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Function documentationReporting in Incident Management


Using reporting functions based on SAP Business Information Warehouse (BW) and analyses and interactive reports, you can compile and analyze relevant message data. The BW-based reporting functions help you display data on the processing status and history of messages in graphic or tabular form. You can also display reports on the effort involved in and processing time of messages. Interactive reports are based on online data and provide users with a quick overview of specific message data.


Incident management provides the following options for analyzing messages:

  • You can use detailed queries to analyze the processing status and history of messages during a specific period. For more information, see BW-Based Reporting for Messages.

  • You can analyze the time recorded by support staff for processing messages, and check how much time support staff required to process individual messages. For more information, see Report: Effort for Service Desk Messages

  • You can analyze the processing time for messages and check how long specific messages had a particular status. For more information, see the system documentation for the report Calculation of Processing Time of Service Desk Messages (AI_SDK_SUGEN_REPORT).

  • Solution-independent and solution-specific reports are also available.

    For more information, see Report: Service Desk Messages.

  • You can use interactive reports to carry out ad hoc analyses in real time. Interactive reports are particularly useful for analysis scenarios in which a separate BW system is not available or for analyses of restricted data volumes for which the amount of information is not as important as up-to-date information. In the integrated IT service management functions, you can use the preconfigured interactive reports.

    For more information about interactive reports, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under Start of the navigation path published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Analytics Next navigation step Interactive Reports in CRM End of the navigation path.