SAP Solution Manager ITSM: User Access & Automatic Ticket Assignment Configuration

[SAPSupport]

Hi,

We have a couple of configuration-related questions related to our ITSM setup and require your assistance:

1. User Ticket Visibility (Bucket Restriction):
   • At present, users are able to view tickets raised by others in the system. As per our requirement, we want users to only see:
     1. Tickets they have raised, and
     2. Tickets assigned to them.
   • We would like to restrict access to ensure privacy and better user-level segregation. Kindly suggest the configuration or authorization role changes needed to achieve this.
2. Automatic Ticket Assignment from SAP GUI (Double Click on SAP Logo)
   • When a user double-clicks the SAP logo on any SAP GUI screen, a ticket is automatically raised in ITSM and the relevant component is pre-filled. However, we want this ticket to be automatically assigned to the corresponding module consultant (e.g., FI tickets to FI consultant, SD tickets to SD consultant, etc.). Please guide us on how to configure such automatic assignment based on components or other routing logic.
3. Role-Based Access Control for ITSM:
   • We also want to validate if there are any additional best practices or configurations recommended to enforce role-based access and ensure users see only relevant transactions and data in ITSM.

We would appreciate it if you could advise on the steps to meet the above requirements. Looking forward to your prompt response.

Best regards

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[SAPSupport · Accepted solution]

To restrict Incident access with minimal configuration, SM_CRM provides pre-configured widgets which provide pre-filtered and restricted lists of CRM documents. These include "My Messages - Reported by Me", "My Messages - Assigned to Me", etc.

KBA 2735629 has more information. The widgets do not impact the search screens for ITSM (Incident search, etc.). If you need to hide all other Incidents from users, you could change their authorizations so that they cannot edit the UI, remove the options to access those searches in the default views, and add the necessary widgets to the home screen the users default view.

Transaction code SM_WORKCENTER also has a pre-filtered and configured "My Incidents" Fiori app which shows only the Incidents reported by the user. More information about the Fiori apps is available in KBA 2465507.

For more deep control of user access to Incidents, KBA 2479053 can be used to understand and then customize the authorizations for users to restrict access to only CRM documents that they are assigned to.

It may be possible to configure processor auto-assignment using BRF+ rules and a custom PPF action. This could be achieved by adapting the Support Team Determination via BRF+ process. 

If further assistance is required in any of these topics, they are configuration/consulting and can only be supported by a Consulting organization or a Service Request. SAP Support cannot help with these topics as per our policies in note 83020, as they are not bugs or issues in the software.