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Incident Management: User/Customer Interface

Hi there,

I'm searching for a solution that users or customers can create support messages in the workcenter.

They should only see their own messages and not the messages from other users. Any idea? Maybe there is a special role for this?

And another question: Is it possible to send the support employee an email, if there is a new message in the support desk?

Thanks and best regards,

Max

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    Former Member
    Dec 22, 2010 at 06:42 PM

    Hi Max,

    Regarding the roles, the key user must have the folowing ones:

    SAP_SUPPDESK_CREATE

    SAP_SUPPCF_CREATE

    SAP_SMWORK_BASIC

    SAP_SMWORK_INCIDENT_MAN

    In general these are the most important authorization objects!

    B_USERSTAT and B_USERST_T -> Authorization to set a status value. For each status value an individual authorization key exists.

    B_NOTIF_IB -> Authorization for IBase components

    B_NOTIF_BC -> Authorization for messages

    CRM_ORD_PR -> Authorization for transaction types, at least transaction type SLFN need to be maintained

    CRM_ORD_LP -> Authorization to limit the visibility according to the organizational model

    CRM_ORD_OP -> Authorization for own messages

    CRM_TXT_ID -> Authorization to see or change text types of a message

    834534 - SAP Solution Manager roles in Release 7.0

    Regarding the email alert, see the following link:

    /people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message

    Best Regards,

    Fernando Rocha

    Edited by: Fernando Rocha on Dec 22, 2010 4:46 PM

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    • Former Member

      Hello Fernando,

      thanks for your answer. I've tried to configure the e-mail alert like in the descrption /people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message

      But I had some problems: I have create the new action definition Z_SEND_MAIL_VIA_ACTION_SENDER. In the next step "Condition configuration" I navigate to action profile SLFN0001_ADVANCE and now I'm searching the new action profile which I've created. But I can't find it ..

      Any idea?

      Thanks and best regards,

      Max