Total number of times a ticket was touched in C4C

[shenu]

Hi SAP experts,

We are trying to find an ODATA object that can give us a number for the total number of times a ticket was touched (I think the changes tab captures all changes that were made and gives a number - it will not be very accurate though as a number of fields can be changed at the same time or one click- save). Do you know if it is possible to get metrics for this data or any suggestions on how this could be achieved?

Thank you 🙂

[former_member226 · Accepted solution]

Hello,

SAP Offer association "ServiceRequestHistoricalVersionCollection" for c4codataapi within ServiceRequestCollection entityset. This captures status change-related information and if this doesnot suit your business need then, AFAIK, as of today there is no other way to get the object change log from standard solution via odata.

Maybe as a workaround you can implement the following solution:

1. Create a KUT field for saving the count for Ticket UI. Let say field name is "NumberOfSave". Also extend this field to standard Odata.

2. Now create a workflow rule which will be triggered "OnEverySave" without any condition and will simply add action as "Increment Counter". For details pls check this video: https://www.youtube.com/watch?v=fJ0jbQbgl60

3. With this you will be able to increament the counter everytime a ticket is saved for all new tickets.

4. For old tickets, there is no possibility to say how many times a SAVE was actually executed. Hence you need to rely on "Change Log" of the ticket. if you decide to move ahead with it then you can implement a MDR to fill "NumberOfSave" for all the existing tickets using custom action where you will use "ChangeHistory" reuse library to get the historical change count.

Once all these steps are done then ideally for all the new changes you will be able to have count in the odata.

[shenu · Accepted solution]

That is excellent, thank you so much for the workaround and the information, very much appreciated!

[pamukuntla]

Saurabh is correct, there is no OdataService available to pull Ticket Change log, I saw this Request in Customer influencer forum, please vote to get Sap attention to this issue. https://influence.sap.com/sap/ino/#/idea/257322/?section=sectionDetails

Hi Suarabh, thank you for sharing the work around.

[shenu]

Thank you 🙂