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Former Member

Incident Management - Display Incidents with respect to Support Teams

Hello Experts,

We have Implemented Incident Management, And currently to search incidents for respective Support Team we do it by applying a search criteria based on Support Team that will display only the incidents which are assigned to respective support team.

But we want to know if there is any other way we can make this possible. Our requirement in this case is like " If a person belongs to XYZ support Team then when he open ITSM he will get to see only those incidents that belongs to XYZ support Team.

Thanks,

Rakesh Bhor.

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1 Answer

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    Former Member
    Jun 25, 2015 at 11:52 AM

    Hello Rakesh,

    i hope if you have configured Support team determination method.

    Incident Management: Support team determination in Solution Manager 7.1

    Assuming Users have been categorized based on business roles.

    IT Service Management Roles and Authorizations - SAP IT Service Management on SAP Solution Manager - SCN Wiki

    Another way would be:-

    Instead of assigning incident to Organization Unit ,we can assign the incidents to respective position or business partners.

    Support team is determined and users categorized on business roles...you will be able to achieve your scenario

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