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Replys from SAP to end-user

Hello colleagues,

I'm a VAR analyst and currently facing a doubt about the ITSM process.

The question is;

In the case that we end up sending the message to SAP, is the end-user (user who opened the incident) allowed to view the response from SAP?

Currently I'm the only one able to interact and view messages with SAP, if the enduser want to check it, I need to copy information from SAP and reply back to the customer as "Response".

So, is this the standard way of ITSM?

Thanks in advance,

Marlon Frasson

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    author's profile photo Former Member
    Former Member
    Posted on May 09, 2015 at 06:23 PM

    Hi Marlon,

    From your post what I understood is you are using ITSM incident management for raising SAP OSS message. So when SAP replied back you got details under text type 'Information from SAP'. But same SAP reply is not visible to end user in that particular ITSM incident.

    If my above understanding is correct , then check the Authorization of end user for Text type 'Information from SAP'. Once you provide this text type access, end user should be able to view this SAP reply.

    Hope this helps . Let me know if it works.

    Cheers

    Praveen

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  • author's profile photo Former Member
    Former Member
    Posted on May 11, 2015 at 08:12 AM

    Hi,

    Auth Object for this is CRM_TXT_ID.

    Cheers,

    Robert

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