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author's profile photo Former Member
Former Member

Service Desk User access

Hi Experts,

I want my service desk users login on Solman and they can update Msg status and ther remarks.

so what are auth. object needs on there profile, please suggest.

Can we block users access in such a way , they are not able to do add change on other users issue msg.

bcoz , if i give access on crm_dno_monitor to any user, he may access and process all issue tickets.

Thanks

Andrew

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3 Answers

  • author's profile photo Former Member
    Former Member
    Posted on Dec 12, 2008 at 08:47 AM

    Andrew,

    Service desk uses service oriented methodoloy in which only a support desk user or soloman user has the authorization to work on ticket status. Users like message processors or requestors should be communicated through automaic email notification.

    regards,

    Dhiraj

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 12, 2008 at 10:46 AM

    Andree,

    Actually we provide variants for crm_dno_monitor.

    so they have option of seeing only tickets belonging to themselves only

    For e.g create a variant of crm_dno_monitor by choosing mine and then save it and create a ztcode in se93 for the same.

    assign this tcode for the user menu to the respective role of the user.

    So whn this user logs in and click on the link he sees only mine tickets or tickets belonging to him..he doesnt hav access to crm_dno_monitor.

    Pls assign pts.

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 22, 2008 at 04:20 AM

    resolved by self

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