Reply/ Confirm options are disabled in Work Center Service Desk

[Former Member]

Hi,

Need one help desperately...

We are using solution manager ehp1 for Service desk / Incident Management . We are facing issue in Send Reply/ confirm option for Key user in work center which are grayed out (disabled).

We have added the following roles to the user.

SAP_SUPPDESK_CREATE

SAP_SUPPDESK_DISPLAY

SAP_SMWORK_BASIC

SAP_SMWORK_INCIDENT_MAN

We need to enable the options for the user to reply to the solution proposals provided. Please help us what authorizations are need to be assigned for above requirement.

Thanks,

Ajay.

[rupali_karbhari3 · Accepted solution]

Hi Ajay,

Please refer SAP Note # 834534 where authorization information is provided.

I hope it will help you.

Regards,

Rupali B

[Former Member · Accepted solution]

Hi Rupali,

Today without doing any thing the reply button is been enabled but could not reply the message. we are getting " You are not authorized to perform this function" issue while trying to reply the incident message. I have tried assigning the mentioned roles in the role and also tried other roles but still getting the same issue and unable to reply to the message.

Following are the roles assigned to test but not working,

Z_SAP_SUPPDESK_CREATE

Z_SAP_SUPPDESK_DISPLAY

Z_SAP_SMWORK_BPM

Z_SAP_SMWORK_INCIDENT_MAN_SPC

Z_SAP_SMWORK_ITEST

Z_SAP_SMWORK_MYHOME

Z_SAP_SMWORK_SETUP

Z_SAP_SMWORK_SYS_ADMIN

Z_SAP_SUPPCF_CREATE

Z_SAP_SUPPDESK_ADMIN

Z_USER_SAP_SMWORK_BASIC

Z_USER_SAP_SMWORK_INCIDENT_MAN

Please help us to resolve the authorization issue.

Thanks,

Ajay.

[Former Member · Accepted solution]

Hi All,

Please provide the role list that you assign for a user to access Solution Manager for Incident ticket followup activities.

We cant reply to the message on Incident work center due to the authorization issue.

Thanks,

Ajay.

[Former Member · Accepted solution]

Hi Rupali,
> 
> Today without doing any thing the reply button is been enabled but could not reply the message. we are getting " You are not authorized to perform this function" issue while trying to reply the incident message.  I have tried assigning the mentioned roles in the role and also tried other roles but still getting the same issue and unable to reply to the message.
> 
> Following are the roles assigned to test but not working,
> 
> Z_SAP_SUPPDESK_CREATE
> Z_SAP_SUPPDESK_DISPLAY
> Z_SAP_SMWORK_BPM
> Z_SAP_SMWORK_INCIDENT_MAN_SPC
> Z_SAP_SMWORK_ITEST
> Z_SAP_SMWORK_MYHOME
> Z_SAP_SMWORK_SETUP
> Z_SAP_SMWORK_SYS_ADMIN
> Z_SAP_SUPPCF_CREATE
> Z_SAP_SUPPDESK_ADMIN
> Z_USER_SAP_SMWORK_BASIC
> Z_USER_SAP_SMWORK_INCIDENT_MAN
> 
> Please help us to resolve the authorization issue.
> 
> 
> Thanks,
> Ajay.

Hello Ajay,

Looking at the error it seems that the Reporter himself is trying to reply to the support desk message. Is this the case ?

Regards

Amit

[Former Member · Accepted solution]

Hi Amit,

Thankyou for the response, The issue has been resolved by maintaining the authorizations in Z_SAP_SUPPDESK_CREATE role for CRM - Text ID auth object.

Yes, The user is replying to the message to add additional info or to reply to the proposed solution through Incident mgmt work center.

Thanks,

Ajay.