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1. Objectives

This article explains how to use the OCC CRM data provider.

2. Supported Renderers

The CRM data provider supports this following renderers:

  • Line Chart
  • Pie Chart
  • Donut Chart
  • Line-Column Chart
  • Dual Line Chart
  • Dual Line-Column
  • Dual Bar-Column
  • Stack Bar Chart
  • Stack Column Chart
  • Stack Column Chart2Label
  • Waterfall Chart
  • Column Chart
  • Bar Chart
  • Table History Renderer
  • Trend Table Renderer
  • Dynamic Table

Here is an example for the 

-  Prepare a saved search on the CRM, Go to the Transaction CRM_UI:

Display all the table columns:

Query: /STDF/DP_CRM:COLOR=#1f77b4|legend=Query 0|OCC_JUMP_IN=|SLA=|TREND=|G2Y=|Y2R=|COLOR_RATING=| DISPLAY_ATTRIBUTES=|visible=true|Saved_search=5CF3FCDCEC001ED8A1BA6A8A2A986CD6|Filter=|Backlog=|Drilldown=

- Select/Edit some columns titles:

Query:  /STDF/DP_CRM:COLOR=#1f77b4|legend=Query 0|OCC_JUMP_IN=|SLA=|TREND=|G2Y=|Y2R=|COLOR_RATING=|DISPLAY_ATTRIBUTES=Guid>GUID CRM,PROCESS_TYPE>Process Type|visible=true|Saved_search=5CF3FCDCEC001ED8A1BA6A8A2A986CD6|Filter=|Backlog=|Drilldown=

- Select/Edit some columns titles, Keep the right attributes with the same behavior:

DISPLAY_ATTRIBUTES= <KEY1> > <Display_name1>, <KEY2> > <Display_name2>,*

The Asterix in column means that we will show all other columns in addition to those with changed names.

Query: /STDF/DP_CRM:COLOR=#1f77b4|legend=Query 0|OCC_JUMP_IN=|SLA=|TREND=|G2Y=|Y2R=|COLOR_RATING=| visible=true|Saved_search=5CF3FCDCEC001ED8A1BA6A8A2A986CD6|Filter=|Backlog=|Drilldown=|DISPLAY_ATTRIBUTES=Guid>GUID CRM,PROCESS_TYPE>Process Type,PROCESS_TYPE_TXT>Process TXT,OBJECT_ID>Object,OBJECT_TYPE>Object Type,*

Jump-in to CRM_UI from the dynamic table:

Prepare a saved search on CRM


Jump-In to CRM_UI:

Jump-In from the "Stack Column Chart 2 Label” renderer :

We have to add the number of the gadget which we want to jump to in the query using this format: OCC_JUMP_IN=<configid>-<gadgetid>  

Query:/STDF/DP_CRM:COLOR=#1f77b4|OCC_JUMP_IN=260-1201|SLA=|TREND= |G2Y=|Y2R=|COLOR_RATING=|DISPLAY_ATTRIBUTES=|Saved_search=5CF3FCDCEC001ED8A1BA6A8A2A986CD6|Filter=|Backlog=|Drilldown=PRIORITY_TXT|display_value=false|visible=true|legend=priority/

When clicking on the column, a new window is displayed :

Here is the displayed window :

3. Attributes Description:

Here is a table explaining all possible attributes for the CRM Data Provider:

AttributesDescriptionDefault ValueValues  in the query
Saved Search 

The name of the saved search

PS:The data provider returns only the list of saved search created by the current user

You need the clear the dashboard cache in order to refresh the list of saved searches.

Not assigned

Select the type of date that we want to filter on:

- Creation date

- Last modification date

Creation date

Creation Date => 1
Last Modification date => 2


The group drilldown displays the list of fields that we can make a drilldown on.

For example, if we selected 'Priority', we will get the result of the selected saved search grouped by the distinct priorities.

Not assigned

Priority => PRIORITY_TXT
Urgency => URGENCY
Impact => IMPACT
Transaction type => PROCESS_TYPE
Created By => CREATED_BY
System Status => CONCATSTAT

Description => DESCRIPTION

Category => CATEGORY_TXT



Installed Base => REF_IB_IBASE

SAP Component => /AICRM/SAP_COMP

SAP incident number => /AICRM/ICT_NUM


Support Team => partner_fctSLFN0003

Dev team => partner_fct/SALM/09

Requester => partner_fctSDCR0001

Solution Category => /AICRM/PROBLEM _CATEGORY


Related Source => /AICRM/F0001

Substatus => /AICRM/REASON_ID

Service Organisation => SERVICE_ORG

Sales Organization => SALES_ORG

Main Project => /AICRM/PROJECT_ID

Project-Related Solution => /AICRM/SOLUTION_ID

Additional Solution => /AICRM/CONTEXT_SOLN_ID

Change Manager => partner_fctSDCR0002

Current Processor => partner_fctSDCD0004

Change Advisory Board => partner_fctSDCR0003

Quality Advisory Board => partner_fctSMCD0004

Production Manager => partner_fctSDCD0005



If we choose the option "YES", the DP CRM returns all found incidents/documents in the saved search and it set the period/resolution at Today/Day.

New options are available : Cumulation and Burndown


No => 0
Yes =>1

3.1 Saved & Filter Tabs

The data provider returns the number of objects found on CRM using a chosen saved search created in CRM. It traits all types of saved searches (i.e. incidents, normal change) and support hourly, daily, weekly and monthly aggregation.


  • The saved search needs to provide the ‘Transaction Type’ or ‘Status’ filter in order to get a correct result. Otherwise, the message ‘No transaction Type specified’ appears.
  • The ‘Time Frame’ choosed for the saved search is not taking into consideration when configuring the OCC dashboard.
  • The saved search is considering the Maximum Number of Results’ when displaying the data provider results on the OCC dashboard.

3.1.1 Saved search for incident

Go to the transaction CRM_UI, to get incidents list:

We created a saved search on CRM for incidents named medium_defects” .

On OCC, we choose /STDF/DP_CRM as DP, medium_defects as saved search, creation date as filter, Last month as period and Day as resolution.

Click on "Save"  button.

3.1.2 Saved search for normal change

We created a saved search on CRM for normal change named successful_normal_change.

On OCC, we choose /STDF/DP_CRM as DP, created_normal_change as saved search, last modification date as filter, Last month as period and Week as resolution.

3.1.3 Saved search for business requirement (without Transaction Type filter)

We created a saved search on CRM for  named “veryhigh_br” without indicating a “Transaction type” or “Status” filter.

On OCC, we choose /STDF/DP_CRM as DP, veryhigh_br as saved search, creation date as filter, Last Year as period and Month as resolution.

This message appears because we didn’t specify the transaction type in the selected saved search.

3.1.4 Saved search for incident with HOUR resolution

Go to the transaction CRM_UI, to get incidents list:

Example 1 : On OCC, we choose /STDF/DP_CRM as DP,  'Creation Date' as filter (in the query "Filter=1")

Query: /STDF/DP_CRM:COLOR=#1f77b4|legend=Query 0|OCC_JUMP_IN=|SLA=|TREND=|G2Y=|Y2R=|COLOR_RATING=|DISPLAY_ATTRIBUTES=|visible=true|Saved_search=5CF3FCE8D2301EE88CA1D5130FA1E121|Filter=1|Backlog=|Drilldown=|display_value=false

Example 2 : On the OCC dashboard, we choose /STDF/DP_CRM as DP, 'Last modification date' as filter (in the query "Filter=2")



3.2  Backlog Tab

Example  : Go to the transaction CRM_UI, to get incidents list:

If we choose the option "YES", the DP CRM returns all the incidents or documents found with the saved search. (in the query "Backlog=1")

Query: /STDF/DP_CRM:COLOR=#1f77b4|legend=Query 0|OCC_JUMP_IN=|SLA=|TREND=|G2Y=|Y2R=|COLOR_RATING=| DISPLAY_ATTRIBUTES=|visible=true|Saved_search=5CF3FCDCEC001ED8A1D4FC058ACE22BB|Filter=|Backlog=1|Drilldown=|display_value=false

When using the Line Chart Renderer we get this result:

When using the Dynamic Table Renderer we get this result:

Cumulation and Burndown options:

Cumulation: Sum up each granularity value from the previous value


  • Sum up all the documents from each granularity
  • assign the result to the first occurrence
  • For each granularity we subtract the value from the previous granularity : previous value – current value

3.3 Drilldown Tab

To use the STACK_COLUMN_CHART_2LABEL, we should choose the period and resolution in the way that the gadget returns one value. ( examples : Today/Day, Last_Month/Month, This_Year/Year… ).

Also, we need to specify a legend like shown below:

The ‘/’ is required to get a correct display.

We have to be sure that the selected drilldown can be applied on the selected saved search.

3.3.1 Drilldown : Status

Example : On the OCC dashboard, we choose /STDF/DP_CRM as DP, in the tab drilldown we choose 'Status' (in the query "Drilldown=CONCATSTATUSER")

Query: /STDF/DP_CRM:COLOR=#1f77b4|legend=Query 0/|OCC_JUMP_IN=|SLA=|TREND=|G2Y=|Y2R=|COLOR_RATING=|DISPLAY_ATTRIBUTES=|visible=true|Saved_search=5CF3FCDCEC001ED8A1BA6A8A2A986CD6|Filter=|Backlog=|Drilldown=CONCATSTATUSER

3.3.2 : Drilldown : SAP Component


Query: /STDF/DP_CRM:COLOR=#1f77b4|legend=Query 0/|OCC_JUMP_IN=|SLA=|TREND=|G2Y=|Y2R=|COLOR_RATING=|DISPLAY_ATTRIBUTES=|visible=true|Saved_search=5CF3FCDCEC001ED8A1BA6A8A2A986CD6|Filter=|Backlog=|Drilldown=/AICRM/SAP_COMP

3.3.3 : Drilldown : Product ID

Example 5: On the OCC dashboard, we choose /STDF/DP_CRM as DP, in the tab drilldown we choose 'Product ID' (in the query "Drilldown=REF_PRODUCT_ID")

Query: /STDF/DP_CRM:COLOR=#1f77b4|legend=Query 0/|OCC_JUMP_IN=|SLA=|TREND=|G2Y=|Y2R=|COLOR_RATING=|DISPLAY_ATTRIBUTES=|visible=true|Saved_search=5CF3FCDCEC001ED8A1BA6A8A2A986CD6|Filter=|Backlog=|Drilldown=REF_PRODUCT_ID

3.3.4 : Drilldown : Priority

Example 6: On the OCC dashboard, we choose /STDF/DP_CRM as DP, in the tab drilldown we choose 'Priority' (in the query "Drilldown=PRIORITY_TXT")

Query: /STDF/DP_CRM:COLOR=#1f77b4|legend=Query 0/|OCC_JUMP_IN=|SLA=|TREND=|G2Y=|Y2R=|COLOR_RATING=|DISPLAY_ATTRIBUTES=|visible=true|Saved_search=5CF3FCDCEC001ED8A1BA6A8A2A986CD6|Filter=|Backlog=|Drilldown=PRIORITY_TXT

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