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Former Member

How to manage 3 levels of support?

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

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1 Answer

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    Former Member
    Mar 08, 2009 at 08:46 AM

    Hi Samad,

    "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."

    I think you have to manage in role authorization (PFCG) for each partner.

    And in the status profile, you have to define authorization key also for each partner.

    Regards,

    Rhesa

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    • Former Member

      Hi Rhesa,

      First, thank you for your answer.

      In my knowledge, I can use the PFCG, B_USERSTAT and Key Authorization if I want that the users status list depend on the users. Unfortunately, it is not exactly what I want to do.

      My wishing :

      When the message is on "Send to support provider" status the users can only display the message and the user can not activate the change mode with the "Display/Change Button".

      Thanks

      Best regards

      Samad