This documentation supports the 22.1 version of BMC Service Request Management.

To view an earlier version, select the version from the Product version menu.

Submitting requests on behalf of other users

You might want to submit requests on behalf of other users in various 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 behalf of the other user.

For you to submit a request on behalf of other users, your administrator must set up an on-behalf-of rule for you.

When you are submitting a request 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.

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. On the Request Entry console home page, click the Settings icon, and select On Behalf Of.
  2. Search the user for whom you want to submit the request:
    • To see the list of users on whose behalf you can submit requests, click Search.
    • To find a specific user, enter the user's name in the Search field and click the Search button.
      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.
  3. Select the user from the search results and click Select.
    The Provide Information form displays the selected user's name in the Requested For field. If the user is not entitled to the request, you get an error message and you cannot create the request.
    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.
    After a request is added to the cart or saved as draft, the Requested For user information cannot be edited.

  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 to submit.
  2. On the Provide Information form, click Edit.
  3. Select a user by doing one of the following actions:
    • 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.
      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.
      After a request is added to the cart or saved as draft, the Requested For user information cannot be edited.
  4. Enter the necessary information, such as contact details, and click Submit.
    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.
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