Hello,
we have configured SM 7.1 SPS6 as a VAR Incident system and successfully registered all of VAR end customers (approx. 70) and related systems in this SM system. Sometimes we need to create an incident linked to end customer's system on behalf of this customer. In order to do this I always perform aisuser mapping customer's key S* user to my SM user, fill system details and message description and then send this incident to SAP. Problem is that this incident is displayed in the OSS portal under customer's key S* and all change notifications (i.e. send message back from SAP to VAR support) go to customer's email. My question is, what is a standard and recommended approach. Is this correct or I should always ask end customer to create my own S* account under end customer's number and sending incident using this account and under my name ?
Many thanks