Service desk message view from ECC

[Former Member]

Hi

I have following queries regarding service desk in solution manager.

1. Do user need to login into solution manager to see his message status or can he directly see it from ECC.

2. When a message is created through satellite system support message should display TCode in support message.

3. In service desk mail (New message/ )attachment of message is not appearing. Currently it visible in solman ticket, As per  requirement  attachment of message should also be mailed.

4. while creating message end user should not login to solution manager. Communication between ECC and Solman has to automatic

5. Users should have reference to earlier messages through ecc.

Thanks

Regards

Mahesh Kumar

[Former Member · Accepted solution]

You don't need to login to SOLMAN, he can use Workcenter for this to see messages. Please check this below link to know more about Workcenter:

http://help.sap.com/saphelp_smehp1/helpdata/en/6a/4b4713fc2e45ad921a20b0831d07a5/content.htm

You can use Authorization object: CRM_TXT_ID to restrict views for the users.

Also, make sure the user has the following roles:

SAP_SUPPDESK_CREATE

SAP_SUPPCF_CREATE

SAP_SMWORK_BASIC

SAP_SMWORK_INCIDENT_MAN

you can also find security guide from below link:

http://service.sap.com/instguides -> SAP Components -> SAP Solution

Manager

In service desk mail (New message/ )attachment of message is not appearing. Currently it visible in solman ticket, As per requirement attachment of message should also be mailed.

In standard system this is not available. You can create development rrequest for this as per Note 11.

4. while creating message end user should not login to solution manager. Communication between ECC and Solman has to automatic

Check Workcenter as i already explained before.

Also check:

http://help.sap.com/saphelp_smehp1/helpdata/en/b3/64c33af662c514e

10000000a114084/frameset.htm

[Former Member · Accepted solution]

Hi Vikram & Prakhar,

Thanks for your help. You always helped me lot...

[prakhar_saxena]

Hi

Are you using workcenter

it will solve almost all ur issues mentioned and you can provide the restricted access to end users

tcode solman_workcenter

SAP *SMWORK * BASIC

SAP * SMWORK * Inc

hope it helps

regards

prakhar