Incident Mangaement workcenter display for enduser and admin user

[Former Member]

Hello all,

I was stuck with the strange issue, while checking the incident Mangement workceter function in service desk , I have noticed,

If I login with the admin user I could see al the fields and tabs were displayed in New message screen

But if I login with the end user I couldnt able to see only 3 fields (Priority, component, longtext) and only 1 tab.

I am not sure which auth object controlling this. Since SU53 shows no error. Anyother way I could make all the fields visible as the admin user has,

Note: I tried to change the user settings, but I dont want that, since we have 100 of users, it is very difficult to change for each and every one.

Please guide

Thanks,

Jansi

[jon_friesen2]

Hi shivjansi,

This is normal behavior for the service desk. It gives end-users a limited UI compared to the ticket processors. Unfortunately the features of the limited UI are hardcoded so you cannot configure the UI so that end-users get two tabs while a ticket processor gets all six tabs. This may change in SolMan 7.1, let's hope so

SolMan determines if a user is an end-user by checking the auth object

CRM_TXT_ID

Activity <ACTVT>: 02

Text ID <TEXTID>: SU15

If the auth check for this auth object fails, then the user is considered to be an end-user and they get the limited UI.

Good luck!

Jon

[Former Member]

Hi Jon,

thanks, now I am facing other issue, like My Action tab in my workcenter is disabled,

I checked with the SAP_ALL user, the issue is same, any one had any idea, why my action button in the workcenter is disabled? and hw can i enable that

Thanks,

Jansi