Granting Help Desk access to view Knowledge Articles

When our Help Desk techs open the Service Manager Console, they cannot view the Library node and hence cannot view the Knowledge node underneath and the Knowledge Articles. Is there a way to grant them access so they only see the Knowledge node and "All
Knowledge Articles" below that? I took a look at the pre-canned roles and could not find anything that gives that specific a right.

Hi
Because Knowledge articles are Configuration Items you can create some own views in the Configuration Item section and give special privileges to those new views. For more information you can also have a look at http://social.technet.microsoft.com/Forums/systemcenter/en-US/9077a6c6-decf-45e1-b523-8697041d8cc8/how-to-give-createedit-privileges-only-for-knowledge-articles-announcements?forum=administration
Best regards,
Jochen

Similar Messages

How to view Knowledge Article Assignment Block in Service Confirmation

Hi dudes,
CRM 7.0 introduces Knowledge Articles, which can be used in Service Orders, Repairs, etc, they have an assignment block for this purpose. Unfortunately, it is not available for Service Confirmations.
I'm not sure if it is possible to reuse the asignment block in this case. I found an interesting WIKI entry which tells how to display a z table in an assignment block. There is also information about how to assing a view to a component on building blocks config guide C04.
So I decided to follow those indications, and try to reuse it. It looked (apparently) easy (at least with my poor knowledge, since I'm new on this).
From the service order (BT116H_SRVO), I wrote down the technical data of the KA assignment block:
COMPONENT: GSDOCFLOW
VIEW: HdrDocFlowEF
I want to add it to the service confirmation (BT117H_SRVC). So I went to the Runtime Repository Editor:
- Added View in ViewSet BT117H_SRVC/OVViewSet with component: GSDOCFLOW and View: HdrDocFlowEF.
- Saved.
I went back to the Component Structure Browser, View BT117H_SRVC/OVViewSet, Configuration tab, but the new assignment block is not available!!!
The C04 guide creates a component usage before adding the view, which I don´t know if it is needed in this case. Checking BT116H_SRVO, there is a component usage for KA!!! but I tried to replicate it and I got to the same point.
Maybe it is not as simple as I thought. I would really appreciate any advice on this issue
At least, please let me know if it is feasible.
thanks a lot!
Pablo
Edited by: Pablo Rodríguez Mateos on Sep 8, 2009 9:12 AM
Edited by: Pablo Rodríguez Mateos on Sep 8, 2009 11:24 AM

Thank you Enrique. I'll keep investigating. As soon as I reach a conclusion I'll let you know. I give you 2 points for the effort.
Regards.
Pablo

CANNOT GRANT A USER ACCESS TO VIEW A SCHEMA USING PORTAL API'S

Hi, we are using portal 3.0.9.8.3(UNIX middle tier) on a 8.1.7.3 database (UNIX backend).
We would like to be able to grant a group of users the rights to view only a specific table or view using the functionality of the wwexp_api_engine package. However the only way to do this seems to be to give the users "view data" privilege to "all schemas" within the portal admin. This presents a large security hole since users can could potentionaly pass in different table names (to a url) and get access to undesired tables.
Granting executable privileges on the package(and sub packages) to the application database schema(whether public or explicit) still yields the above
message: Error: Insufficient privileges. (WWV-10600)
So does anyone know of a way to use the wwexp_api_engine package and restrict it to only a certain table or view of a schema? Or possibly what grants may be needed to allow the package to access the table without giving "view data" portal access to "all schemas".
Any help would be appreciated.

Hi,
Try to grant "Create" global privilege to user and grant explicit privileges on the tables to the user. This way the user can create objects, but can view only those tables on which he has a privilege.
Thanks,
Sharmila

Suggest Knowledge Articles

Hi Experts,
Am new to CRM Service profile.
Am working on CRM 7.0 EHP2 and am facing the problem in Suggest Knowledge Articles in Service Request.
To make enable the Multilevel Categorization i had maintained the following entries in the following path.
CRM IMG->CRM->CRM Cross-Application Components->Multilevel Categorization->Assign Transaction Types to Catalog Categories.
I had configured the Knowledge Articles and Service Request and i maintain same Multi Categorization for both transactions as shown in the below image.
I had maintain the entry in the customized table in the following path as given below.
CRM IMG->CRM->Transactions->Basic Settings->Setting for Service Request->Define System Proposals for Related Transactions
For both Knowledge Article ans Service Request Subject Profile can be able to maintain.
So i maintained the same values for the Service Request and Knowledge Article.
My Requirement is when ever i click the button suggest Knowledge Articles in the Related Knowledge Articles AB system should propose the Knowledge Article but after all the changes mentioned above am getting the result as There is no suggested knowledge article available.
Please suggest is any thing more need to configure or is any thing wrong in my settings.
I already searched on the issues in the SDN but problem not yet solved.
Any Suggestions will be helpful.

Hi Ravi,
In the service request can you please remove the check find related object and then check, the system will then not determine the knowledge article, hence the check for find related object in the service request is required and mandatory, you can also remove the check in your second screen shot for knowledge article and check
Answers to your query.
Knowledge article definition in sap is given below
You can use this function to obtain information, such as how-to documents, user manuals, or FAQ, to process, for example, incidents, problems, and requests for change that your customers may report.
To interpret the above, if there was a problem reported earlier by a customer which you have captured through your categorization in your service request, once the problem was resolved a knowledge article was created and assigned to the categorization
Hence again if the same customer or another customer calls and reports the same problem which is captured through categorization fields, the system will then determine the knowledge article if the person creating the service request goes to the knowledge management assignment block, the system determines the knowledge article, by opening this article the person can then inform the customer of the possible remedial measures or the solution to the problem which was reported(the solution would be captured in the knowledge article)
Is there any Standard Functionality available like Auto Complete the KA in the Service Request with out clicking on the Suggest Knowledge Article button.
No: You need too go to the knowledge article assignment block and click on suggest knowledge article, you can read the help document given below on knowledge article
Hope this helps.
Working with Knowledge Articles - Master Data - SAP Library
Kind Regards
Atul

Delegated Admin 7 - Delegating Administration (i.e. Help Desk Accounts)

I need the ability to grant Help Desk folks the rights to use Delegated Administrator and give them rights to change user's passwords and possibly some other attributes. I can't seem to figure out how to accomplish this. The Help Desk users already exist in my Directory Server. I was hoping it was as easy as assigning a role to the Help Desk users.
How do I accomplish this?

sheger77 wrote:
I need the ability to grant Help Desk folks the rights to use Delegated Administrator and give them rights to change user's passwords and possibly some other attributes.Delegated Administrator isn't designed for this type of scenario.
The three roles available in DA are TLA (Top Level Admin), SPA (Service Provider Admin) and OA (Organization Admin). These are all "super-user" style roles for the creation and maintenance of Organizations, Users/Resources etc.
DA doesn't provide the granularity to provide a very restricted set of rights to a given user base. If you want this kind of functionality then you should be looking at something like IDM (http://www.sun.com/software/products/identity_mgr/index.xml).
Regards,
Shane.

Grant access to help desk users to add members to distribution and security groups

Hello,
I am trying to create a set of help desk users that has full access to add or remove members from distribution and security groups as well as update users. We want it to bypass owner approval and essentially allow this group to add or remove members
in the FIM Portal and flow it down to ADS.
This obviously works fine if one is a member of the Administrators set, but we want a second tier of power users with limitied rights compared to FIM Admins. We have added the help desk team to the Security Group Users and Group Users set as
well as MPR "Security group management: Users can read selected attributes of group resources".
The help desk users can update users in the Portal with no issue. The can search groups with no issue but when they try to add members to a group they get the error "Access Denied".
Any help is greatly appreciated.
Thanks!

I'm having very similar problem - I have users with delegated right to modify group membership only. User can add someone to group and it works fine, but when the same user is trying to remove and user from a group (even if this is the same user
which was added a minute ago) he gets Access Denied:
The
request included members which the requestor is not authorized
to add and/or remove from this group."
It is caused by default MPR:
Group management workflow: Validate requestor on remove member
Question is how this activity validates this request - any insight?

How to grant access to view linked in another DB

Hello,
I have two DBs. "DatabaseA" and "DatabaseB". I have table "tableA" in databaseA and I have created view in "ViewB" which contains simple SQL query "select * from DatabaseA.dbo.tableA".
Rigth now I want to get user access to view "viewB" without possibility to see original databaseA tableA

Rigth now I want to get user access to view "viewB" without possibility to see original databaseA tableA
If you really have to stick to views, one option is to enable
database-ownership-chains between those 2 databases.
Be careful to only enable those 2 databases via
ALTER DATABASE [DB1]
SET DB_CHAINING ON
ALTER DATABASE [DB2]
SET DB_CHAINING ON
Then they have to be owned by the same Server Principal/Login (preferably
not a sysadmin, but that's yet another discussion)
You can read more about such ownership-chains here:
http://technet.microsoft.com/en-us/library/ms188676%28v=sql.105%29.aspx
You then have to be very careful with ALL Objects in Database 1 and 2 - because the chain will work for all of them - as long as they share a common owner. You would have to make sure that only that table (schema) is owned by the same owner.
And if DDL-permissions come into play, this becomes almost impossible to secure..
So If you do not fully understand the risks involved by this, I would advise against such a setup and refer to other options.
One better option even with Views:
Even with views you can select from a function. And functions can be signed with a certificate.
So a much more secure option is to go for Certificate Mapped Logins, working for only specific objects that you sign.
http://msdn.microsoft.com/en-us/library/ms173463.aspx
I can't find a complete article on that this moment, but I'm sure you can find it.
Andreas Wolter
Microsoft Certified Master SQL Server 2008
Microsoft Certified Solutions Master SQL Data Platform, SQL Server 2012
Blog: www.insidesql.org/blogs/andreaswolter
Web: www.andreas-wolter.com |
www.SarpedonQualityLab.com

Any way to give Help Desk Users access to tickets by Category?

As far as I know, there's just no way to do this. The user roles are not very flexible and really don't provide any middle ground by design. You can either see all tickets or you can see only tickets assigned to you.

So we have our first level Help Desk people that get ALL the tickets that come in. They are Help Desk Admins as they route things around and manage the system.
We also have our Database team that we sometimes have to assign tickets to. We don't want them to see all the tickets so I think I have to set them as Help Desk Users.
Based on the documentation, this means they won't see anything except what's already assigned to them personally.
What we'd like to be able to do is create a Category called Database and set the Database users up so they can see their own tickets and any ticket that's assigned to the Database Category. Is there any way to do this or an alternative way that we can accomplish the same end result?
Thanks.
This topic first appeared in the Spiceworks Community

SAP Cloud - Help Desk Security Roles

Hi SAP user community,
Can you please recomend which security profile we should use for our Help Desk support?
Help Desk support would only require access to Application and User Managment --> Busienss Users. Their task would need to be limited to Password Resests and User Locks.
Thank you,
Zhenya

Hi Zhenya,
I wouldn't use the pre-delivered roles for your use case.
You can create your own roles via "Application And User Management -> Business Roles" and assign them to your users.
It would probably be sufficient to create a business role that grants access only for the view "Application And User Management -> Business Users".
Best Regards,
Andreas

My company set up a Icloud account under their help desk email but i dont have the password to fix it so i need to be able to change the Icloud apple id to my email address but it wont let me because found my Ipad is turned on and cant change?

My company set up an Icloud apple id under their help desk email by mistake and there isnt a password so how do i change the email address/apple id
to my email address that i do have the password for? I can use the Ipad for everything except the Icloud account.

If you mean that Find My Phone is asking for a password to a different Apple ID to your current Apple ID and that ID is a previous version of your current ID, not an entirely different one.
This feature has been introduced to make stolen phones useless to those that have stolen them.
However it can also arise when the user has changed their Apple ID details with Apple and not made the same changes to their iCloud account/Find My Phone on their device before upgrading to iOS 7, or if you restore from a previous back up made before you changed your details and some other circumstances.
The only solution is to change your Apple ID back to its previous state with Apple at My Apple ID using your current password, you don’t need access to this address if it’s previously been used with your Apple ID, once you have saved these details enter the password as requested on your device and then turn off "find my phone" and delete the account from your device. It may take a short while to remove the account.
You should then change your Apple ID back to its current state, save it once again and then log back in using your current Apple ID. Finally, turn "find my phone" back on once again.
This article provides more information about Activation Lock.
This is answer is provided from my own database of boilerplate responses and the content was last reviewed and tested on: 2014/05/23

Allow help desk to manage open files on file server

I am looking to delegate the ability to manage open files to our help desk users. They are getting an increasing number of calls from users asking about files and who has them open, or to force close them..etc.
The help desk users are not admins on our file server, therefore do not have access to RDP to the file server. I was hoping they could do it from computer management RSAT tools on their local machine. I just don't know how to allow them to do
it.
Thanks
sb

Hello,
Since they are not able to RDP the FS then they should need to access files using shared folders.
For that, you will need to share the root folder where your files are. Please give Full Control permission on it. Here, to manage their permissions, you can grant them what you want using NTFS permissions.
Note that NTFS and Share permissions are combined and the user will be have the minimum of privileges when he access the folder as a share. For that, I recommended using FC permission on the shared folder to avoid additional management tasks.
This
posting is provided "AS IS" with no warranties or guarantees , and confers no rights.
Microsoft
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Certified Technology Specialist: Designing and Providing Volume Licensing Solutions to Large Organizations
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Help desk cannot assign retention policies to new mailboxes

I am running Exchange 2010 SP1. I would like to give my help desk the ability to create new mailboxes. When a new mailbox is created, we select the option to assign a Retention policy to it. I added the help desk members to the "Recipient
Management" group. They can now create new mailboxes but they get an access denied error when they select a retention policy to be assigned to it. As a member of the "Organization Management" group, I am able to assign retention policies to new
mailboxes.
With the RBAC editor, I created a custom management role group called "Mailbox Management" based on the "Recipient Management" group and added the "Retention Management" role to the group. I believe this will give them the permissions to apply retention
policies to new mailboxes but it also gives them the permissions to create/modify/delete retention policies themselves. I only want to give them the rights to add mailboxes to retention policies.
I assume I need to create a custom management role and assign this new role to my new management role group but can someone tell me the minimum role entries I need for my help desk to be able to assign rentention policies during the mailbox creation
wizard process?
Steve

Hi Steve,
Due to you post the issue in a wrong type, and we changed the type to give you a suggestion.
Please refer to below information:
http://technet.microsoft.com/en-us/library/dd638205.aspx
The permissions required to configure messaging policy and compliance vary depending on the procedure being performed or the cmdlet you want to run. For more information about messaging policy and compliance, see
Messaging Policy and Compliance, refer to above article you could find out what permissions you need to perform the procedure or run the cmdlet, then you coudl create a roleassignment
for the customized role group.
Regards!
Gavin
TechNet Community Support

Access database view from JPA to HANA database, JDBC: [258]: insufficient privilege:

My java application is delopyed on neo.ondemand.com and use the hana database on cloud also, we use eclipselink
the jpa persistence configuration:
<property name="eclipselink.target-database" value="com.sap.persistence.platform.database.HDBPlatform"/>
here i do not specify any user or password to access the database, i think hana JDBC somehow hide the user information when java application and hana database both are on the cloud.
for the tables created by JPA itself, access if fine.
now i have created a view via Hana studio, though database tunnel using account dXXXXXXsapdev
i have an JPA entity, and i am trying to access the view from java application, it reports error:
Exception [EclipseLink-4002] (Eclipse Persistence Services - 2.3.2.v20111125-r10461): org.eclipse.persistence.exceptions.DatabaseException Internal Exception: com.sap.db.jdbc.exceptions.JDBCDriverException: SAP DBTech JDBC: [258]: insufficient privilege:
I do not know which database user is used by JPA to access the view, how can i grant the database rights on the view so that "native java application on cloud" can
access the database schema (or view created though database tunnel )
any comment is welcomed.

Hi,
Please post this issue under SAP HANA Cloud Platform space. The platform experts should be able to help with that.
Regards,
Ifat.

How to Implement BW in IT Service Desk/IT Help Desk /IT Complain Surveillance Dept/IT Customer Support Dept?

Hi
If a organization have 200 to 300 daily complains of there IT equipment/Software/Network e.t.c.
How to Implement BW in IT Service Desk/IT Help Desk /IT Complain Surveillance Dept/IT Customer Support Dept?
Is there any standard DataSources/InfoObjects/DSOs/InfoCubes etc. available in SAP BI Content?

Imran,
The point I think was to ensure that you knew exactly what was required. A customer service desk can have many interpretations from a BI perspective.
You could have :
1. Operational reports - calls attended per shift , Average number of calls per person , Seasonality in the calls coming in etc
2. Analytic views - Utilization of resources , Average call time and trending , customer satisfaction , average wait time
3. Strategic - Call volumes corresponding to campaigns etc , Employee churn and related call times
Based on these you would then have to construct your models which would be populated by data from the MySQL instance for you to report.
Else if you have BWA you could have data discovery instead or if you have HANA - you could do even more and if you have a HANA sidecar - you technically dont need BW. The possibilities are virtually endless - it depends on how you want to drive it and how the end user ( client ) sees value in the same.

Knowledge Article in 7.1

Hi,
We have configured the service desk functionality in 7.1, and planning to extend the Knowledge Article functionality.We have few questions on this..
How does "Suggest Knowledge Articles" works?,what's the logic?
Regards,
Cherry

Hi Luis,
Yes, it can be publish for users, by defining the authorization scope.
refer page number 4 knowledge management
refer Working with Knowledge Articles - Master Data - SAP Library
Thanks
Jansi

Granting Help Desk access to view Knowledge Articles

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