Unable to find reply from End User in Service Desk

[Former Member]

Dear Experts,

I have configured Service Desk in Solution Manager 7.0. We are using Workcenter to process the tickets.

We are able to perform following function in our Service Desk and Workcenter.

1. End users are able to create tickets in Satellite system.

2. Message Processors are able to process the ticket in Workcenter.

3. Message processor can reply or propose a solution with the help of Workcenter.

4. End Users are able to see the reply and can close the tickets as they also have login for Workcenter.

But

If End User replies to Message Processor in Workcenter , Message Processor unable to find the reply from End User as this functionality required for exchanging information to solve a particular issue.

Please guide where and how to find these replies.

Thanks and Regards,

Abhishek Sharma

[former_member313439 · Accepted solution]

Hello Abhishek,

Please, check if the Processor has all needed roles assigned to him (e.g. SAP_SUPPDESK_PROCESS) and if the object CRM_TXT_ID has the authorization on both text types, SU30 and SU15.

Best Regards,

Diego Fischer,