Hi All,
I am configuring ITSM and I have query in assigning roles to the users and few options are missing in incident work center.
Can someone tell me, what exact roles need to be assigned to End User, Processor and Admin.
I have assigned below roles:
End User (Customer):
Z_SAP_SM_CRM_UIU_SOLMANREQU
Z_SAP_SMWORK_INCIDENT_MAN
Z_SAP_SM_CRM_UIU_FRAMEWORK
Z_SAP_SM_CRM_UIU_SOLMANPRO_CREA
Z_SAP_SMWORK_BASIC
Z_SAP_SMWORK_BASIC_INCIDENT
Processor (Support team)
Z_SAP_SM_CRM_UIU_SOLMANREQU
Z_SAP_SMWORK_INCIDENT_MAN
Z_SAP_SM_CRM_UIU_FRAMEWORK
Z_SAP_SM_CRM_UIU_SOLMANPRO_PROC
Z_SAP_SMWORK_BASIC
Z_SAP_SMWORK_BASIC_INCIDENT
Z_SUPPDESK_PROCESS
I am logged in as End user, I create a incident and assign it to processor. After creating incident, I have reply option.
But when I login as processor, I can see the incident assigned but cannot reply.
Also as processor, I can just see messages incident menu. I cannot see, support message menu. I don't have option of Proposed solution, Customer Action, Send to SAP.
In 7.1 since most of the configuration is automatic, I haven't come across a step where I can enable or disable these option.
Can someone help me on this. Am I missing some configuration.
Thanks,
Srikanth