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Service desk messages

Former Member
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how to restrict users sending messages from solution manager using help-->create support message.

ie only 1 user should send other users should not.how to do this.

Accepted Solutions (0)

Answers (5)

Answers (5)

Former Member
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Hi,

You will have to write BAdi with the help of ABAPer.

We had same requirement and we have successfully resolved it. No one can create message in solman.

Regards,

Nikhil

Former Member
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Hi Rajesh,

I don't understand why you have req like only 1 user should be able to create a help desk message.

Because as recommended everyone whether working on solman or any other satellite system should be able to post a ticket for the problem which they facing mentioning the severity.

Secondly all the messages whevere it is being posted, are accessible by Support team which can reject the ticket or close the ticket if it is ir-relevant.

Please reward points if it helps.

Former Member
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hi Prakhar Saxena ,

thanks for ur response.

according to our policy,no one should send message from solution manager.they have to send only from satelite systems.

only one person will divert the messages in the solution manager to the corresponding dept and only that person is allowed to send a mesage from solution manager.thts the reason.

so pls tell me how to do that.

Former Member
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Hi Rajesh,

One thing you can do is,for the persnd whom you dont want to be able to create support ticket from solman,

Go to that persons BP number(in tcode BP) and in the identity tab do not maitain solution manager system.

Hope this will help you.

Regards,

Avinash.

Former Member
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Hi Srinivaan,

thanks for replying.

as u said i have given the roles to the user except notif_create

transaction.

but still that user able to create support message thro HELP-->CREATE SUPPORT MESSAGE.hw is thaat possible and hw to go about this.

Rajesh.

Former Member
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hi avinash,

Thanks for reply.could u pls tell me what is the authorisation object or what is the t code for creating support message else tell me what are all the role should contain? or should not contain to avoid sending messages.

Former Member
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Hi Rajesh,

The T Code is: NOTIF_CREATE

Authorisation Object - SAP Role SAP_SUPPDESK_CREATE

The other roles are:

SAP_SUPPDESK_DISPLAY - Role for Support Desk Display User

SAP_SV_FDB_NOTIF_BC_PROCESS - Processor of a Support Notification

SAP_SUPPDESK_PROCESS - To be able to open and process a Support Message created

Trust this helps.

Regards,

Srini

Former Member
0 Kudos

Hi Srini,

just want to know the following:

Is it mandatory to use solman tickets in SAP ? Our company wants to abolish solman support desk messages as it wants to use a third party windows-based ticketing system  for SAP users.

What are the consequences for us as far as SAP is concerned ! Not that, my company has to

suffer in case we need SAP online support activities.

'will be pleased for any feed backs to this isuue !

Thanks

Kumar

Former Member
0 Kudos

Hi Rajesh,

This can be done using roles.Assign support desk creation role only to the users you want.

Regards,

Avinash.