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End-user incident logging

Dimitri
Active Contributor
0 Kudos

Dear,

We want to set up incident management and have these requirements

  • simple end-users access. WebUI or simple transaction?
  • segregate of customer's incidents and tickets. So an end-user of customer A may not see things from customer B.

What is the best approach for this? I guess there is a standard SAP way of working?

Thanks a lot

Dimitri

Accepted Solutions (1)

Accepted Solutions (1)

prakhar_saxena
Active Contributor
0 Kudos

HI Dimitri

we have a workcenter concept in solution manager transaction solman_workcenter and there is tab incident management

here you already have pre-defined queries for reports for checking only your incident in any status

further you can restrict based upon the authorization concept and check security guide and scn wiki for the same.

http://wiki.scn.sap.com/wiki/display/SMAUTH/Application+Incident+Management

http://www.service.sap.com/~sapidb/011000358700001167622011E

hope this clarifies and helps

Regards

Prakhar

Dimitri
Active Contributor
0 Kudos

Hi,

Thank you for the quick feedback.

In the meantime, I also found that segregation can be done based on a solution and also the authorization object D_SOL_VSBL.

I will play around with that combination and your feedback.

Kind regards,

Dimitri

prakhar_saxena
Active Contributor
0 Kudos

Hi Dimitri,

Many new things have come up in 7.1 and you can configure business roles also so that you can choose what to be shown to end users as copy of SOLMANREQU business role

can check my blogs here

Quick Tip : Customizing Business Role in Solution Manager 7.1 ITSM Part 2

Quick Tip : Customizing Business Role in Solution Manager 7.1 ITSM Part 3(Changing Workcenter Sequen...

The base authorization concept always remain the same like

Transaction type can be restricted with CRM_ORD_PR or Partner function etc.

Proceed with your config and let us know if you need any help further

happy to help further

Regards

Prakhar

Answers (0)