Solution Manager Service Desk authorization
We're in the middle of implementing service desk for key-user acess. I.e our key-users should be able to use the system to veiw tickets and to be able to respond and set some statuses.
The problem I have is to restrict the change authorization to only their own tickets. Anyone know if and how this can be easily done?
The idea is that the Key-User should be able to view all tickets to be able to find a soluton to their question before creating an incident but only to view all those tickets. When the Key-user has created a ticket he should be able to change his own ticket and for example to create a reply to service desk or set status to Solution Confirmed. We will be using both work centers and GUI acess.
Any ideas are welcome!!
you can implement BADI CRM_ORDER_AUTH_CHECK, Method CRM_ORDER_ADD_AUTH_CHECK to achieve this.
It is called on message display or edit in both GUI and Workcenter.
Check if business partner of user is in partner function "Requester". If so, he has full authorization to edit.
If not, he has only display authorizaiton.
Create a new authorization object which is assigned to all non Key-Users. If the authorization check for this object is successful, the above checks are ignored and the user has full access (because he is no key user).