Service Desk configuration in Solution Manager 7.0 EHP1

[Former Member]

Hi Friends,

We have Solution Manager 7.0 EHP1 and upgraded to compnents at level 7.01.

Now We are trying to configure Service Desk. We are able to send support message from setlight systems to solman and also can be send the same to SAP from solman and can be creat soluion database also.

Now we want that how can be restrict the users to see the support message sended by others.

How can find the list of support messages without using t. code CRM_DNO_MONITOR ?

Regards

Ganesh Datt Tiwari

[Former Member]

Hi Ganesh/Paul/Jansi,

Can you please eloborate on how this restriction has been done for person to see only messages forwarded by him to SAP. As far as B_USERSTAT is referenced, this only related to status restrictions. I can have 10 persons in support team who have been assigned access to this particular status so they all will be able to see all messages in list which has same status i.e. 'Sent to SAP', etc.

Apart from Status Auth. Code, anything else also available?

Regards,

Suchit Malia

[Former Member]

Hi,

Waiting for Inputs.

Thanks.

[Former Member]

Helpfull support

[Paul_Babier]

Hello,

Additionally instead of CRM_DNO_MONITOR you can use Solution Manager Workcenters (solman_workcenter)

Then navigate to the Incident Management Tab and clcik on Messages.

Jansi has already told you how to restrict access.

Regards,

Paul

[Former Member]

Hi Paul,

Thanks for your valuable reply.

I have checked it and it is working fine.

Now I want to restrict the users that they can see their messages only and they can perform the actions like mesage send to sap, message from sap, creating solution database etc.

Regards

Ganesh Datt Tiwari

[Former Member]

Hi

How can find the list of support messages without using t. code CRM_DNO_MONITOR ?

goto Solution_manager- > operations-> choose solution landscape-> service desk-> enter the required vaient in the box and execute

To list open support messages, choose the variant All Open Messages

how can be restrict the users to see the support message sended by others

this can be done by the authorization object B_USERSTAT and B_USERST_T -> Authorization to set a status value. For each status value an individual authorization will activate

Please check

Jansi