internal talking (conversation) in Service Desk

[former_member182655]

Hello!

How to organize internal conversation via Support Desk between message processors?

Situation:

User sent mail in HelpDesk.

Message processor from 1st level support when he/she doesn't know solution must discuss problem with colleague from 2nd level, but their conversation must not be shown for user. User must see only final result with solution.

We did it with SDCR processes before, but now we should use SDCR for ChaRM aims, not for conversation. This method was useful because of its relationship with main messages (SLFN), i.e. SDCR messages were attached (related) to SLFN.

Does someone have any ideas?

Regards,

Artem

[Former Member · Accepted solution]

Hi,

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The authorization object CRM_TXT_ID needs to be modified and According to recommended note 953666, BAdI implementation AI_SDK_TEXT_AUTH should be active.

For BADI implementation goto Tranx SE19

Select Classic BADI u201CAI_SDK_TEXT_AUTHu201D and click on change option

Click on the activate button to activate the BADI

Moreover for the reply issue in Incident management work-center

do the corresponding changes in the role u201CZSAP_SMWORK_INCIDENT_MANu201D

Add the values in the CRM_TXT_ID authorization object as per the screen-shot

Text ID SU01 and SU30 should be given activity group as u201CChangeu201D and rest Text ID's should be given

display acess.

Text ID SU04 should be left out as this text ID is for internal note in the incident management workcenter

So by doing needful changes in this object we can restrict u201CInternal Noteu201D to be made visible to the customer.

======================================================================================================

Hope this helps,

Regards,

Shyam

[former_member182655 · Accepted solution]

Hello, Mr. frmshyam

Thank you for your reply! You resolved my problem.

[former_member182655 · Accepted solution]

Hello!

I have to rise up my message again...

I've activated AI_SDK_TEXT_AUTH BAdI on my new system. But restricting of authorization object CRM_TXT_ID doesn't solve my problem.

I've copied standard roles SAP_SUPPDESK_* and restrict this object (CRM_TXT_ID) but users still can view denied texts. Please help.