3714154 - Required Business Services for SAP Enterprise Service Management (ESM) Self-Service Role

• How-To
• Administrators require guidance on which Business Services must be assigned to a Self-Service business role in SAP Enterprise Service Management (ESM) to enable case creation and viewing in the Self-Service portal. 

• SAP Enterprise Service Management
• SAP Sales and Service Cloud Version 2 1.0

In order for employees (internal customers) to access the Self-Service portal and create/view their own cases, a business role must be configured with specific backend Business Services.

1. Navigate to: Profile Menu > System Settings > Users and Control > Business Roles
2. Create a new business role for self-service access.
3. Add the following Business Services with the defined access levels:
   

   Business Service ID	Name	Read Access	Write Access	Restriction Rule
   sap.crm.service.caseService	Case	Restricted	Restricted	Myself
   sap.crm.service.caseTypeService	Case Type	Unrestricted	Unrestricted
   sap.crm.md.service.employeeService	Employee	Unrestricted	No Access
   sap.crm.service.noteService	Note	Unrestricted	Unrestricted
   sap.crm.service.serviceCategoryService	Service Category	Unrestricted	No Access
   sap.crm.service.documentService	Document Service	Unrestricted	Unrestricted
   sap.crm.service.formService	Form Service	Unrestricted	Unrestricted
   sap.crm.service.i18nService	i18n Service	Unrestricted	No Access
   sap.crm.service.searchService	Search Service	Unrestricted	No Access
   sap.crm.service.shellService	Shell Service	Unrestricted	No Access
   sap.crm.service.timelineService	Timeline Service	Unrestricted	Unrestricted
   sap.crm.service.extensibilityService	Extensibility Service	Unrestricted	No Access

4. Save your changes.
5. Assign this role to all business users created for employees requiring Self-Service portal access. Refer to Create Business Roles and Assign Business Users. 

• SAP Help Documentation for Role Configuration
• View Cases in Self-Service
• Create Cases with Self-Service
• 3679025 - Self-Service Work List Display Cases for which Case Type Is Not Set with Self-Service Flag
• 3692237 - Self-Service drop-down menus or fields get cleared

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