How to segregate roles in Service Desk SLA

[Former Member]

Hi Sol-man Gurus,

we r currently in a process of defining Service Desk with SLA we have 3 customers with there users at back-end systems,

@ our end we have level 1 and level 2 users and 1 manager and a project administrator. how can i differentiate roles to level 1 users @ our end and customers and what r all the roles and authorization should i give to all the users for solution manager 7.0 Ehp1 and for managers and Project admin

Appreciate it if any on answers my scenario,

Thanks & Regards,

JaiPandre

[Former Member · Accepted solution]

hello Jaipandre

Did you check the TC# PFAC along with routing rule AC13200137 CRM_DNO_1

Transaction and Components will used to create routing responsibilities.The end result of this configuration will automatically default the central business Help Desk as well as the applicable other support team

Role with Authorization :

SAP_SUPPDESK_ADMIN for administrator who can manage business partners and assign user or employees to Support team

SAP_SUPPDESK_create user create massage in remote systems

SAP_SUPPDESK_Process processors or Help Desk Team

SAP_SUPPDESK_display for just display of messages

If resolve please close and award points

Thanks!

-Santosh Asuthkar

Edited by: Santosh Asuthkar on Sep 15, 2009 10:40 PM