'All Tickets With All Interactions' report query

[Former Member]

Hello SAP Community,

I am trying to track number of logged changes saved by users for every ticket.

I was thinking of using 'All Tickets with All Interactions report' but I am confused as to how the standard field functions? Particularly, how is 'number of interactions' calculated, and are other fields such as number of internal notes etc. shown based on user needs or is that part of 'number of interactions' calculation?

Could you please define these standard fields and what they are showing?

Also, if you have any suggestion on how to approach this need, please let me know! It will be much appreciated!!

Thanks.

[former_member226 · Accepted solution]

Hi,

Report "All Tickets With All Interactions" will not show you the number of logged changes. It just shows the Interactions like phone call, social media response etc etc.

For the number of logged changes saved by users for every ticket, you should use Data Source "Ticket History" and design a report on top of it.

To another query about how the field "number of interactions" is being calculated, you should always check out the documentation about respective report by SAP Standard functionality and here you will find all information like calculation or formula in most of the cases.

In particular to your question, you can find the formula behind the calculation for "Number of Interactions" here: https://my3XXXXX.crm.ondemand.com/sap/bc/mdrs/cdo?compname=num_of_interactions&objname=seodsrqintu01...

BR
Saurabh

[Former Member · Accepted solution]

Hi Saurabh,

This is very helpful. Thank you!!