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Query for Problem (VDM-Based) Locate this document in the navigation structure

Query Query: /CRMBW/SVP_V01_001

 

This query provides you with an overview of problems in service. 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 Problems (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/SVP_V01.

Note Note

For the categorization of problems in service, a maximum of five schemas are available that each have ten categories. In the Query for Problem (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

Problem (SERVICEPROBLEM_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

Impact

/CRMBW/IMPACT

SAP HANA VDM Field: ServiceImpact

Characteristic Characteristic

Urgency

/CRMBW/URGENCY

SAP HANA VDM Field: ServiceUrgency

Characteristic Characteristic

Transaction Type

/CRMBW/PROCESS

SAP HANA VDM Field: CRMBusinessTransactionType

Characteristic Characteristic

Priority

/CRMBW/PRIORIT

SAP HANA VDM Field: ServicePriority

Characteristic Characteristic

Service Contract ID

/CRMBW/SRVCONT

SAP HANA VDM Field: ServiceContract

Characteristic Characteristic

Status

/CRMBW/PRO_STC

SAP HANA VDM Field: GeneralStatus

Characteristic Characteristic

First Response By

/CRMBW/PRO_STA

SAP HANA VDM Field: FirstResponseByDate

Characteristic Characteristic

Sold-To Party

/CRMBW/SLO_STP

SAP HANA VDM Field: SoldToParty

Characteristic Characteristic

Country

/CRMBW/SOL_COU

SAP HANA VDM Field: SoldToPartyCountry

Characteristic Characteristic

Region

/CRMBW/SLQ_REG

SAP HANA VDM Field: SoldToPartyRegion

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

Recommended Priority

/CRMBW/REC_PRI

SAP HANA VDM Field: RecommendedServicePriority

Characteristic Characteristic

Problem

/CRMBW/SRV_PRO

SAP HANA VDM Field: ServiceProblemUUID

Characteristic Characteristic

Problem ID

/CRMBW/PRO_ID

SAP HANA VDM Field: ServiceProblem

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

Problem Category

/CRMBW/PROBCAT

SAP HANA VDM Field: ServiceProblemCategory

Characteristic Characteristic

Priority

/CRMBW/PRIORIT

SAP HANA VDM Field: ServicePriority

Characteristic Characteristic

Posting Date

/CRMBW/POSTING

SAP HANA VDM Field: PostingDate

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

Escalation Level

/CRMBW/ESCALAT

SAP HANA VDM Field: ServiceEscalationLevel

Characteristic Characteristic

Requested End Date

/CRMBW/PRO_END

SAP HANA VDM Field: RequestedEndDate

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

Company Code

/CRMBW/ICBD_CC

SAP HANA VDM Field: CompanyCode

Characteristic Characteristic

Category ID

/CRMBW/CATID

SAP HANA VDM Field: ServiceCategory

Characteristic Characteristic

Coherent Cat. - Aspect ID

/CRMBW/ASPID

SAP HANA VDM Field: ServiceCategorySchema

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)

0CALMONTH

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
Columns

Object Type

Name

Technical Name

Value Restriction / Calculation

Key Figure Key Figure

No. of Closed Service Problems

/CRMBW/NUCLSRVPRO

SAP HANA VDM Field: NumberOfClosedServiceProblems

Key Figure Key Figure

Problems Outside Reaction Time

/CRMBW/NSPRORT

SAP HANA VDM Field: NmbrOfNotMetReactnTimeSrvcProb

Key Figure Key Figure

Number of Open Problems

/CRMBW/NOPPRO

SAP HANA VDM Field: NumberOfOpenServiceProblems

Key Figure Key Figure

Reaction Time Adherence Rate

CRMBW_RETIRADRA

Problems Outside Reaction Time / Number of Open Problems * 100

Key Figure Key Figure

No. of Problems Outside Requested End

/CRMBW/NSPRORE

SAP HANA VDM Field: NmbrOfNotMetReqdEndDteSrvcProb

Key Figure Key Figure

Number of Problems

CRMBW_POPWRE

SAP HANA VDM Field: NumberOfServiceProblems

Key Figure Key Figure

Percentage of Problems Outside Requested End

CRMBW_POPORE

Number of Problems Outside Requested End / Number of Problems

Key Figure Key Figure

Total Duration

/CRMBW/TW_DURA

SAP HANA VDM Field: TotalWorkDuration

Key Figure Key Figure

Average Total Duration

CRMBW_AVTODU

Total Duration / Number of Problems

Key Figure Key Figure

Work Duration

/CRMBW/W_DURA

SAP HANA VDM Field: WorkDuration

Key Figure Key Figure

Average Work Duration

CRMBW_AVWODU

Work Duration / Number of Problems

Key Figure Key Figure

Closure Rate

CRMBW_CLORATE

Number of Closed Service Problems / Number of Problems * 100

Key Figure Key Figure

Percentage of Open Problems

CRMBW_POOP

Number of Open Problems / Number of Problems * 100

Key Figure Key Figure

No. of Problems Within Requested End

/CRMBW/NPROWRE

SAP HANA VDM Field: NumberOfMetReqdEndDateSrvcProb

Key Figure Key Figure

Percentage of Problems Within Requested End

CRMBW_POPWRE

Number of Problems Within Requested End / Number of Problems * 100

Key Figure Key Figure

No. of Escalated Problems (Escalation Level 1)

/CRMBW/NESPRL1

SAP HANA VDM Field: Level1NmbrOfEscalatedSrvcProb

Key Figure Key Figure

No. of Escalated Problems (Escalation Level 2)

/CRMBW/NESPRL2

SAP HANA VDM Field: Level2NmbrOfEscalatedSrvcProb

Key Figure Key Figure

0-7 Days

/CRMBW/NPROl7D

SAP HANA VDM Field: LastSevenDaysNumberOfSrvcProb

Key Figure Key Figure

No. of Closed Problems This Month

CRMBW_NCP

SAP HANA VDM Field: CurMonthNmbrOfClosedSrvcProb