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View incidents raised by team-members in Incident Management

Former Member
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Dear All,

Incident management in our solution manager is configured as per PCOE standard for SAP Partners.

In this, an individual user can raise message, send it to SAP, etc.

However we have a requirement from one of our customer that they wish to see & follow-up the incidents created by their team members as well.

So we are exploring at opportunities if it is possible that all staff belonging to 1 customer can see all incidents raised for this customer, and not the messages raised by other.

We have already tried to assign the persons as "Responsible for"; however this does not work as expected.

Can you please let me know, if this has been successfully configured and tested by any one?

Thank you.

Warm Regards,

Shilpa

Accepted Solutions (0)

Answers (3)

Answers (3)

VJain
Active Contributor
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Hi Shilpa,

Please check the following Wiki:

http://wiki.sdn.sap.com/wiki/display/SMAUTH/CRM_TXT_ID

Also, please take a look at the following notes:


1301232 Work Centers: Incorrect Query for not Confirmed message


1358685 Work Centers: Incident Query function corrections

Thanks

Vikram

Former Member
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I think assigning the role as SOLMANPRO will address the issue. But as far as I know, this should be assigned to a limited number of users.

Former Member
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yes this is possible if you assign the necessary roles but not sure though if SAP will allow this set up.

Former Member
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Hi Marvin,

We tried to use the "Responsible for" in BP as described in one of the Configuration Guide, however that did not work.

Do you know an alternative way to achieve this?