Analysis: Service Desk Messages
Use
You analyze Service Desk messages which have been created for a solution.
Features
Selection Criteria |
Meaning |
|---|---|
Analysis type Business partner Status analysis Solution information |
Business partner Percentage distribution and absolute number of messages by status attributes Use of solution database,SAPNotes, and creation of change requests |
Time interval |
Restriction by time period |
System attributes |
Selection of one or more systems that are assigned to the messages |
Business partner |
Such as problem reporter, last changer |
Message attributes |
|
Subject |
Such as catalog, code group, code |
Used to solve message (only for analysis type
|
Use of solution database andSAPNotes; creation of change requests from messages |
Grouping |
Column selection in the task and collection of messages into logical groups |
Activities
To call the analysis of Service Desk messages:
Call the
Incident Management
work center.
In the
Reports
view, choose the
Reports
tab page.
You can also schedule the report as a background job, SM_REP:RDSWP_REP_SERV_DESK , to send it automatically by mail. You have created a variant for your report. Proceed as follows:
Choose the symbol
in the initial screen of your report.
Select your variant.
Choose
Schedule
.
You are in the job definition screen.
Define the processing for the report.
Schedule the report.
The system runs the report automatically.