Analysis: Service Desk Messages 

Use

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

Features

Selection criteria

Selection criteria	Meaning
Analysis type ●      Business partner ●      Status analysis ●      Solution information	●      Business partner ●      Procentage distribution and absolute number of messages by status attributes ●      Use of solution database, SAP notes, and creation of change requests
Interval	Restriction by time period
System attributes	Selection of one or more systems which are assigned to the messages
Business partner	e.g. problem reporter, last changer
Message attributes
Subject	e.g. catalog, code group, code
Used to solve message (only for analysis type Solution information	Use of solution database and SAP notes; creation of change requests from messages
Grouping	Column selection in the task and collection of messages into logical groups

Activities

To call the analysis of Service Desk messages:

       1.      Choose a solution in the transaction SOLUTION_MANAGER.

       2.      Choose Solution Reporting → Service Desk in Operations.

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:

                                                  i.       Choose the symbol  in the initial screen of your report.

                                                ii.       Select your variant.

                                               iii.       Choose Schedule.

You are in the job definition screen.

                                               iv.       Define the processing for the report.

                                                 v.       Schedule the report.

The system runs the report.