Incident Management: Close the message

[Former Member]

Hello!
We have configured Incident Management/Service Desk within Solution Manager 7.1 SPS4.
A user/business partner from satellite system can create a message that will be sent to Service Desk of Solution Manager.
The processor can change the status from the message from "open" to "processed" and then "solution provided".
It is also possible to send the E-Mail to the end user from the satellite system.

Question:
How can the end user from the satellite system close the message?
Do this user need a valid Solution Manager user or there is a way to do this via Web/URL?

[Former Member]

Hi, Solman Expert.

End user can't close the message from satellite system.

You should have a user in SM for him with which he could log in to workcenter or CRM UI and close his message.

[Former Member]

Hello,
many thanks!
It seems that the processor also cannot close the message (from the default procedure).

Is there no other way (Self Portal, URL, etc.) to do this for end user?

Is there some guides for the migration of users from the satellite systems?
I only created a appropriate Business Partner within Solution Manager via BP_GEN.

[Former Member]

Solman Expert wrote:
Is there some guides for the migration of users from the satellite systems?
I only created a appropriate Business Partner within Solution Manager via BP_GEN.

For creating BP and system users in Solution Manager you can use report AI_SDK_USER_BP_GEN in sa38.

[Former Member]

Hello!
Thank's again.
Which authorizations do this end user need in order only to see his/her message?

[Former Member]

This is security guide for SM 7.1: https://websmp101.sap-ag.de/~sapidb/011000358700000482312011E.PDF

Look for chapter 19 Application Incident Management - there you will find all roles for this scenario.

Roles SAP_SUPPDESK_CREATE_COMP and SAP_SUPPDESK_DISPLAY_COMP are for end user.