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Former Member
Mar 05, 2009 at 09:59 AM

How to manage 3 levels of support?

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Hi Friends,

I try to configure our SolMan to manage 3 levels of support :

- First level : the End Users ,

- Second level : the Customer Local Support,

- The third level : Support Provider (our company).

To do this I added to user status in SFLC0001 :

- "Send to support provider" status available to the customer local support

- "Send to local support" status available to support provider

If the message is on "Send to support provider" status the end users or local support users can display the message but must not change it.

HOW CAN I DO IT?

Feel free if you have another way to manage 3 levels of support.

Thank you for your help

Best regards

Samad