Requesting services on behalf of other end users
End users can request services on behalf of other end users. For example, Allen, a manager of the support department, submits a salary raise request for his subordinates so that they do not spend time on creating multiple similar tickets.
For end users to request services on behalf of other end users, an administrator must first set up the on-behalf-of entitlement rules in BMC Service Request Management. The rules must be set up even if SRM is not involved in the service provisioning and fulfillment process.
For more information about this feature, watch the following video (2:22):
Scenarios for requesting services on behalf of another end user
The following scenarios describe situations when an end user requests a service for another end user:
- Alison is a manager of a housekeeping department in her company. Brenda is a housekeeper in Alison's department. Brenda is planning a two-week vacation in summer. She does not have a working place and is not provided with a laptop, so she cannot submit vacation requests. Because Brenda is a registered employee, she must submit the vacation request in the company time tracking system, so Brenda asks Alison to submit a PTO request on her behalf in BMC Helix Digital Workplace.
- Mary is a travel agent in the C-Services company, and she uses a virtual private network to connect to internal company applications. Mary experiences a virtual private network connection issue, and she cannot open a ticket for IT support. She asks Tom, her manager, to open a ticket on her behalf. Tom has the required permissions to submit requests on behalf of Mary.
The following scenario describes the need to request a service for multiple users:
- Alison wants to order three mops for new housekeepers in her department. She starts a service request, and selects the three employees for whom she is requesting the service. Three services are created, one for each new housekeeper, and Alison is the service requester for all of the service requests. For information about how to request a service on behalf of multiple users, see When requesting a service multiple times.
The following scenario describes the need to request a service by impersonating someone:
- Mary is on vacation. While on vacation, she recalls that she forgot to prolong her sports program benefit. Mary does not have access to BMC Helix Digital Workplace. If she does not prolong the sports benefit service on time, the benefit will be revoked. Mary calls Tom and asks him to impersonate her BMC Helix Digital Workplace view to request the Prolong my sports benefit service action available in the Actions list of the Provide me with the sports benefit service. Mary has previously requested the Provide me with the sports benefit service, and it is available on her My Stuff page.
Service requester information generated with a service request
When an end user requests a service on behalf of another end user, the following details are recorded in BMC Helix Digital Workplace:
- Service requester—The end user who created a service request.
The name of the end user who requested a service is displayed in the service request details.
- OBO user—The end user on behalf of whom a service is requested.
The OBO user's name is recorded in the Request for field only when the end user requests a service on behalf of another end user. When end users request a service for themselves, the Request for field is by default prepopulated with the name of the service requester.
The following example shows details of a service requested for the service requester:
If an end user requests a service for another end user, the Request for field displays the end user's name for whom the service is requested. The following example shows details of a service requested for another end user:
End users can submit a service request for another end user in one of the following ways:
Request a service on behalf of another end user
Request a service on behalf of multiple end users
Impersonate another end user to request a service
If an end user requests a service on behalf of another user, a single service request is generated. The service request is available to both users on their My Activity page.
If an end user requests a service for multiple end users, multiple instances of the service request are generated. The service requests are displayed on the My Activity page of the service requester and all Request for users.
To request a service on behalf of another end user
An end user can request a service on behalf of another end user if the OBO user is entitled for this service in BMC Helix Digital Workplace Catalog. For more information, see Entitling end users to services, bundles, and banners.
At the time of a service request
In the BMC Helix Digital Workplace end user console, change the Request for user at the time of the request as shown in the following image:
During a service request checkout
In the BMC Helix Digital Workplace end user console, if you did not specify the Request for user at the time of the request, change the Request for user during the request checkout as shown in the following image:
When requesting a service multiple times
To submit a request multiple times on behalf of another end user:
- In the BMC Helix Digital Workplace end user console, go to the Active events tab, and select a request.
- Click Request Again > Request Summary > Edit.
- Select an OBO user.
- Click Submit request.
A new service request for the OBO user is created. The initial service request is not changed.
Answers to questionnaires from the original service request are not prepopulated for the Request for user.
To request a service on behalf of multiple end users
An end user can request a service on behalf of multiple end users if the following conditions are met:
- The OBO users are entitled for this service in BMC Helix Digital Workplace Catalog. For details about how services can be entitled to other end users, see Entitling end users to services, bundles, and banners.
- The service contains a multi-user request questionnaire. For information about how a multi-user questionnaire is created, see Creating multiuser request questionnaires.
End users can request services on behalf of multiple end users the same way they request a service on behalf of a single end user at the time of a service request and during a service request checkout.
In the BMC Helix Digital Workplace end user console, click Edit next to Request for and add OBO users to the Request for someone else as shown in the following image:
To impersonate another end user to request a service
An end user can temporarily change their own catalog view to impersonate another end user. When Request as someone else is enabled, the end user can view all the products and services that the alternate user is entitled to view. However, when you impersonate another end user, services through providers that are integrated directly with BMC Helix Digital Workplace are not available.
To impersonate an end user, in the BMC Helix Digital Workplace end user console, click the person icon or open your user profile and click Request as someone else. Then, select an end user in the Request as someone else dialog box, as shown in the following image.
To configure the impersonation button view, see Enabling requesting on behalf of other users.
When the end user is viewing the catalog as another end user, the Favorites section is hidden. The end user will not see their own favorites or the favorites of the end user being impersonated.
As an impersonated end user, you can view and request services as another end user and will have access to the following views of the other end user:
- Catalog—Displays all services that are available to another end user.
- My Stuff—Displays services requested by another end user and assets available to another end user. As an impersonated end user, you can request service actions that are available for requested services.
As an impersonated end user, you cannot perform the following actions:
- View service health items of the impersonated end user on the My Stuff page.
- Change the Request for field during and at the time of a service request.
The following images show the Catalog and My Stuff page views available for Allen when he impersonates the end user Bob.
For more information about service requests and service actions available on the My Stuff page, see Setting up the My Stuff page.
When you impersonate an end user, that end user can still view their own information on the following pages:
- My Activity
- Custom page
The following images show how Allen views his own information when he impersonates the end user Bob:
To switch to another end user
End users can switch to another end user without returning to their view. For example, Allen, a manager, wants to see the My Stuff services of his subordinate Bob. Allen impersonates Bob. Another subordinate, Irene, does not have an internet connection and asks Allen to look at the list of her Catalog items. Allen impersonates Irene by clicking the person icon or Request as someone else, and selects Irene.
By using one of the following options, Allen can switch to Irene's profile view without returning to his own view:
- On the blue banner on top of the page, click Switch to someone else.
- Click the person icon icon in the navigation bar.
- Click Request as someone else in the user menu.
By using one of the following options, Allen can return to his own view:
- Click the icon on the blue impersonation banner at the top of the page.
- Click the icon next to the name of the OBO user.
- Open any impersonation people picker, click the icon next to the OBO user, and close the modal window.
- Click Switch to someone else on the blue impersonation banner, click the icon next to the OBO user, and close the modal window.