Incident Access for Keyusers

[Former Member]

Hello ,

In our ITSM we have configured Servicedesk for VAR , we have  4 customers in which 2 customers are from same Group company .

Our scenario is as follows.

1) Some of the Key users ( Managers) are requesting access to see all the incidents raised for the Customer  and they should be able to Edit the Incident and add more information. Is this Possible ?

2) We need to provide Access for some of the Key users for 2 Customers belonging to same group . How we can achieve this?

Regards

Bhupesh A

[tanmeya_mohan]

Hi Bhupesh,

You may assign role "SAP_SUPPDESK_SP_PROCESS_COMP" / "SAP_SUPPDESK_SP_ADMIN_COMP" instead of role "SAP_SUPPDESK_SP_CREATE_COMP".

That is, you may assign them authorization as a Processor / Administrator instead of a Message Requestor.

But doing this will enable them to view all Incidents for all other 3 customers. Ans this will be finding during the SAP audit for PCOE certification.

To avoid this you may take help from CRM team to modify the UI, in such a way that the customer ID field for these users is always read-only & set to their respective company's ID.

CRM team can help you debug the code & build this logic up for you.

Best Regards,

Tanmeya