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.
Important
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):
Setting up service requests through BMC Service Request Management
Setting up sections in the Catalog
Enabling requesting on behalf of other users
Creating on-behalf-of definition rules
in the BMC Service Request Management documentation
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.
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:
To request a service on behalf of another end user
Change the Request for field during the service request checkout.
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