW/ACT_CAT |
|
Characteristic | Service Request ID |
/CRMBW/SVRQ_ID |
|
Characteristic | Posting Date |
/CRMBW/POSTING |
|
Characteristic | Created On |
/CRMBW/CREA_AT |
|
Characteristic | Changed On |
/CRMBW/CHA_AT |
|
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 |
|
Characteristic | Service Request |
/CRMBW/SVRQ_GU |
|
Characteristic | Company Code |
/CRMBW/ICBD_CC |
|
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 | Sold-To Party |
/CRMBW/SLO_STP |
|
Characteristic | Country |
/CRMBW/COUNTRY |
|
Characteristic | Region |
/CRMBW/REGION |
|
Characteristic | Transaction Type |
/CRMBW/PROCESS |
|
Characteristic | Priority |
/CRMBW/PRIORIT |
|
Characteristic | Recommended Priority |
/CRMBW/REC_PRI |
|
Characteristic | Impact |
/CRMBW/IMPACT |
|
Characteristic | Urgency |
/CRMBW/URGENCY |
|
Characteristic | Installed Base |
/CRMBW/IBASE |
|
Characteristic | Installed Base: Component (Instance) |
/CRMBW/INSTANC |
|
Characteristic | Service Contract ID |
/CRMBW/SRVCONT |
|
Characteristic | Status |
/CRMBW/SVRQ_ST |
|
Characteristic | Object/Product |
/CRMBW/GUID_OB |
|
Characteristic | Object/Product ID |
/CRMBW/PRODUCT |
|
Characteristic | End Date |
/CRMBW/SVR_END |
|
Characteristic | Start Date |
/CRMBW/SVR_STA |
|
Characteristic | Category ID |
/CRMBW/CAT_ID |
|
Characteristic | Coherent Cat. - Aspect ID |
/CRMBW/ASPID |
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Key Figure | Gross Value of Service Requests |
/CRMBW/GV_SVOH |
— |
Key Figure | Gross Value of Service Requests (Document Currency) |
/CRMBW/GV_DC |
— |
Key Figure | Number of Closed Service Requests |
/CRMBW/NUCLOSRVREQ |
— |
Key Figure | No. of Service Requests/Incidents |
/CRMBW/NUM_OF |
— |
Key Figure | Number of Open Service Requests |
CRMBW_NOOSR |
— |
Key Figure | Percentage of Open Service Requests |
CRMBW_POOSR |
Number of open service requests / number of service requests/incidents * 100 |
Key Figure | Closure Rate |
CRMBW_CRSR |
Number of closed service requests / number of service requests/incidents * 100 |
Key Figure | Total Duration |
/CRMBW/TW_DURA |
— |
Key Figure | Work Duration |
/CRMBW/W_DURA |
— |
Key Figure | Average Work Duration |
CRMBW_AWD |
Work duration / number of service requests/incidents |
Key Figure | Average Total Duration |
CRMBW_ATD |
Total duration / number of service requests/incidents |
Key Figure | No. of Service Requests Within Requested End |
CRMBW_NOSRWRE |
— |
Key Figure | Percentage of Service Requests Within Requested End |
CRMBW_POSRWRE |
Number of service requests within requested end / number of service requests/incidents * 100 |
Key Figure | No. of Service Requests Outside Requested End |
CRMBW_NOSRORE |
— |
Key Figure | Percentage of Service Requests Outside Requested End |
CRMBW_POSRORE |
Number of service requests outside requested end / number of service requests/incidents * 100 |
Key Figure | No. of Escalated Service Requests (Escalation Level 1) |
CRMBW_NOESRL1 |
— |
Key Figure | No. of Escalated Service Requests (Escalation Level 2) |
CRMBW_NOESRL2 |
— |
Key Figure | No. of Service Requests Outside Reaction Time |
CRMBW_NSRORT |
— |
Key Figure | Reaction Time Adherence Rate |
CRMBW_SRRTAR |
Number of service requests outside reaction time / number of open service requests * 100 |