That’s an update for that post where i sho how it’s possible to control the view of operation in ITSM withour autorization or customizing, but on a last update ( i don’t remember when ) i found a change on VAR GUIDE for service provider https://websmp204.sap-ag.de/~sapidb/011000358700001075532012E.PDF on page 66, “How to Display all Messages of an Organization/Company”.
You can control the operation view in 2 options:
1.- With Custom Code:
2.- Trough customizing using AGS_WORK_CUSTOM, :
* I don’t have test if that work as well on ITSM as on in workcenter
6.7 How to Display all Messages of an Organization/Company
(“Employee responsible for”)
The BP Relation “Is the Employee
Responsible For” (technical name “BUR011”) must be maintained for the
To do this, follow the same steps as described for “Replaces” relationships, but instead maintain the
relationship “Is the Employee Responsible For”.
If the system finds an “Is th
e Employee Responsible For” relation for the current user, all messages of the
related Business Partner (for example, Messages where the related Business Partner is entered as the
Party”) will be added to the “Processing by my team” list in the Wo
rk Center overview.
This behavior is turned off by default.
Adding an entry to table AGS_WORK_CUSTOM overrides the default:
IM_RESPONSIBLE_REL_ENABLE = X (Turned on)
IM_RESPONSIBLE_REL_ENABLE = blank (Turned off)
The Business Partner relationship catego
ry “BUR011” may also be overridden with an entry in table
IM_RESPONSIBLE_REL_CATEGORY= <new relationship category>