Service Desk and CUA

[Former Member]

Hello,

We are preparing to implement the Support Desk functionality. I have been through all the documentation and i have few questions. Here the first one:

We use CUA to manage all our end-user. end-user are distributed from CUA in the r/3 systems. End-user are not distributed in Solman.

From the documentation, it say that end-user must be created as Business Partner "key-user" to be able to log message in Services Desk. Does that mean that all end-user must also be distributed to Solman. Can you please give me some explanation here.

Thank you

[Former Member · Accepted solution]

Hi gilles,

The key users are created in the transaction BP as suggested by already. But a simple thing from our side avoids all users to be created in Solman,once the support desk is in place it takes the responsibility of following up on the issues and the ID of the end user is always a part of the message that can be checked in the attributes tab of the message. Hence in this way the end user is always contactable and the solution can be conveyed.

Rgds,

Raghu

[Former Member · Accepted solution]

Hello Gilles,

One more Input from me..and thanks for the earlier points.

Use transaction DSWP to mass transfer your end users in satellite systems to Solman. Then a BP is automatically craeted for these end users in solman and they are identifiable instantly.

Thats the Method to be followed, so that Key uswers are identifiable in Solman system as well.

DSWP --> Transfer users.

Br,

Sri

( Your points drive us )

[Former Member]

Hello Gilles,

I would like to know if the issue was resolved? Thanks.

[Former Member]

Thank you all for the answers. I think our problem is solved.

[Former Member]

You are correct: CUA (Central User Administration) does not bring users into the Service Desk - you have to do this explicitly. Users must exist in the Solution Manager system as Business Partners, which you can then assign to roles in your organization. This is used by partner determination to automatically assign messages based on values in the message (such as application area).

You can create Business Partners from users that already exist in other systems in your landscape automatically. There are some steps in the IMG for the Service Desk for this:

SAP Solution Manager > Basic Settings > SAP Solution Manager System > Service Desk and Issue Tracking > Business Partners

[raguraman_c]

Hi,

Can you tell me what is CUA?

For the reported by to be there end users should be in solamn.

Pl. let me know your scenario.

--Ragu