'Seperate' Service Desk for different user groups

[Former Member]

Dear all,

Can I prevent service desk users (e.g. Supporter) to view certain support messages?

Example:

I have two support employees, one for HR one for SD.

Now the SD supporter should not be able to see the HR support messages and vice versa.

But both need the full functionality of the service desk.

Is there a SAP standard way to achieve this?

Or something not too complicated?

Any ideas are welcome.

Thanks,

Jan

[Former Member · Accepted solution]

Hi,

Once you assign the support team in your ticket, only those who are part of that particualr support team (maintained in org structure) will be able to see the tickets in workcenter.

Is this what you are looking for.?

Regards,

Shyam.

[Former Member · Accepted solution]

Hi Shyam,

We are not using workcenters, only the plain old service desk (CRM_DNO_MONITOR).

I will try with different support teams.

I will update this thread with my experiences afterwards.

Regards,

jan

[Former Member · Accepted solution]

Hi,

There are several possibilities to limit the access to service desk

messages.

Within the standard role SAP_SUPPDESK_PROCESS e.g. the authorization

objects CRM_ORD_LP and/or CRM_ORD_OE could be used to restrict the

access dependant on the organizational data.

Another possoibility would be to define specific variants for the

transaction CRM_DNO_MONITOR. If parameter transactions for the

different attributes are set maybe the access to these variants could be

limited.

Further method CRM_ORDER_ADD_AUTH_CHECK of BAdI CRM_ORDER_AUTH_CHECK can

be used to add additional authorization checks for the the business

transaction. Further information about this BAdI is to find in the

documentation to this BAdI.

Other possibility would be the use of BAdI CRM_DNO_MONITOR. In method

PRESELECT you can influence the selection of messages before the result

list is issued. Perhaps it is possible to limit the number of selected

messages that only messages are displayed that contain the relevant bu-

siness partner as key user or message processor. More information about

the BAdI can be found in the attached note 671028 or in the documenta-

tion for the BAdI in transaction SE18.

671028 BADI for service process monitor

Hope this helps.

cheers,

SH

[Former Member · Accepted solution]

Hi SH & Christoph,

Thanks, these Badi-Modifcations look like what we need.

Regards,

Jan

[Former Member]

Hi Jan,

here is the way to do it with BADIs:

You can use BADI CRM_DNO_MONITOR, method UPDATE_LIST to edit the displayed messages in CRM_DNO_MONITOR result list. You can create your own authority check here.

In BADI CRM_ORDER_AUTH_CHECK, method CRM_ORDER_ADD_AUTH_CHECK you can define if a message can be opened (for example with CRMD_ORDER).

You could define by category, subject or own customer field to which group a support message belongs.

You cold define by user parameter, business partner attribute, role name, authorization object or assignment in orgmodell, to which group a user belongs.

Regards,

Christoph