User Uploading documents in Service desk

[Former Member]

Hello,

We are in process of configuring SAP service desk at a client site. The client requirement is if the support team requires some information from the user, we send the ticket back to the user with status eg. Request for information (We have done this.)

Now, if the user wants to attach a document to the ticket, how can he do this?

We do not want user to see the ticket overview in the transaction data, he should only be able to attach the document to the ticket and send it back to the support team.

Anyone has already done this? or knows a way on how this can be achieved.

We are using SOLMAN 7.0 Ehp1

Rohit

[Former Member · Accepted solution]

Hello Rohit,

You can control the text in ticket by roles. Use differenet text procedure when sending msg to customer. eg. internal note for any internal communication and reply while sending to customer.

Regards,

Shyam

[Former Member]

Hi Shyam,

Can you let me know the authorization object or the role which I can use?

Rohit