When running the Boomerang report for re-work analytics, the following a number of runtime parameters will determine the output of the report.
The Start Date and End Date define the selection period for the report. The report will analyse cases created within this timeframe.
Case Category specifics the case categories that are to be analysed. If left blank, all case categories will be analysed for re-work.
The Repeat Window is the gap in days between the creation dates of the cases, used to determine whether a case is re-work or not.
The report can be either run in Summary Mode or Detail Mode. If the report is run in Summary Mode, the report will only show the summaries of the results and will not display the detail for the cases that have generated re-work or the repeat cases. In Detail Mode, these cases will be shown.
Rework Only: set to yes as a default, this will only show re-work and not repeat cases.
Refer to section Repeat Cases vs. Rework for details of the two different types.
Only Show Repeat CCATs: set to yes as a default, case categories will only be listed on the report if they have re-work or repeat cases. If this is set to no, all case categories will be displayed in the report.
Match on Message: if this is set, the report will match on specific messages contained in the cases to determine re-work.
Override CCAT specific setting: it is possible to configure specific rules for the matching of cases and determining re-work at the Case Category level. Boomerang can be configured to specify the rules for the repeat window and whether to match on message for each case category, since different exceptions will have different rules. If this option is set, the specific settings for each case category will be overridden.
Users Confirm Cases: Within BPEM there is the ability for cases to go from completed to a status of confirmed. Unfortunately, there is no separate field that records the user details, date and time that a case was confirmed vs. when it was completed. When a case is confirmed, the details of who completed the case and when are overwritten. Therefore, for confirmed cases, the report must go to the change logs in SAP to obtain the details of the user who and the date when the case was set to complete. There is a performance overhead in retrieving the change logs. Some utilities opt that users will confirm a case when it has been completed. Therefore, when this option is set, the confirmed user and date from the EMMA Case table will be used, rather than reading the change logs. This is designed to save processing time. By default, this is turned off.