Service Desk : Hide the message requesting to enter my bp as a processor

[Former Member]

Hi experts,

When I try to edit a ticket in Incident Management, if the processor is not yet assigned, the system open a new window to request me, if I want to enter my Business Partner as a processor or not. I'd like to know how can I do to hide this message.

Thanks a lot,

[Former Member]

Hi,

you can hide these pop up request by auto assignment of your processor.

you can configure this using the below guide

http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/202cfee9-7ff5-2d10-a0b5-ff82aa482...

and this too

http://scn.sap.com/thread/313122

Thanks,

Jansi

[Former Member]

Hi Jansi,

Thanks for your answer. The problem is that I do not want to auto assign a processor, it depends of the problem described in the ticket, so the team lead is who can do the assignment.

I also noticed that when I connect with another user and I try to modify the ticket which has a message processor assigned, the same message, requesting to enter my Business partner as a processor, is also displayed

This cause me a problem, because when this message is displayed to reporters, some times they enter their BP, so the real processor can not receive the notification emails

I'd like juste deactivate this pop-up request.

Thanks a lot,

Rachid

[Former Member]

Rachid ALAHYANE wrote:
Thanks for your answer. The problem is that I do not want to auto assign a processor, it depends of the problem described in the ticket, so the team lead is who can do the assignment...

Rachid, what are your business requirements? Do you want only team leader (who is responsible for resources of his group) be able to fill the "processor" field?

As I know you can't switch off this pop-up using customization.

Rachid ALAHYANE wrote:
I also noticed that when I connect with another user and I try to modify the ticket which has a message processor assigned, the same message, requesting to enter my Business partner as a processor, is also displayed
This cause me a problem, because when this message is displayed to reporters, some times they enter their BP, so the real processor can not receive the notification emails 

You should restrict acess for reportes. They should have authorizations for editing only when their incident (in which they are put as "reported by") has status "Customer Action" or "Proposed solution". For any other status reporter should have authorizations for displaying.

[Former Member]

Artem Jegalin wrote:
Rachid, what are your business requirements? Do you want only team leader (who is responsible for resources of his group) be able to fill the "processor" field?

Yes, it is what I want to do.

Artem Jegalin wrote:
You should restrict acess for reportes. They should have authorizations for editing only when their incident (in which they are put as "reported by") has status "Customer Action" or "Proposed solution". For any other status reporter should have authorizations for displaying. 

Can you tell me, how can I restrict this access ?

Thanks a lot,

[Former Member]

Rachid ALAHYANE wrote:
Artem Jegalin wrote:
You should restrict acess for reportes. They should have authorizations for editing only when their incident (in which they are put as "reported by") has status "Customer Action" or "Proposed solution". For any other status reporter should have authorizations for displaying. 
Can you tell me, how can I restrict this access ?
Thanks a lot,

If you are using Solution Manager 7.1 this Security Guide will be very helpful:

http://www.service.sap.com/solutionmanager (Planning, Installation, and Upgrade Guides (under Nuts&Bolts) -> 4. Operations

In this guide in Chapter 19 "Scenario-Specific Guide: Application Incident Management" -> "19.4 Users and Authorizations" you can find detailed description about roles for Application Incident Management:

1. Administrator (SAP_SUPPDESK_ADMIN_COMP)
2. Processor (SAP_SUPPDESK_PROCESS_COMP)
3. Key User(SAP_SUPPDESK_CREATE_COMP + SAP_SUPPDESK_DISPLAY_COMP)

[Former Member]

Hem, your answer is very helpfull if I used the standard workflow, but here it is not the case. For now, my end users must choose themselves the support team, so I've extended their autorizations by giving them the role SAP_SUPPDESK_PROCESS_COMP, therefore they also can edit the Processor field and have also get the pop-up mssage when they edit the ticket.

I do not know how can I fix this problem...

Thansk a lot,

Rachid

[Former Member]

And what if your end-users do not know the concrete Processor (or this processor is busy with other task on other incident but the incident should be resolved in a short time)?

You can make automatic support team determination (by the component or some other parameter) or have a special person responsible for assigning processors.

But this pop-up message is default and may be your ABAP specialist can make it off...

[Former Member]

Artem Jegalin wrote:
You can make automatic support team determination (by the component or some other parameter) or have a special person responsible for assigning processors.

You are right, but my end users connect directly to Service Desk via CRM_UI, they do not fill in the component field. I added a new fields to my CRM_UI, and for the moment, I do not know how to use the automatic support team determination based on customized fields values...

Artem Jegalin wrote:
But this pop-up message is default and may be your ABAP specialist can make it off...

OK that answer to my question.

Thank you Artem ^^

[Former Member]

Any ideas ? I am using SolMan 7.1.

Thanks,