Service Ticket Datasource key figures not calculating time based on SLA Time lines

[Former Member]

Dear Experts,

In the service ticket OVERVIEW tab--TIMELINE the two fields Time with agent and Time with customer are being update with time based on the service leleve timeline defined in the system.

But the standard key figures given for these fields in the Tickets Data Source are not considering the Service level times defined in the system.

Is there any way the key figures Lead time (s), Total time at processor (s) Total time at Requester(s) also updated based on the service level time lines .

thanks for the info.

LG,Mani

[julian_jimenez]

Hi Mani,

I removed the tag related to "SAP Analytics Cloud" as this is not related to this product.

[olga_bittner2]

Hello Mani,

For the Time at Processor / Requester in seconds, you can make use of the data source 'Ticket Time Points and Contact Party' (SEODSRQDTS01). It contains the following characteristics:

• Time with Customer (ISO 8601 duration formation)
• Time with Agent (ISO 8601 duration format)
• Time with Customer (s) (in seconds)
• Time with Agent (s) (in seconds)

In contrast to the key figures in the data source 'Ticket', these characteristics consider the defined SLAs.

As an additional note: Because these fields are characteristics right now (not key figures), they cannot be used for calculations in custom key figures for example. There is a suggestion here: https://influence.sap.com/sap/ino/#/idea/226429/ to have them added as key figures as well.

I hope this helps.

Kind regards,

Olga Bittner