Service Desk and CUA

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