This documentation supports the 19.02 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Submitting requests on behalf of other users

You can submit requests on behalf of other users if your administrator has set up an on-behalf-of rule that allows you to submit requests on their behalf.

You might want to submit requests on behalf of other users in emergencies or due to other unusual circumstances. For example, if someone in your department cannot create a request (perhaps a coworker's computer is not working, or a coworker is on vacation and needs a request fulfilled), you can create a request on the other user's behalf.

You can access the request-on-behalf-of option from the Settings menu, or directly from the Provide Information form. When you access the request-on-behalf-of option directly from the Provide Information form, the change of the "requested for" user is valid only for submitting the request one time.  When you select a user using the on-behalf-of option from the Settings menu, the "requested for" user remains unchanged until you select a different user. 

You can search for users on whose behalf you can submit requests from the Edit view of the Provide Information form, or from the Options icon on the console's home page.

Note

If you cannot find the user for whom you need to submit the request, ask your Administrator to ensure that the Organization and Department fields of the People record belonging to that person contain the correct entries. If those fields do not contain the correct values (or are empty), that person is not available in the list of people for whom you can make requests.

Starting in version 8.0, when you are acting on behalf of another user, you can only view requests that you submitted on behalf of that person, and not requests submitted by that user or requests submitted by others on behalf of that user. In addition, you can add requests to the cart on behalf of another user, but you cannot manage the cart for the other user.

Notes

  • When you add a one-time request to the cart on behalf of another user, the entry does not appear in the cart, and the cart count is not incremented. The Requested For user can see the request when he or she opens the cart, and the correct cart count is shown. 
  • After a request is added to the cart or saved as draft, the Requested For user information cannot be edited.

The My Requests pod lists the submitted request with details, such as the name of the person on whose behalf you made the request and the request status.

To submit a request by using the On Behalf Of option

  1. Click Settings (gear icon) located at the top of the Request Entry console home page, and select On Behalf Of.
  2. Click Search to find all the users on whose behalf you are permitted to submit requests.
    To find a specific user, enter the user's name in the Search field and click the Search button.
  3. Select the user from the search results and click Select.
    The system returns you to the Provide Information form, which displays the selected user's name in the Requested For field. If the user is not entitled to the request, the system displays an error message and prevents you from creating the request.

    Note

     When you want to reset the Requested For field to the requested by user, clear the Requested For field and use the type-ahead functionality to select the requested by user.

  4. Enter the necessary information, such as contact details, and click Submit.
  5. To submit a request for yourself, click Settings and select Back to Myself.

To submit a one-time request on behalf of another user

  1. From the Request Entry console, select the request you want.
  2. On the Provide Information form, click Edit next to the Phone field.
  3. Select a Requested For user by doing one of the following:
    • Click the On Behalf Of Request icon that appears next to the Requested For field to see a list of users, and then select a name.
    • In the Requested For field, enter the first few letters of the Requested For user's name, and press Enter or tab. (You can also click in any other field, so that the cursor loses focus on the Requested For field.)
      If only one user name matches, that user's record is selected and saved.
      If more than one user name matches, a message is displayed. Click Ok to view a list of users, and then select a name.

      After a user is selected, the system returns you to the Provide Information form, which displays the selected user's name in the Requested For field. If the user is not entitled to the request, the system displays an error message and prevents you from creating the request.
  4. Enter the necessary information, such as contact details, and click Submit.
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