Service Request Query

Query Query: /CRMBW/SVRQ_C01_Q0001

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 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.

End of the note.

To use this query, you must activate the business function SAP BusinessObjects Integration and CRM Interactive Reporting (CRM_ANA_BOB).

Structure

Filters
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)

Free Characteristics
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`

Rows
Object Type	Name	Technical Name
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`

Columns
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