Funcionalities in the workcenter Incident Management
When the Service Desk is set up, will all its funcionalities be available in the workcenter Incident Management if we choose to use that? E.g. will the support team determination be available there?
Sanjai Prabu Govindan replied
The answer is "No" because Workcenter will not have any SPRO or configuration steps to do.
Typically workcenters are role-based.
If a person belongs to System Administator, then his workcenter will be assinged with System Administration and Monitoring.
*****He can do all the activities what he will be doing on DSWP.
If a person belongs to service desk, then his workcenter will be assinged with Incident Management.
*****He can do all the activites of service desk(not any configuration steps) whatever he will be doing on CRM_DNO_MONITOR, NOTIF_CREATE or and CRMD_ORDER like create a message, create a change document, approve the change document, create a normal correction, create a transport request, logon to system, create transport request, release transport request, import transport request to QAS and PRD or forward a support message to SAP.
If a person belongs to ChaRM, then his workcenter will be assinged with Change Management and Incident Management.
*****All actions of mentioned above in service desk and ChaRM(not any configuration steps).
whatever he will be doing on CRM_DNO_MONITOR, CHARM_CREATE or and CRMD_ORDER