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Former Member

Solution Manager Service Desk authorization

Hi

We're in the middle of implementing service desk for key-user acess. I.e our key-users should be able to use the system to veiw tickets and to be able to respond and set some statuses.

The problem I have is to restrict the change authorization to only their own tickets. Anyone know if and how this can be easily done?

The idea is that the Key-User should be able to view all tickets to be able to find a soluton to their question before creating an incident but only to view all those tickets. When the Key-user has created a ticket he should be able to change his own ticket and for example to create a reply to service desk or set status to Solution Confirmed. We will be using both work centers and GUI acess.

Any ideas are welcome!!

BR

Andreas

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2 Answers

  • Best Answer
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    Former Member
    Mar 30, 2011 at 09:39 AM

    Hi Andreas,

    you can implement BADI CRM_ORDER_AUTH_CHECK, Method CRM_ORDER_ADD_AUTH_CHECK to achieve this.

    It is called on message display or edit in both GUI and Workcenter.

    Check if business partner of user is in partner function "Requester". If so, he has full authorization to edit.

    If not, he has only display authorizaiton.

    Create a new authorization object which is assigned to all non Key-Users. If the authorization check for this object is successful, the above checks are ignored and the user has full access (because he is no key user).

    Regards,

    Christoph

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    • Former Member

      >

      > Hi Andreas,

      >

      > you can implement BADI CRM_ORDER_AUTH_CHECK, Method CRM_ORDER_ADD_AUTH_CHECK to achieve this.

      > It is called on message display or edit in both GUI and Workcenter.

      >

      > Check if business partner of user is in partner function "Requester". If so, he has full authorization to edit.

      > If not, he has only display authorizaiton.

      > Create a new authorization object which is assigned to all non Key-Users. If the authorization check for this object is successful, the above checks are ignored and the user has full access (because he is no key user).

      >

      > Regards,

      > Christoph

      Perfect!!

      Thank you very much, this did exactly what I was asking for!

      Many thanks!

      /Andreas

  • Mar 30, 2011 at 01:44 PM

    Hi

    can be done,We need to maintain the different authorization keys for the status which we did not want a user to access. If we leave it blank it will allow user to access.

    this is acheived by the authoraization object b_userstat,

    Jansi

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