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.
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.
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: