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What is the authority in service desk to confirm message in OSS

Former Member
0 Kudos

hi,

When the message is confirmed in customer side , if the message has been sent to SAP , the message at SAP Side at OSS will also be confirmed. so what is the authority for the user to confirm message in SAP side ?

Best regards,

Blake Le

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

To confirm a msg at SAP side, the action 'Confirm message at SAP' can be used.

Be aware that the person confirming the msg needs to have this authorization granted in his OSS ID and that the OSS ID is linked to the user account in TA AISUSER.

Roel

Former Member
0 Kudos

Hi Roel,

what do you mean... the message can be confirmed at SAP?

There is no action to do so...

Either the customer confirms a message or it will be confirmed automatically after a specific timeframe.

But previously the message has to be in "solution provided".

There is no manual confirmation at SAP... it's not supported by the standard message solving process.

Regards

Stefan

Former Member
0 Kudos

Stefan,

On a Support Message (SLFN) in SolMan, you have an action available 'Confirm Message to SAP'.

When choosing this action and saving the msg, the message status at the SAP Attributes (Transacation Data page) will be changed to 'Solution Confirmed'.

So, this is possible.

I agree with you that this action is only possible, when the SAP status is 'Customer Action' or 'SAP Proposed Solution'.

Roel

Answers (1)

Answers (1)

Former Member
0 Kudos

Hi Blake Le,

actually there is no auhtorization to close / confirm a customer message at SAP side in CSS.

If the customer confirms a solution the customer message at SAP will be confirmed automatically.

Therefore no further action is required.

Regards

Stefan