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Incident Management reporting analyzes the current processing state and history of Service Desk messages, over a period, according to detailed queries. You can filter the view of the message data tables and graphics. The data is extracted at specified intervals from the Solution Manager system.

You can make the following analyses:

  • Number of messages over a period, by current processing state

  • Processing duration of messages, over a period

    Note Note

    The processing duration is based on the service times in Customizing for Service Desk messages, which can vary by message type.

    End of the note.

You can filter the data by message priority, status or component.

Technical Data

Available as of Release

SAP NetWeaver 7.0 EHP1

BI Content Add-On Release

SAP NetWeaver 7.0 BI Content Add-On 4 SP06


This graphic is explained in the accompanying text.

Incident Management Reporting Dataflow

The data flows in the following sequence:

  1. The Service Desk message data is extracted periodically from the Solution Manager system.

    The message data contains the following data types:

    • Message attributes (e.g. component, priority)

    • System status, which is assigned to a message, but is independent of the message status

    • Business partner and business partner role assigned to a message

    If data of one of these data types is updated during message processing, a new processing state is created.

  2. The data is stored in DataStore objects. They are buffers whose data is saved in the associated InfoCubes, periodically, for aggregation.

    There are separate DataStore objects for the various data types, to ensure data consistency. There is also a further data separation, into separate DataStore objects, which contain the data for the current processing state and the processing history.

  3. There are duplicate InfoCubes for each data type, for archiving. The data flow is as follows:

    1. When the InfoCubes are active, they collect data periodically. Their duplicates are inactive during this period.

    2. In the following period, the previously active InfoCubes are inactive. The previously inactive duplicates are active.

    3. The data collected by an active InfoCube is archived, and is available for analyses in the inactive phase.

    4. After an interval, which you specify in the Incident Management reporting set-up in the SAP Solution Manager, the archived data is deleted.

  4. The Infosets collect the information from the various data sources. Analogously to the InfoCubes, the Infosets are also duplicated.

    There are also Infosets (technical names: 0SPR_MSET, 0SPR_LAST), which collect the data for an overall view.

  5. The MultiProvider contains all information in the underlying data sources, and is the central point of access for queries.

  6. When you call a WebTemplates in the SAP Solution Manager, its queries are made.