Quality Measurement of Customer Messages forwarded to SAP 
In order to evaluate the fulfillment rate of customer messages forwarded to SAP, SAP has implemented (in cooperation with the SAP user groups) a methodology for assessing whether customer messages fulfill certain quality criteria. This information is used in the context of the Customer COE program.
Each message is rated based on the following three categories:
Problem category: Missing functionality (formerly: development request), SAP, how-to-request/consulting, 3rd party, inconsistency. Defined by the SAP message processor.
Documented: Yes/no. Defined automatically on the basis of SAP Note(s) attached to the message.
How difficult: Easy/hard. Defined automatically via solving level at SAP. For more information, see http://service.sap.com/coe.
Quality Measurement of Customer Messages forwarded to SAP delivers its business content in a pre-built InfoCube called Support Desk Evaluation.
Technical Data
Available as of Release | SAP Solution Manager 7.1 SP05 |
|---|---|
BI Content Add-On Release | ST-BCO Support Package 3 |