In this blog post you will see the new changes that have been added to the Enterprise Support Reporting Cockpit in the Wave 4 release.
On-premise integration is continuing with the addition of on-premise content into the SAP Enterprise Support reporting cockpit. The following new data sections will be released:
▪ New summary indicators for the new data sections below
▪ New incident overview
▪ New services overview
More content will follow in Wave 5.
New Summary Indicators
The summary provides an overview of the most important information about your solution. The summary indicators are grouped according to section. The following new summary indicators have been released:
▪ Open Incidents
▪ Open Incidents
▪ Closed Incidents
▪ Incidents sent to SAP by channel
▪ CCOE Certification rate
▪ Upcoming Services
Open Incidents –
This chart or table shows the number of open incidents organized by their status and priority. Note that the incidents are displayed in the graph based on their current priority. You can add the Initial Priority to the table on the right using the customizing wheel icon.
Each incident is linked to the incident application in the SAP ONE Support Launchpad. So you can navigate there by clicking the corresponding incident number in the table, assuming your user is authorized to access the incident.
Closed Incidents –
This section shows different views on closed incidents. You can make multiple selections to adjust the content of the graph. The priority used for closed incidents is the incident’s current priority, you can always confirm this by adding the priority fields in the table settings.
Average Processing Time gives you a view on the average time spent at SAP and average time spent on the customer side. The table on the right shows the time spent at SAP and at the customer for each incident.
By Confirmation Type shows the number of incidents closed manually (those closed by the customer) and the number of incidents closed automatically. The system will automatically close an incident that stays in customer action or solution provided status for a certain period of time based on the priority.
By Fulfilment Rate provides an overall picture about the quality of incidents submitted to SAP. This is one of the parameters required for the customer CCoE certification.
More details can be found in the Incident Quality Dashboard which you can access from the link in this section.
Closed Incidents – Customer Satisfaction Surveys
This section displays the numbers of survey responses, along with average ratings, that were collected for the survey provided after closing an incident.
It corresponds with the statistics about the Support Interaction Survey.
- Feedback Ratio shows how many incidents have been rated by customers (compared to manually/automatically closed incidents)
- Support Interaction Survey displays the ratings and shows the feedback provided.
Incidents Sent to SAP –
This chart or table shows the number of incidents that have been submitted to SAP during selected period of time. You can choose to display the data in one of the following ways described below. In all statistics you can see the graph and the corresponding table. By selecting a section in the graph the table will be adjusted accordingly to show you the details to the selected data.
- By trend: This statistic shows you the incidents organized by months and priority.
- By system type: This statistic shows you the incidents that have been reported for productive and non-productive systems.
- By Initial component: This chart view helps you to identify the most critical components by displaying the top 10 components with most incidents. If you want to see information about the other components, switch to the table view. The default is “initial component” but you can go into settings and change the chart to group by “current component”.
- By Input channel: This view shows you how an incident was submitted to SAP
Incident Sent to SAP Response Levels –
This section provides details about all incidents relevant for the SAP Response Levels that have been sent to SAP. Please note that the Response Level data is provided for informational purposes only for each relevant incident based on the content of the service description of your currently valid support agreement.
Planned and delivered services: The pie chart shows the number of services that have been delivered within the timeframe chosen based on the session date of the service. It also shows the number of planned services regardless of date. The details on the planned and delivered services are displayed in the table on the right-hand side and will match the selections made in the pie chart.
Modification Justification Service: Here you can see your booked and delivered SAP Modification and Justification service – a special remote check delivered by SAP solution experts to analyse planned or existing modifications and identify possible conflicts between the customer’s custom code and enhancement packages and other updates. More information in KBA 1281532 – Modification Justification Check – Service Guide
Self Services: Customers have the ability to perform certain services directly in their Solution Manager system, they are called Guided Self Services. With Guided Self Services, SAP offers a proven procedure to analyse and optimize SAP systems. These procedures are based on the experience of service deliveries to thousands of SAP systems. Further information on Self Services, including which services are available can be found on the SAP support portal.
For details on our previous release see the Blog Integration of on-premise products into reporting cockpit has started.
To stay informed please refer to the SAP Enterprise Support reporting cockpit page
support.sap.com/esrc in the SAP Support Portal.