Hi Alex,
I reccomend you see menu of role SAP_SUPPDESK_PROCESS or SAP_SUPPDESK_ADMIN. CRM_DNO_SERVICE_MONITOR is a ABAP report and you can define variant of this report for work of related processor, such as "My Team" or "For processing by me". See role SAP_SUPPDESK_ADMIN as example.
Best Regards,
Arkadiy
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