Requesting services on behalf of other users
You can request services on behalf of another end user if you are an approved delegate for that end user.
To enable end users to request services for other users, an administrator must 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.
Scenarios for enabling on-behalf-of entitlement
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 the Calbroservices company. Brenda is a housekeeper in the Alison's department. Brenda plans to have a two-week vacation in the summer, and asks Alison to submit a PTO request in the BMC Digital Workplace. Brenda does not have a working place, and she is not provided with a laptop that she can use to submit her vacation requests. However, she is a registered employee and needs to submit the vacation request in the company time tracking system. Alison submits a vacation request for Brenda through BMC Digital Workplace.
- Mary is a travel agent at the Calbroservices company, and she uses a virtual private network to connect to external 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, who has permissions required to submit requests for Mary. For information about how to request a service on behalf of another user, see Request a service on behalf of another user.
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 Requested By user in all of the service requests. For information about how to request a service on behalf of multiple users, see Request services on behalf of multiple users.
The following scenario describes the need to request a service as someone else:
- Mary is on vacation. While on vacation, she recalls that forgot to prolong her sports program benefit. Mary does not have access to BMC 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 Mary's BMC 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
Each requested service in BMC Digital Workplace generates the following details about a service requester:
- Requested By—Displays the user who created a service request.
- Requested For—Displays the user for whom a service is requested.
By default, these fields are populated with the first name and last name of the user who has requested a service.
You submit a service request for another end user in one of the following ways:
If you request a service on behalf of another user, a single service request is generated. The service request is available to both users, on their the My Activity and News Feed tabs.
If you request a service for multiple users, multiple instances of the service request are generated. The service requests are available on the My Activity, and News Feed tabs for all users recorded in the Requested By and Requested For fields.
Before you begin
- The Remedy system administrator must create on-behalf-of rules as described in online documentation.
- To allow end users to place a request on behalf of any user, the BMC Digital Workplace administrator must set the obo.enabled.for.all parameter to true, as described in List of providers.
- You must be entitled to view the service you want to submit for another user.
To request a service on behalf of another user
You can request services for another user by changing the Request for field as follows:
At the time of a request
You can change the Requested For user at the time of the request as shown in the following image:
During a service request checkout
If you forgot to specify the Requested for user at the time of the request, you can change the Requested for user during the request checkout as shown in the following image:
To request a service on behalf of multiple users
You can request a service on behalf of multiple users by using the Universal Client. This feature is not supported on mobile clients.
You can request a service on behalf of multiple users if a service contains a multi-user request questionnaire. For information about how a multi-user questionnaire is created, see Creating multiuser request questionnaires.
To request services on behalf of multiple users, click Edit beside the Request for field, and add users to the Request for someone else list as follows:
At the time of a request
During a service request checkout
To impersonate another user to request a service
You can temporarily change your own catalog view to impersonate another user. When the Request as someone else is enabled, you can view only the products and services that the alternate user is entitled to view. Services through providers that have been integrated directly with BMC Digital Workplace are not be available.
The following illustration shows the option beneath the user's profile icon Request as someone else:
If the BMC Digital Workplace administrator enabled a section to collect user favorites, when you are viewing the catalog as another user, the Favorites section is hidden. You will not see your own favorites or the favorites of the user being impersonated.
The user who has impersonated another user can view and request services as another user and has access to the following views of another user:
- Catalog—Displays all services that are available to another user.
- My Stuff—Displays services requested by another user and assets available to this user. The user impersonating another user can request service actions that are available for requested services.
The user impersonating another user cannot access the My Stuff page on mobile clients.
The user impersonating another user cannot perform the following actions:
- View service health items of the impersonated user.
- Change Requested for field during and at the time of a request.
For more information about service requests and service actions available on the My Stuff page, see Setting up the My Stuff page.
The following images show how Allen views the Catalog and My Stuff pages when he impersonates as Bob:
When you impersonate another user, you can still view your own information on the following pages:
- All Activity
- New Feed
The following images show how Allen views his own information when he is impersonated as Bob: