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Reply from Robin_Haettich on Jun 5 at 10:52 AM Hello Satish,
I am not sure if I understand the question correctly. Let me try? You say any user would create an incident message through the system. I assume these incidents would then be initially processed by a help desk or service desk, who will clarify (if necessary) the incident further and thereafter send it along to the team(s) addressing the incidents (Level 2/3) (this can be internal or external teams). This all happens in your incident management system (is SAP Solution Manager your incident management system?). In case you send an incident to an external third party, your incident management system is integrated with the third party incident management system (or you manually "open a ticket" at the third party). Of course, it is essential to capture the user whom originally raised the incident, i.e. the reporter (maintained in the incident message).
Which user and email you would like to change I am not sure - maybe you could elaborate a little?
Thank you and with best regards,
Robin
| | | ---------------Original Message---------------
From: Satish Ahirkar
Sent: Thursday, June 05, 2014 10:06 AM
Subject: Change User ID and Email of SAP Ticket
Dear All,
In our company, the users raise a issue ticket through their system and the ticket is solved by outside implementation team, now my HOD told to me to all users issue tickets should be coming in one of the Internal team user id.
Please guide me, how to change the user id and email which can user issue tickets only will get in our one of the internal team.
Thank you,
Satish |
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