SAP Knowledge Base Article - Public

2693915 - Reporting on Ticket, Service Categories and Service Catalogues

Symptom

You are using a standard report (for example Lean Tickets, technical ID CRMSRQHB_Q0018) based on standard data source Ticket (technical ID CRMSRQHB) but you realized that the report result is not accurate.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Business Analytics Work Center.
  2. Select the view Design Reports.
  3. Show the advanced filter and enter the data source Ticket (ID CRMSRQHB).
  4. Open a standard report (for example Lean Tickets).
  5. Run the report and select the characteristic / key figures you would like to display.
  6. You realize that the shown data in the report is not accurate.

Cause

This is the expected system behavior. Reason for this behavior is the parent/child relationship between catalogs and categories.

Resolution

To display the report data correctly, please make sure to use the following characteristic order in the report view: Service Category Catalog, Service Category ID, Incident Category, Cause Category ID, Resolution Category ID, Object Category ID. They have a parent/child relationship like this:

Service Category Catalog

> Service Category ID

> Incident Category

> Cause Category ID

> Resolution Category ID

> Object Category ID

If you want to report on a specific incident category for example, please make sure to select the correct values in the parent characteristics above. So in this scenario the report will only display accurate data, if you do a selection on the characteristics Service Category Catalog and Service Category ID as well. As the value help is of type used context it will display all catalogs or categories, so you would need to know the exact value to choose.

If the characteristics are not available in the report yet, please go to the tab Available Fields in the report and click Add Fields. Here you can find the characteristic Service Category Catalog or Service Category ID under dimension Service Category.

See Also

If you want to use your own individual report, you have the option to create a customized report on top of standard data source Ticket (technical ID CRMSRQHB). Assistance for creating custom reports are available here. SAP Cloud Product Support cannot support customized reports, in those cases please contact your implementation partner or use on of the available SAP forums, further details can be found here.

When you open a ticket in the Service Work Center for example and select a Service Category the other categories are already prefiltered depending on your previous selection. This does not work in reporting in the current release, here you need to know the details as explained above to display correct data in the report.

You will notice that in the data source Ticket or in a report build on top of it you will get a warning message saying:
QDEF Element name "CREDIT_EXPOSURE_AMOUNT" of key figure is longer than 28 characters. This message can be ignored.

Keywords

Service Category, Service Catalog, Service Category Catalog, Ticket, CRMSRQHB, Reporting , KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , LOD-CRM-ANA-SRV , Analytics for Service & Social , How To

Product

SAP Cloud for Customer all versions