Requesting services on behalf of other users
An approved delegate for a particular end user can request services on behalf of that 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.
For more information about this feature, watch the following video guide:
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 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 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.
Service requester information generated with a service request
The following details are recorded for each service requested in BMC Digital Workplace:
- Service requester—The user who created a service request.
The name of the user who requested a service is displayed in the Comments section of a service request.
- OBO user—The user on behalf of whom a service is requested.
The OBO user's name is recorded in the Requested for field only when the end user requests a service on behalf of another user. When end users request a service for themselves, the Requested 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 user, the Requested for field displays the user name for whom the service is requested. The following example shows details of a service requested for another user:
Before you begin
- The Remedy system administrator must create on-behalf-of rules as described in the documentation.
To allow end users to place a request on behalf of another user, the BMC Digital Workplace administrator must set the obo.enabled.for.all parameter to true, as described in List of providers.
To request a service on behalf of another user
An end user can request a service for another user by changing the Request for field during the service request checkout.