Roles for key user

[Former Member]

Hi,

I have given only SAP_SUPPDESK_CREATE, SAP_SMWORK_INCIDENT_MAN, SAP_SMWORK_BASIC roles and access to transaction crm_dno_monitor for key users....

Now iam able to create message as key user. once the message is in customer action. key user must be able to edit the ticket. How can i get that done. and also if hte message is in proposed solution and customer wants to send that message bac to support. in that case also he should have rights to edit.

Regards,

Shyam.

[Former Member]

Hi,

SAP_SUPPDESK_PROCESS role is ok.. but then... if i give this role then user will be allowed to change even the user and also the team..... normally key user should not be given the authorization to change the suport team and responsible person... is there any way to grey tht out.

Regards,

Shyam

[Former Member]

Hi Shyam,

Give SAP_SUPPDESK_PROCESS role for the key user to edit the ticket.

best regds,

Alagammai.

[Former Member]

Shyam,

I am also facing over here the same problem,

There is a reply button over here in the message ..but whtever reply I am doing its not getting updated in the message..

I have tried that role option "SAP_SUPPDESK_PROCESS" but I doesnot work.

Thanks and Regards

Atul Anand