Support Message Status

[Former Member]

Hi All,

I am Configuring Service Desk in Solution Manager.

When a user creates a Support Message from TA: notif_create and saves it.

I have defined the support team and Employee under it in the TA:PPOMA_CRM

I have also configured rule such that based on SAP COMPONENT the support team and Message processor is selected.

Now the Issue is:

when the Message processor from the support team open the message created by another user,

in change mode he can set the Message Status to "Customer Action" or "Proposed Solution". these two options are disabled.

Can anyone help what has to be done?

Thanks!

Regards,

Pradeep L

[Former Member · Accepted solution]

Hi,

1) Define authorization key for each user

2) Assign it to the statuses which are getting updated by support team, end user or message processor

3) Assign these auth. key to the PFCG role of the corresponding user.

Also check status profile higher and lower number assignment.

Inspire by rewarding.

Regards,

Nikhil

[Former Member · Accepted solution]

@ Nikhil. Thanks for the reply. Can you please elaborate on these steps by giving TA codes. Am new to this functionality.

@SolManiac: I did run the trace but no records were found and our system went down. I will run it again and update.

Thanks

Regards,

Pradeep L

[Former Member · Accepted solution]

Hi,

1) Define authorization key for each user

Search in IMG you will get it.

2) Assign it to the statuses which are getting updated by support team, end user or message processor

Trns. code BS02

3) Assign these auth. key to the PFCG role of the corresponding user.

Trns. code PFCG

Also check status profile higher and lower number assignment(BS02).

Inspire by rewarding.

Regards,

Nikhil

[Former Member · Accepted solution]

Hi Nikhil,

Assign these auth. key to the PFCG role of the corresponding user.

Trns. code PFCG

This was really help full answer.

can you please let me know how to assign the auth.key to the PFCG Role. I mean which role should i assign and how.

Do you mean that i have to create a Z role and then assign the Auth.Key

Please guide me with detailed steps.

Regards,

Pradeep L

[Former Member · Accepted solution]

hi,

Your basis will help you in that. You must have created roles for end user, super user and support team. Assign it in that role.

Regards,

NIkhil

[Former Member · Accepted solution]

Thanks Nikhil.

Issue Resolved.

Regards,

Pradeep L

[Former Member]

Sounds like an authorization issue. Try assigning the authorization object B_USERSTAT to one of the message creator's roles. If not run a ST01 trace to pick up the missing auth object

[Former Member]

Hi,

The Message Processor has SAP_ALL profile, as this is a Prototype we are working on.

[Former Member]

Still, SAP_ALL doesn't contain everything. Try running a trace, this most likely is an authorization problem.

[Former Member]

I created a Z role.

and assigned Authorization Object with the following:

ACTVT: 01, 06

BERSL: SLFN

OBTYPE:*

STSMA: SLFN001

Assigned the Role to the Message processor

Still the user is not able to change the support message status.

Regards,

Pradeep L

[Former Member]

Did you run a trace? Were there any light green line items?