2430730 - How to restrict visibility of the logon data maintained in secure area of a case

Symptom

What is Secure Area?

This application is to be used by customers only to maintain and provide customer data for "User", "SAP-Routers", "Servers", "Contacts", and "Info" for SAP Support when necessary. It is only possible to maintain logon data for all the systems assigned to the same customer only. No cross customer visibility is provided.

Incidents section - used to maintain User Visibility per case. All the maintained users are visible to SAP Support processor by default.
History Log - All data changes and access to the secure area are tracked in the history log, per system. The log can be exported to Excel.

Select the header "Related Options" drop-down to view and maintain another customer related system.

Click Display Logon Data after entering the logon data. All entered logon data is shown at a glance in display mode. Only users that have maintained this data and users with the Maintain all Logon Data authorization can see the stored passwords. For users with the Maintain my Logon Data authorization, the stored passwords of other colleagues are not visible, but can be changed.

Environment

SAP Support Portal
SAP for Me

Resolution

When creating or working on an case, you are able to assign specific users to a certain case. Therefore you can restrict the number of users visible to this specific case for SAP case processors. When creating an case you have to save the case in order to get access to the restricted view by clicking the Maintain User Restricted View button.

This restriction refers to SAP system users only and will not affect any other users such as SAPRouter users or users for additional servers.
Users from other systems or installations are selectable.
If users are explicitly assigned to the case, SAP will be able to see only those users that are part of this restricted list. All other users are not displayed.
If no user is explicitly assigned to the case, there is no restriction regarding the visibility of the login information. All users and passwords are then visible by SAP.

Note: With this modification it is possible that customers can create a user for a system that is only valid for a specific case. If the restricted view is created this will be indicated (after refresh) by an icon under the corresponding system by the case number this view is built for.

Below is the step by step illustration of the same.