Regarding Service Desk and Work Center in Solman 7.0

[Former Member]

Dear All,

I have configured Service Desk in Solution Manager 7.0. Following are the system details :

SAP_ABA 700 0016

SAP_BASIS 700 0016

PI_BASIS 2005_1_700 0015

ST-PI 2008_1_700 0002

SAP_BW 700 0017

SAP_AP 700 0011

BBPCRM 500 0012

BI_CONT 703 0008

CPRXRPM 400 0011

ST 400 0017

ST-A/PI 01M_CRM570 0000

ST-ETP 100 0000

ST-ICO 150_700 0023

ST-SER 700_2008_1 0000

I have following queries/issues :

1. End user able to create support message in satellite systems and Mesage processors are able to process the same issues in Solution Manager. But where End User can see or process there own ticket. Do we need to create SAP ID in Solution Manager for End Users. If yes, then what are the roles need to be attached and what is the transaction code for End User.

2. I have also activated Work Center in Solution Manager. Could End User use the Work Center to process thier own tickets. I am able to see the tickets in Work Center those are assigned to me but unable to process them. Could you please let me know the roles required for Message Processor in Solution Manager.

Thanks and Regards,

Abhishek Sharma

[Former Member · Accepted solution]

Hi,

Please refer below url hope it helps.

/people/kamran.ellahi2/blog/2006/01/13/setting-up-sap-service-desk-123-and-go

/people/federico.babelis2/blog/2006/04/14/service-desk-configuration-guide-for-dummies

Users can see those messages in Solution manager as well, you have to define those users as a BP.

Regards,

Deepanshu

[Former Member · Accepted solution]

Hi,

Have you setup the approval process in Service Desk in Solution Manager.

I have created IDs in Solman for Keyuser so that they can check the status of thier own message, revert to Message Processor if any input required and close the ticket.

But as Keyuser access the ticket via TCode CRM_DNO_MONITOR, they are able to access all the tickets and modify them.

Could you please let me know the authorization object so that I can control the same. Please guide me if any alternative exists for the same.

Thanks and Regards,

Abhishek Sharma

[Former Member · Accepted solution]

Hi Abhishek,

Done the same long long back, let me check if I can get and I'll update you.

Regards,

Deepanshu