Skip to Content
avatar image
Former Member

Business partner could not see reported message in work center

Hello all,

A customer wants to use the service desk function of solman.

He made the setting following service desk configuration guides. Afterwards the endusers(key users) could report messages via work center, and they could see the messages they reported. However, the processors could not see the reported messages.

Could you please suggest what's the problem?

Best Regards,

Robin

Add comment
10|10000 characters needed characters exceeded

  • Get RSS Feed

1 Answer

  • Best Answer
    avatar image
    Former Member
    Jan 05, 2009 at 05:23 AM

    Robin,

    Are the message processor assigned to the message.

    Is there any automatic assignment of the message processor.

    Which variant are the looking into.

    Check with CRM_DNO_MONITOR and open the ticket and confirm that there name is appearing in the ticket.

    Pls assing pts

    Regards

    Prakhar

    Add comment
    10|10000 characters needed characters exceeded

    • Former Member Former Member

      Dear friend,

      If you choose Reported by me/Team link it takes the ticket having your business partner in the ticket which can be support team or message processor if you are not the reporter in the said case.

      Now you need to have some sort of determination .So that whenver a ticket is created the reponsible person or team assigned to it.

      you can check the following link for this configuration,

      /people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

      As I said earlier enter the transaction CRM_DNO_MONITOR this is standard tcode used for query on tickets.

      Now via workcenter the links are variants of this transaction ...for .eg..so if you select mine this transaction it will show tickets in which your name or business partner is there.

      This is a configuration or consulting Issue not the problem in the system.

      Pls assign pts.

      Edited by: Prakhar Saxena on Jan 5, 2009 9:44 AM