SAP Knowledge Base Article - Public

2680178 - Number of Tickets in Ticket Reports and Service Work Center are Different

Symptom

You run a report based on data source Ticket, you notice the number of tickets in a report do not match to the number of tickets in the Tickets view in Service work center.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Business Analytics Work Center.
  2. Go to the Report view and open a standard ticket report based on data source CRMSRQHB.
  3. Download the report to Excel and count the total amount of tickets.

The total amount of tickets that you count is 300 (for example).

Compare this with the Ticket View:

  1. Go to the Service work center.
  2. Go To the Ticket view or Employee Support view.
  3. Search for all tickets.

You can see the total amount of tickets displayed is 100 (for example). This is different to the amount counted in the report.

Cause

This is not the correct way to compare results of the tickets in the report and those in the Service work center. The search criteria are not the same.

In the Service work center, Ticket View or Employee Support view the search applies all ticket types, however in standard reports the search usually applies some additional filters. For example, irrelevant tickets are automatically filtered out.

Resolution

You can create a custom report and add the field Classification or 

Irrelevant tickets will have the classification code Not Relevant.

Keywords

Ticket report, Data source CRMSRQHB, ticket,  irrelevant tickets, , KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , Problem

Product

SAP Cloud for Customer core applications all versions