I had been trying to get this to work for a while, forgot about it, then tried it again yesterday when I was doing my daily Solution Manager tasks.
Prerequisite: BEx Query 0SPR_WORKLOAD_OF_MESSAGES must be activated; it was not activated in my system so as a result it was never working for me. To activate, go to RSA1 and follow the normal steps to activate in BW.
Next, under the SM_CRM transaction, select ITSM BW Dashboard.
In the upper right corner, select Add New App
Select ITSM Workload app
Then a wizard will walk you through the steps, asking you the transaction types to display.
I selected two transaction types.
This is how it looks:
So the hardest part and the stumbling block was getting the BEx query activated – other than that, everything else was very simple.