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Former Member

Service desk roles--Restrict messge processor to confirm the message status

Dear SAP Guru's,

We want to use servicedesk functionality in our Solution Manager.

We have some specific requirement.

1.The end user (reported by) is able to modify the message and change the message processor, we need to restrict it.

2. The message processor is able to confirm the message status, we need to restrict it. we have assigned SAP_SUPPDESK_PROCESS role to message processor.

3. We would also like to know the functioning roles of Reported by, Support team and Message processor users.

Please help.

Regards,

Vinod Palli

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2 Answers

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    Former Member
    Feb 23, 2010 at 01:06 PM

    Hi Vinod,

    1.The end user (reported by) is able to modify the message and change the message processor, we need to restrict it.

    Assign only the end user role alone to the end users who will be able to view only their messages.

    2.The end user (reported by) is able to modify the message and change the message processor, we need to restrict it.

    Authorization key is maintained for each status. the authorization object for that is b_userstat . so get the list of authorization keys which the processor shud have.

    and assign this to the role.

    3.The end user (reported by) is able to modify the message and change the message processor, we need to restrict it.

    REported by- is the user who creates the incident.

    support team- is the team who is working on the incident(BASIS, CRM etc.,)

    Processor- is the person from the team who is currently working on the ticket.

    i hope this helps.

    Regards,

    Subhashini.

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    Former Member
    Feb 23, 2010 at 01:35 PM

    Hi Vinod,

    Provide only workcenter access to keyusers with role to create message SAP_SUPPDESK_CREATE/SAP_SUPPDESK_DISPLAY in this case user will not be able to change the message processor.

    2 & 3 as answered by Subhashini.

    Regards,

    Shyam.

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