Submitting service requests using Smart IT
Related topics
Monitoring the Service Level Agreement in Smart IT
Login ID requirements for service requests in Smart IT
Creating services (BMC Service Request Management documentation)
Relationship of service request status to fulfillment request status (BMC Service Request Management documentation)
Comments
Now I see where you are coming from in the SRM world The confusion will be to the Service Tech on whether or not they will know if the person that calls in to submit for someone else can perform the On Behalf Of operation That will be a tricky part unless there is something that indicates the technician can add in a person having the issue and another person making the call Is there an indication of that caller being able to submit on behalf of someone else?
Hi Leonard,
Thanks for your question. In Smart Recorder you can add more than one person's name. Next to the name, there's a selection field where you can indicate whether the person is the "Customer" or the "Contact." In the case of service requests, Customer = Requested For user and Contact = Requested By user.
Using this information and any OBO rules configured on the backend, the Smart Recorder will determine whether the Contact is authorized to act on behalf of the Customer.
Regards,
Cathy
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