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.
For more information about this feature, watch the following video (2:22):
Related topics
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 rulesin 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 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 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.
