This documentation supports the 9.0 version of Service Request Management.

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

Creating on-behalf-of definition rules

The application administrator can create on-behalf-of (OBO) definition rules to specify the following actions:

  • A member of a support group can enter a service request on behalf of another individual in a company, an individual in a specified company, or an individual in a specified group. The Global company can be used to allow entering a service request for anyone.
  • An individual can enter a service request on behalf of another individual, another individual in a specific company, or an individual in a specified group.
  • Anyone can enter a service request on behalf of anyone else by using a company-to-company rule with Global for the requester and Global for the requester to act on behalf of another individual.

Users acting on behalf of another user can view only requests that they submitted on behalf of that person, and not requests submitted by the user or requests submitted by others on behalf of the user. You can use this feature even if you choose to disable entitlement management. 

Recommendation

BMC recommends that you create OBO rules that allow service desk staff to create service requests on behalf of any user.

Note

All new service requests are validated against On Behalf Of (OBO) rules, except those created automatically by BMC fulfillment applications. For example, when a web service creates a service request, an OBO rule must be configured so that the Requested By user can submit a service request on behalf of the Requested For user. For more information, see Integration methods and Request_Submit_Service.

How on-behalf-of functionality works

When a user enters a request on behalf of another user, the following process occurs:

  1. The Requested By and Contact Information sections on the Service Request and Work Order forms provide the details about the person who submitted the service request or work order. (The organization and department of the Requested By person are based on the Requested By company.)
  2. The Requested For and Customer Information sections on the Service Request and Work Order forms provide the details about the person who the service request or work order was submitted on behalf of. (The organization and department of the Requested For person are based on the Requested For company.) If a user submits a service request on behalf of himself, the Requested For information equals to that of the Requested By.

    Note

    Ensure that the Organization and Department fields of the People record belonging to the person for whom the service request (or work order) was submitted on-behalf-of contains the correct entries for that person. If those fields do not contain the correct values (or are empty), that person is not available in the list of people for whom the requester can make requests.

  3. The Location Information section lists the location company, region, site group, and site of the service request or work order. Region, site group, and site are based on the location company. The location information is not necessarily the same as the Requested For person's location on the People form. (Many applications allow the location information to be modified manually.)
  4. When the back-end request is submitted, the location information from the back end is passed to the location information on service request. If the information is not provided from the back end, the system sets the location information on the service request to that of the Requested For person from the the People form. The same happens with the work order.

To create an OBO definition rule

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Service Request Management > Entitlement > On Behalf Of Management, and click Open.
  3. From the On Behalf Of Definition Rules form, click Create.
  4. Enter a unique name for the definition rule.
  5. Select a company.
  6. Select a status.
  7. Define the requester by selecting a Requester Type.

    Requester Type

    Steps to follow

    User

    1. Click Select User.
    2. In the People Search form, enter criteria to find a particular person from the People form, and click Search.
    3. Select a person from the results list, and click Select.
    4. The login ID of the person appears.

      Note: You can select any user from any of the companies to which you have access.

    Company

    Select information from the remaining fields (for example, Organization, Department, and so on).

    Group

    Select a group name for the company (for example, Calbro Services > Service Desk). When selecting a group for the Requester Type, you can only select a group to which you have access.

  8. Define a user or company that the user is acting on behalf of.

    If you select this Requested For Type

    Follow these steps

    User

    1. In the People Search form, enter criteria to find a particular person from the People form, and click Search.
    2. Select a person from the results list, and click Select.
    3. The login ID of the person appears.

    Company

    Select information from the remaining fields (for example, Organization, Department, and so on).

    Group

    Select a group name for the company. When selecting a group for the Requester Type, you can only select a group to which you have access.

  9. Click Save.
  10. (Optional) If you create a rule that allows a person to submit a service request (or work order) on behalf of someone else, check that the Organization and Department fields of the People records belonging to the people for whom requests can be made contain the correct entries for those people.

    If those fields do not contain the correct values (or are empty), those people are not available in the list of people for whom the requester can make requests.
Was this page helpful? Yes No Submitting... Thank you

Comments