Authorization for Service Desk Messages

[Former Member]

Hi All,

Is there a way to limit the ability of individuals to see only the Support Messages that are assigned to them or their support team?

For instance, is there a way to let only the business partners listed under HR Team in the org chart see the items where Support Message Support Team is set HR Team? And where the individual is set the the Person Responsible?

thanks,

Jason

[Former Member · Accepted solution]

Hey jason,

I think you are looking restricting the view of tickets..

This can be controlled by authorizations:

Follow these :

Define selection variants, which can then be stored in a transaction. These transactions can in turn be assigned to roles.

You can create variants using the Selection Monitor (CRM_DNO_MONITOR).

***Define the criteria in the Transaction Monitor, and choose from the menu: Goto . Variants . Save as variant. ***

There are two ways to assign the variants to a transaction:

1)Using Transaction SE93:

• Create a new transaction code

• Select the transaction with parameters (parameter transaction)

• Specify the transaction field, enter "Start_Report" and set "Skip entry screen"

• For GUI support, select all options

• Specify the following parameters:

• D_SREPOVARI-REPORT = CRM_DNO_SERVICE_MONITOR

• D_SREPOVARI-VARIANT = Name of the previously created variant

• D_SREPOVARI-NOSELSCRN = "X"

Service Desk – Additional Information

2) Using Transaction PFCG:

Select the role. On the "Menu“ tab for the role, select "Insert report“. In the dislog box, select the report type’ABAP Report’ and specify the report CRM_DNO_SERVICE_MONITOR. Select the desired variant and set the option ’Skip selection screen’. Set all the options for GUI support.

Please Reward points for usefull answer.

Revert whenever needed.

[Former Member]

exactly what I was looking for Suzzane. thanks.

[raguraman_c]

Hi,

Check the object T_SD41013400 in SAP standard Role, SAP_SUPPDESK_PROCESS, Hope this helps.

Feel Free to revert back.

--Ragu