BW-Based Reporting for Messages

The reporting analyzes the current processing status, and the history, of Service Desk messages over a period, using detailed queries. You can refine the data displayed, step-by-step, by applying filters.

Message reporting uses web templates based on BEx Web applications, which display data graphically or in tables. You call the web templates in the BW system, where you apply detailed queries to the data. The data is from the time of the last data extraction.

Prerequisites

BW reporting prerequisites:

You are authorized to call and perform message reporting in Incident Management. For further 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> .
You have configured a BW system. You have performed the basic SAP Solution Manager configuration.
You have specified the service times in Customizing for the Service Desk. If you have specified your own message priorities or message status definitions in the SAP Solution Manager system, you have also made these settings in the BW system. For more information, see the SAP Solution Manager Customizing under SAP Solution Manager Capabilities IT Service Management .
You have set up message reporting. For more information, see BW-Based Message Reporting Settings.

Features

Message Reporting

The web template shows the current processing status of messages, filtered by priority, processing status or message component, over a period.

Filter number of messages

Selection criteria	Restriction by
Message created on	Message created at
Priority	Message priority
Status	Message processing status
Component	Message component
Created on	Message created at
IBase	All customer systems under the IBase
Message short text	Message short text
Customer number	Message customer number
Business partner role	Message business partner role
Business partner	Message business partner
System status	Message system status
Code	Message code
Code group	Message code group
Flag: Completed	Completed messages
Category level 1	Messages to which a specified value was assigned in category level 1.
Category level 2	Messages to which a specified value was assigned in category level 2.
Category level 3	Messages to which a specified value was assigned in category level 3.
Category level 4	Messages to which a specified value was assigned in category level 4.

Example Example

You can, for example, answer the following questions: How many messages in a message component, were created within the last three months, are assigned to a specified business partner, and have the status In Process? Proceed as follows:

Choose the last three months as the period to consider, under Message Created on.
Set the message-specific filters Status, Component and Business Partner.
The result is the number of messages with the current processing status In Process which satisfy the filter criteria.

End of the example.

Processing Duration Reporting

The web template shows the processing duration in hours of messages, filtered by priority, processing status or message component, over a period. The processing duration is based on the service times.

Filter number of messages

This dimension captures the processing duration for all messages which satisfy the current criteria, from when the message was created, until the time of the report.

Selection criteria	Restriction by
Message created on	Message created at
Priority	Message priority
Status	Message processing status
Component	Message component
Created on	Message created at
IBase	All customer systems under the IBase
Message short text	Message short text
Customer number	Message customer number
Business partner role	Message business partner role
Business partner	Message business partner
System status	Message system status
Code	Message code
Code group	Message code group
Flag: Completed	Completed messages

Filter Duration

This dimension captures the mean duration of the processing statuses for all messages which satisfy your filter conditions. When a message status or assignment changes during message processing, the time of the new processing status is captured.

Selection criteria	Restriction by
Status	Duration for which messages had a specified processing status
Priority	Duration for which messages had a specified priority
Business partner role	Duration for which messages had a specified business partner role
Business partner	Duration for which messages had a specified business partner

Example Example

You can combine the dimensions for a differentiated report, for example to answer the following questions: How long was the reaction time to messages which are now in status In Process, in the last three months, in a specified message component? Proceed as follows:

Choose the last three months as the period to consider, under Message Created on.
Preselect all messages in the message component which are currently In Process. Set the message-specific filters Status and Component.
Set the time-specific filter Status by filtering by the status New.
The result is the mean duration of the processing status New for all messages which satisfy the filter criteria.

End of the example.

List of Messages

The web templates also list all messages which satisfy the filter criteria.

Activities

Call the message reporting in the Reports view in the Incident Management work center.
To report on the messages of a customer, select a customer number.
Specify the message creation time for which you want to report, from the value help.
Choose a web template in the BW system.
If you have already specified a web template with your filter settings, in the BW system, you can call it here.