Who using service desking

[Former Member]

Hi all. SM 4.0->Service Desk

Question: For processing message from end user side his must make correction or reply to message processor. To implement this I must create duplicate users in SOLMAN? And end user enter into SOLMAN under duplicate user and working? Or how?

[markus_doehr2 · Accepted solution]

you don´t create USERS but Business Partners and relate them to your "support organization"; this is described in the tutors at

http://service.sap.com/rkt-solman

You can "download" the users and create business partners for them automatically but you need to manually assign them to your support organization.

--

Markus

[Former Member · Accepted solution]

Hi all. Thanks for answer and links. But I not understand how my end-user may correction in Messages without loging on to SOLMAN.

Message was edited by:

Konstantin Nozdrin

[Former Member · Accepted solution]

yes the Message Creator logs into SolMan to view the messages and make changes under transaction CRMD_ORDER.

[raguraman_c · Accepted solution]

Hi,

Keep it as thumb rule. No one can edit the message without logging into SOLMAN. Hope this will solve your problem. You need to create user id for your enduser, whoever wants to edit the messages.

Hope this will solve your problem.

Feel free to revert back.

--Ragu

[raguraman_c]

Hi,

Check this file for Complete service desk information, it also addresses your user issue.

https://websmp204.sap-ag.de/~sapidb/011000358700001197002005E/Addtional_Information.pdf

Hope this will solve your problem.

Feel free to revert back.

--Ragu