prathish5,
I did this in our SolMan by following the instructions provided by a SAP document called: "Service Desk VAR Setup Master Data". I got it from the Support Portal, though I can't seem to find it now so I can't provide a link at this time.
Anyway, assuming that your SolMan is already able to download your master data (and/or your customers', if you are a VAR), these are the steps suggested by the guide:
1) The message creator (aka Key User) should have the following authorization roles:
SAP_SUPPDESK_CREATE
SAP_SUPPCF_CREATE
SAP_SMWORK_BASIC
SAP_SMWORK_INCIDENT_MAN
See also SAP note 834534.
A best practice is to create a Z copy of all of these roles (use transaction PFCG), so you can manage them and change them around if you need to. Just make sure to "activate" all the authorizations of your copy of the roles:
- Open the roles in tr. PFCG;
- Select Authorizations, and choose Change authorization data;
- If you get a yellow semaphore, be sure to review the authorizations and fill them according to your security policy. You can assign global permissions for all the authorization objects by double-clicking the yellow semaphore;
- Generate the profile, then go back and save the role;
2) Following the guide, with tr. SU01 I created a Template user and called it KEY_USER (make sure the user type is actually Template) and assigned to it the Z roles you created in the step above;
3) If your SolMan is working properly, you can now use report AI_SDK_SP_GENERATE_BP (tr. SA38) to create the Business Partners and SAP users automatically. The report will log in the Support Portal and read the users which are authorized to open a SAP tickets, and create a BP and user for each of them. Use the Template user KEY_USER created in step 2 as a "Reference user" and all the new users will automatically get the correct autorizations. Also if your SAP Connect (tr. SCOT) is correctly configured, you can choose to send an automatic mail to each user, with their login and generated password.
Otherwise, you can manually create a user with transactions SU01 and BP - be sure to fill the "Identities" table here - the report AI_SDK_SP_GENERATE_BP makes all these things automatically so it's definitely your best bet.
4) Your users should now be able to log in with the SAPgui and use transaction CREATE_NOTIF to create a new message in your SolMan. Also if you have done the preparation steps correctly they should also be able to log in your Incident Manager using their browser, and open a message there and also review their past messages.
Those are just a quick insight of the steps you need to do. This is NOT an easy thing to configure, at least it wasn't for me; if you don't have a reliable guide to follow you're going to struggle: I strongly suggest you browse through the SAP documentations (also the blogs) - http://service.sap.com/xsearch is your best friend!
I hope this helps a little bit. Good luck.
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