show to the user there support message list

[Former Member]

Hi

We are using the service desk in solman 7.

The user's send there problem's and request with the service desk.

The user's don't have a user to the solman only to the ECC.

How can the user's see there list of support message's ? what is the best way (and I don't want to open a user in the solman)?

Best regards

Lior Grinberg

[raguraman_c]

Hi,

The user will not be able to see the list of tickets created unless they have an id in the system.

But you can update the user with the status of their messages that are currently processed. This can be done using mail action, which will contain the details of the messages that is currently being processed.

Hope this helps.

Feel free to revert back.

-=-Ragu

[Former Member]

Hi,

Have a look at the below links and docs for Sending email from service desk.

/people/riccardo.escher/blog/2009/08/21/pep-up-your-charm--part-1-howto-create-a-smart-e-mail-action

/people/dolores.correa/blog/2007/09/18/sending-e-mail-from-support-message

/people/emmanuele.prudenzano/blog/2006/08/03/an-advanced-solution-for-sending-email-from-solution-manager-or-crm

https://websmp105.sap-ag.de/~sapidb/011000358700001903822008E.PDF

Also, you can find the How to guide to Service desk in the below link.

https://websmp201.sap-ag.de/~sapdownload/011000358700000776062009E/Howto_ServiceDesk.pdf

Thnx,

Waseem.