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
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.
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) .
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Characteristic | Report Area | /CRMBW/REPORTA | Service Request (SERVICEREQUEST_VDM) |
Characteristic | Selection GUID | /CRMBW/SELGUID | Technical filter that is generated at runtime |
Object Type | Name | Technical Name |
---|---|---|
Characteristic | Subject Category 1 | /CRMBW/CATL11 - SAP HANA VDM Feld: ServiceSubjectCategory1UUID |
Characteristic | Reason Category 1 | /CRMBW/CATL12 - SAP HANA VDM Feld: ServiceReasonCategory1UUID |
Characteristic | Subject Category 2 | /CRMBW/CATL21 - SAP HANA VDM Feld: ServiceSubjectCategory2UUID |
Characteristic | Reason Category 2 | /CRMBW/CATL22 - SAP HANA VDM Feld: ServiceReasonCategory2UUID |
Characteristic | Subject Category 3 | /CRMBW/CATL31 - SAP HANA VDM Feld: ServiceSubjectCategory3UUID |
Characteristic | Reason Category 3 | /CRMBW/CATL32 - SAP HANA VDM Feld: ServiceReasonCategory3UUID |
Characteristic | Subject Category 4 | /CRMBW/CATL41 - SAP HANA VDM Feld: ServiceSubjectCategory4UUID |
Characteristic | Reason Category 4 | /CRMBW/CATL42 - SAP HANA VDM Feld: ServiceReasonCategory4UUID |
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Characteristic | Currency | /CRMBW/CURNCY | SAP HANA VDM Field: TransactionCurrency |
Characteristic | Activity Category | /CRMBW/ACT_CAT | SAP HANA VDM Field: CRMActivityCategory |
Characteristic | Service Request ID | /CRMBW/SVRQ_ID | SAP HANA VDM Field: ServiceRequest |
Characteristic | Posting Date | /CRMBW/POSTING | SAP HANA VDM Field: PostingDate |
Characteristic | Created On | /CRMBW/CREA_AT | SAP HANA VDM Field: CreationDate |
Characteristic | Changed On | /CRMBW/CHA_AT | SAP HANA VDM Field: LastChangeDate |
Characteristic | Day (Posting Date) | /CRMBW/CALDAY | SAP HANA VDM Field: PostingDate |
Characteristic | Week (Posting Date) | /CRMBW/CALYWEE | SAP HANA VDM Field: PostingDateYearWeek |
Characteristic | Month (Posting Date) | /CRMBW/CALYMON | SAP HANA VDM Field: PostingDateYearMonth |
Characteristic | Quarter (Posting Date) | /CRMBW/CALYQTR | SAP HANA VDM Field: PostingDateYearQuarter |
Characteristic | Year (Posting Date) | /CRMBW/CALYEAR | SAP HANA VDM Field: PostingDateYear |
Characteristic | Service Request | /CRMBW/SVRQ_GU | SAP HANA VDM Field: ServiceRequestUUID |
Characteristic | Company Code | /CRMBW/ICBD_CC | SAP HANA VDM Field: CompanyCode |
Characteristic | Sales Organization | /CRMBW/SLS_ORG | SAP HANA VDM Field: SalesOrganization |
Characteristic | Responsible Sales Org. Unit | /CRMBW/SLS_RES | SAP HANA VDM Field: ResponsibleSalesOrganization |
Characteristic | Distribution Channel | /CRMBW/DIS_CHA | SAP HANA VDM Field: DistributionChannel |
Characteristic | Service Organization | /CRMBW/SRV_ORG | SAP HANA VDM Field: ServiceOrganization |
Characteristic | Responsible Service Org. Unit | /CRMBW/SRV_RES | SAP HANA VDM Field: ResponsibleServiceOrganization |
Characteristic | Service Team | /CRMBW/SRV_TM | SAP HANA VDM Field: ServiceTeam |
Characteristic | Employee Responsible | /CRMBW/PERSON | SAP HANA VDM Field: ResponsibleEmployee |
Characteristic | Sold-To Party | /CRMBW/SLO_STP | SAP HANA VDM Field: SoldToParty |
Characteristic | Country | /CRMBW/COUNTRY | SAP HANA VDM Field: SoldToPartyCountry |
Characteristic | Region | /CRMBW/REGION | SAP HANA VDM Field: SoldToPartyRegion |
Characteristic | Transaction Type | /CRMBW/PROCESS | SAP HANA VDM Field: CRMBusinessTransactionType |
Characteristic | Priority | /CRMBW/PRIORIT | SAP HANA VDM Field: ServicePriority |
Characteristic | Recommended Priority | /CRMBW/REC_PRI | SAP HANA VDM Field: RecommendedServicePriority |
Characteristic | Impact | /CRMBW/IMPACT | SAP HANA VDM Field: ServiceImpact |
Characteristic | Urgency | /CRMBW/URGENCY | SAP HANA VDM Field: ServiceUrgency |
Characteristic | Installed Base | /CRMBW/IBASE | SAP HANA VDM Field: InstalledBase |
Characteristic | Installed Base: Component (Instance) | /CRMBW/INSTANC | SAP HANA VDM Field: InstalledBaseComponent |
Characteristic | Service Contract ID | /CRMBW/SRVCONT | SAP HANA VDM Field: ServiceContract |
Characteristic | Status | /CRMBW/SVRQ_ST | SAP HANA VDM Field: GeneralStatus |
Characteristic | Object/Product | /CRMBW/GUID_OB | SAP HANA VDM Field: ReferenceObjectOrProductUUID |
Characteristic | Object/Product ID | /CRMBW/PRODUCT | SAP HANA VDM Field: ReferenceObjectOrProduct |
Characteristic | Requested End Date | /CRMBW/SVR_END | SAP HANA VDM Field: RequestedEndDate |
Characteristic | First Response By | /CRMBW/SVR_STA | SAP HANA VDM Field: FirstResponseByDate |
Characteristic | Category ID | /CRMBW/CATID | SAP HANA VDM Field: ServiceCategory |
Characteristic | Coherent Cat. - Aspect ID | /CRMBW/ASPID | SAP HANA VDM Field: ServiceCategorySchema |
Object Type | Name | Technical Name | Value Restriction / Calculation |
---|---|---|---|
Key Figure | Gross Value of Service Requests | /CRMBW/GV_SVOH | SAP HANA VDM Field: GrossAmount_E |
Key Figure | Gross Value of Service Requests (Document Currency) | /CRMBW/GVSVOHD | SAP HANA VDM Field: GrossAmountInDisplayCurrency_E |
Key Figure | Number of Closed Service Requests | /CRMBW/NCLOSRQ | SAP HANA VDM Field: NumberOfClosedServiceRequests |
Key Figure | Number of Closed Service Requests for the Current Month | /CRMBW/NCSRQTM | SAP HANA VDM Field: CurMonthNmbrOfClosedSrvcReq |
Key Figure | No. of Service Requests/Incidents | /CRMBW/NUM_OF | SAP HANA VDM Field: NumberOfServiceRequests |
Key Figure | Number of Open Service Requests | /CRMBW/NOPNSRQ | SAP HANA VDM Field: NumberOfOpenServiceRequests |
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 | SAP HANA VDM Field: TotalWorkDuration |
Key Figure | Work Duration | /CRMBW/W_DURA | SAP HANA VDM Field: WorkDuration |
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/NSRQWRE | SAP HANA VDM Field: NumberOfMetReqdEndDateSrvcReq |
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/NSRQORE | SAP HANA VDM Field: NmbrOfNotMetReqdEndDateSrvcReq |
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 | Escalation Level | /CRMBW/ESCALAT | SAP HANA VDM Field: ServiceEscalationLevel |
Key Figure | No. of Escalated Service Requests (Escalation Level 1) | /CRMBW/NESRQL1 | SAP HANA VDM Field: Level1NumberOfEscalatedSrvcReq |
Key Figure | No. of Escalated Service Requests (Escalation Level 2) | /CRMBW/NESRQL2 | SAP HANA VDM Field: Level2NumberOfEscalatedSrvcReq |
Key Figure | No. of Service Requests Outside Reaction Time | /CRMBW/NSRQORT | SAP HANA VDM Field: NmbrOfNotMetReactnTimeSrvcReq |
Key Figure | Reaction Time Adherence Rate | CRMBW_SRRTAR | Number of Service Requests Outside Reaction Time / Number of Open Service Requests * 100 |
Key Figure | Unit | /CRMBW/W_DU_UN | SAP HANA VDM Field: WorkDurationUnit |
Key Figure | Unit | /CRMBW/TWD_UNI | SAP HANA VDM Field: TotalWorkDurationUnit |