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Service Request Query (VDM-Based) Locate this document in the navigation structure

Query Query: /CRMBW/SVRQ_V01_Q0001

 

This query provides you with an overview of service requests. The query contains a complete record 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 (Based on SAP HANA VDM).

For information about the report areas in SAP CRM, see Report Areas for Interactive Reports Based on SAP HANA VDM

This query is based on the InfoProvider /CRMBW/SVRQ_V01.

Note Note

For the categorization of service requests, a maximum of five schemas are available that each have ten categories. In the Service Request Query (VDM-Based), 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 functions SAP BusinessObjects Integration and CRM Interactive Reporting (CRM_ANA_BOB) and Interactive Reporting Based on SAP HANA VDM (CRM_ANA_VDM) .

Structure

Filters

Object Type

Name

Technical Name

Value Restriction / Calculation

Characteristic Characteristic

Report Area

/CRMBW/REPORTA

Service Request (SERVICEREQUEST_VDM)

Characteristic Characteristic

Selection GUID

/CRMBW/SELGUID

Technical filter that is generated at runtime

Free Characteristics

Object Type

Name

Technical Name

Characteristic Characteristic

Subject Category 1

/CRMBW/CATL11 - SAP HANA VDM Feld: ServiceSubjectCategory1UUID

Characteristic Characteristic

Reason Category 1

/CRMBW/CATL12 - SAP HANA VDM Feld: ServiceReasonCategory1UUID

Characteristic Characteristic

Subject Category 2

/CRMBW/CATL21 - SAP HANA VDM Feld: ServiceSubjectCategory2UUID

Characteristic Characteristic

Reason Category 2

/CRMBW/CATL22 - SAP HANA VDM Feld: ServiceReasonCategory2UUID

Characteristic Characteristic

Subject Category 3

/CRMBW/CATL31 - SAP HANA VDM Feld: ServiceSubjectCategory3UUID

Characteristic Characteristic

Reason Category 3

/CRMBW/CATL32 - SAP HANA VDM Feld: ServiceReasonCategory3UUID

Characteristic Characteristic

Subject Category 4

/CRMBW/CATL41 - SAP HANA VDM Feld: ServiceSubjectCategory4UUID

Characteristic Characteristic

Reason Category 4

/CRMBW/CATL42 - SAP HANA VDM Feld: ServiceReasonCategory4UUID

Rows

Object Type

Name

Technical Name

Value Restriction / Calculation

Characteristic Characteristic

Currency

/CRMBW/CURNCY

SAP HANA VDM Field: TransactionCurrency

Characteristic Characteristic

Activity Category

/CRMBW/ACT_CAT

SAP HANA VDM Field: CRMActivityCategory

Characteristic Characteristic

Service Request ID

/CRMBW/SVRQ_ID

SAP HANA VDM Field: ServiceRequest

Characteristic Characteristic

Posting Date

/CRMBW/POSTING

SAP HANA VDM Field: PostingDate

Characteristic Characteristic

Created On

/CRMBW/CREA_AT

SAP HANA VDM Field: CreationDate

Characteristic Characteristic

Changed On

/CRMBW/CHA_AT

SAP HANA VDM Field: LastChangeDate

Characteristic Characteristic

Day (Posting Date)

/CRMBW/CALDAY

SAP HANA VDM Field: PostingDate

Characteristic Characteristic

Week (Posting Date)

/CRMBW/CALYWEE

SAP HANA VDM Field: PostingDateYearWeek

Characteristic Characteristic

Month (Posting Date)

/CRMBW/CALYMON

SAP HANA VDM Field: PostingDateYearMonth

Characteristic Characteristic

Quarter (Posting Date)

/CRMBW/CALYQTR

SAP HANA VDM Field: PostingDateYearQuarter

Characteristic Characteristic

Year (Posting Date)

/CRMBW/CALYEAR

SAP HANA VDM Field: PostingDateYear

Characteristic Characteristic

Service Request

/CRMBW/SVRQ_GU

SAP HANA VDM Field: ServiceRequestUUID

Characteristic Characteristic

Company Code

/CRMBW/ICBD_CC

SAP HANA VDM Field: CompanyCode

Characteristic Characteristic

Sales Organization

/CRMBW/SLS_ORG

SAP HANA VDM Field: SalesOrganization

Characteristic Characteristic

Responsible Sales Org. Unit

/CRMBW/SLS_RES

SAP HANA VDM Field: ResponsibleSalesOrganization

Characteristic Characteristic

Distribution Channel

/CRMBW/DIS_CHA

SAP HANA VDM Field: DistributionChannel

Characteristic Characteristic

Service Organization

/CRMBW/SRV_ORG

SAP HANA VDM Field: ServiceOrganization

Characteristic Characteristic

Responsible Service Org. Unit

/CRMBW/SRV_RES

SAP HANA VDM Field: ResponsibleServiceOrganization

Characteristic Characteristic

Service Team

/CRMBW/SRV_TM

SAP HANA VDM Field: ServiceTeam

Characteristic Characteristic

Employee Responsible

/CRMBW/PERSON

SAP HANA VDM Field: ResponsibleEmployee

Characteristic Characteristic

Sold-To Party

/CRMBW/SLO_STP

SAP HANA VDM Field: SoldToParty

Characteristic Characteristic

Country

/CRMBW/COUNTRY

SAP HANA VDM Field: SoldToPartyCountry

Characteristic Characteristic

Region

/CRMBW/REGION

SAP HANA VDM Field: SoldToPartyRegion

Characteristic Characteristic

Transaction Type

/CRMBW/PROCESS

SAP HANA VDM Field: CRMBusinessTransactionType

Characteristic Characteristic

Priority

/CRMBW/PRIORIT

SAP HANA VDM Field: ServicePriority

Characteristic Characteristic

Recommended Priority

/CRMBW/REC_PRI

SAP HANA VDM Field: RecommendedServicePriority

Characteristic Characteristic

Impact

/CRMBW/IMPACT

SAP HANA VDM Field: ServiceImpact

Characteristic Characteristic

Urgency

/CRMBW/URGENCY

SAP HANA VDM Field: ServiceUrgency

Characteristic Characteristic

Installed Base

/CRMBW/IBASE

SAP HANA VDM Field: InstalledBase

Characteristic Characteristic

Installed Base: Component (Instance)

/CRMBW/INSTANC

SAP HANA VDM Field: InstalledBaseComponent

Characteristic Characteristic

Service Contract ID

/CRMBW/SRVCONT

SAP HANA VDM Field: ServiceContract

Characteristic Characteristic

Status

/CRMBW/SVRQ_ST

SAP HANA VDM Field: GeneralStatus

Characteristic Characteristic

Object/Product

/CRMBW/GUID_OB

SAP HANA VDM Field: ReferenceObjectOrProductUUID

Characteristic Characteristic

Object/Product ID

/CRMBW/PRODUCT

SAP HANA VDM Field: ReferenceObjectOrProduct

Characteristic Characteristic

Requested End Date

/CRMBW/SVR_END

SAP HANA VDM Field: RequestedEndDate

Characteristic Characteristic

First Response By

/CRMBW/SVR_STA

SAP HANA VDM Field: FirstResponseByDate

Characteristic Characteristic

Category ID

/CRMBW/CATID

SAP HANA VDM Field: ServiceCategory

Characteristic Characteristic

Coherent Cat. - Aspect ID

/CRMBW/ASPID

SAP HANA VDM Field: ServiceCategorySchema

Columns

Object Type

Name

Technical Name

Value Restriction / Calculation

Key Figure Key Figure

Gross Value of Service Requests

/CRMBW/GV_SVOH

SAP HANA VDM Field: GrossAmount_E

Key Figure Key Figure

Gross Value of Service Requests (Document Currency)

/CRMBW/GVSVOHD

SAP HANA VDM Field: GrossAmountInDisplayCurrency_E

Key Figure Key Figure

Number of Closed Service Requests

/CRMBW/NCLOSRQ

SAP HANA VDM Field: NumberOfClosedServiceRequests

Key Figure Key Figure

Number of Closed Service Requests for the Current Month

/CRMBW/NCSRQTM

SAP HANA VDM Field: CurMonthNmbrOfClosedSrvcReq

Key Figure Key Figure

No. of Service Requests/Incidents

/CRMBW/NUM_OF

SAP HANA VDM Field: NumberOfServiceRequests

Key Figure Key Figure

Number of Open Service Requests

/CRMBW/NOPNSRQ

SAP HANA VDM Field: NumberOfOpenServiceRequests

Key Figure Key Figure

Percentage of Open Service Requests

CRMBW_POOSR

Number of Open Service Requests / Number of Service Requests/Incidents * 100

Key Figure Key Figure

Closure Rate

CRMBW_CRSR

Number of Closed Service Requests / Number of Service Requests/Incidents * 100

Key Figure Key Figure

Total Duration

/CRMBW/TW_DURA

SAP HANA VDM Field: TotalWorkDuration

Key Figure Key Figure

Work Duration

/CRMBW/W_DURA

SAP HANA VDM Field: WorkDuration

Key Figure Key Figure

Average Work Duration

CRMBW_AWD

Work Duration / Number of Service Requests/Incidents

Key Figure Key Figure

Average Total Duration

CRMBW_ATD

Total Duration / Number of Service Requests/Incidents

Key Figure Key Figure

No. of Service Requests Within Requested End

/CRMBW/NSRQWRE

SAP HANA VDM Field: NumberOfMetReqdEndDateSrvcReq

Key Figure 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 Key Figure

No. of Service Requests Outside Requested End

/CRMBW/NSRQORE

SAP HANA VDM Field: NmbrOfNotMetReqdEndDateSrvcReq

Key Figure 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 Key Figure

Escalation Level

/CRMBW/ESCALAT

SAP HANA VDM Field: ServiceEscalationLevel

Key Figure Key Figure

No. of Escalated Service Requests (Escalation Level 1)

/CRMBW/NESRQL1

SAP HANA VDM Field: Level1NumberOfEscalatedSrvcReq

Key Figure Key Figure

No. of Escalated Service Requests (Escalation Level 2)

/CRMBW/NESRQL2

SAP HANA VDM Field: Level2NumberOfEscalatedSrvcReq

Key Figure Key Figure

No. of Service Requests Outside Reaction Time

/CRMBW/NSRQORT

SAP HANA VDM Field: NmbrOfNotMetReactnTimeSrvcReq

Key Figure Key Figure

Reaction Time Adherence Rate

CRMBW_SRRTAR

Number of Service Requests Outside Reaction Time / Number of Open Service Requests * 100

Key Figure Key Figure

Unit

/CRMBW/W_DU_UN

SAP HANA VDM Field: WorkDurationUnit

Key Figure Key Figure

Unit

/CRMBW/TWD_UNI

SAP HANA VDM Field: TotalWorkDurationUnit