Viewing Messages in Solman
I have just finished implementating the service desk for a large company. This company has 5 operating divisions and each division has their own support personal. I have also implemented workcenters. I am now trying to setup the service desk in such a way that each opertaing division can only view the messages that are created for their systems. They must not be able to see the messages from all the other divisions. I would also like to specify some sort of access control for projects as well. Where by each operating division can only see the projects for their division. Is this possiable and if so can someone please explain how one goes about doing this.
Access to projects can be controlled through roles. There is an object for project names. I've seen it done where each divisions projects will start with a certain letter and the object value is for example A*. Then the user can see all projects that start with the letter A. You can also just have a role for each project and assign that role to users when a new project is created. This requires a bit work everytime a project is created, but it is more flexible.
For support messages you create a display variant where the support team field is set to a certain team value. Then you assign a transaction to this display variant. To see there queue they go to the custom transaction and you take away access to CRM_DNO_MONITOR. This way they only see their messages in the queue. I think they can still open the other support teams messages if they entered the support ticket number in directly. This may be able to be controlled with roles as well, but it would need some investigating.