What is exciting about Solution Manager 7.1, SP05, GA since June, is that now it offers BW content for Time recording. To configure time recording in Solution Manager 7.1, see here:
See the SAP help here:
For me, I ended up activating BI Content manually for BW InfoSets 0SPR_MSET, 0SPR_LAST
RSA1 -> BI Content
Figure 1: Activate BW Content
Figure 1 shows where to activate the BW content for time recording.
To be sure it has activated correctly go to SM_CRM to display the CRM web client
What is new in Solution Manager 7.1 SP05 is the ITSM BW Reporting feature
Click on the ITSM BW Reporting link in Figure 2.
Figure 3 shows I can change the filter for the report
In Figure 4, I select “Click here to load data from Business Warehouse”
Figure 5 – Time Recording
Figure 5 shows the time recording reporting available – the time recorded by priority, average work effort and total work effort.
This should answer the question where is the support staff spending their time? On incidents?
Figure 6 shows you can send this report via BEx Information Broadcasting
You can also check out the resources on the Solution Manager Ramp-up Knowledge Transfer ( service.sap.com/rkt-solman )
Learn more at these future Solution Manager events:
Projects 2012 Oct. 29-31, Las Vegas
SAP TechEd, Oct. 15-19, Las Vegas