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Procedure documentationRecord Support Effort as Support Processor Locate this document in the navigation structure

 

You can record the effort, that is, working time, which you invest in each message that you process as a support employee or have already processed and confirmed.

You can open the message for which you want to record the effort in the Incident Management work center or in the SAP GUI from the Service Desk.

You can specify your own activity types for effort recording.

Prerequisites

For the following functions, you must make Scenario-Specific SAP Solution Manager Customizing settings:

  • if you want to use your own activity types for effort recording

  • if you want to be reminded about effort recording, automatically, when you save a message

You are processing the message for which you want to record the effort.

Note Note

If you have opened the message in the SAP GUI from the Service Desk, you must choose Call Time Recording.

If the automatic reminder function is active, this action is not available.

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Procedure

You can record any number of times, and change them at any time.

Note Note

If your user has the role Support Employee in SAP Solution Manager, you can only display and change times that you recorded for a message yourself.

If your user has the role Administrator in SAP Solution Manager, you can also display all the times recorded for a message by other processors and record times for another person.

For more information, see the SAP Solution Manager Security Guide in the SAP Service Marketplace, under   http://service.sap.com/instguides   SAP Components   SAP Solution Manager<current release>  , under 4 Operations.

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  1. Choose Edit.

  2. Choose the Time Recording tab.

  3. Choose Add.

    The system adds a row in which you can enter your data to the list in the following input fields:

    • Activity Type: There are no default effort recording activity types. You can specify your own activity types.

      Example Example

      You can, for example, specify activity types for tasks such as “Analysis”, “Consulting”, or “Support” and record the times which you have spent on each of them for processing messages.

      End of the example.
    • Description: You can enter a short description.

    • Time Required: You can enter the time spent processing the message.

    • Time Unit: Minutes or Hours.

    • Processor: The system automatically enters the current user.

    • Processor Information: You can use the link to display detailed information about the user who made the time entry.

    • Changed at: The system automatically enters the time at which the last time entry was made.

  4. Choose Save.