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 Analysis: Service Desk Messages


You analyze Service Desk messages which have been created for a solution.


Selection Criteria

Selection Criteria


Analysis type

Business partner

Status analysis

Solution information

Business partner

Percentage distribution and absolute number of messages by status attributes

Use of solution database,SAPNotes, and creation of change requests

Time interval

Restriction by time period

System attributes

Selection of one or more systems that are assigned to the messages

Business partner

Such as problem reporter, last changer

Message attributes


Such as catalog, code group, code

Used to solve message (only for analysis type Solution information

Use of solution database andSAPNotes; creation of change requests from messages


Column selection in the task and collection of messages into logical groups


To call the analysis of Service Desk messages:

Call the Incident Management work center.

In the Reports view, choose the Reports tab page.

You can also schedule the report as a background job, SM_REP:RDSWP_REP_SERV_DESK , to send it automatically by mail. You have created a variant for your report. Proceed as follows:

Choose the symbol in the initial screen of your report.

Select your variant.

Choose Schedule .

You are in the job definition screen.

Define the processing for the report.

Schedule the report.

The system runs the report automatically.