Enabling collaborator delegation
Requestors add collaborators to a request when they are unavailable or when the request affects multiple users. As a Catalog administrator, you can allow requestors to add delegated collaborators for specific service requests. With this capability, delegated collaborators can add more collaborators to the same service request, ensuring continued request resolution in the requestor's absence.
Overview of collaborator delegation
Enabling collaboration delegation allows requesters to designate specific team members as delegated collaborators. These delegated collaborators can add additional members as needed. For more information, see Delegating-collaborators.
Supported types of service requests
Collaborator delegation on service requests is supported for native catalog services.
Collaborator delegation on service requests is not supported for multirequest bundles and orders in the cart during checkout. Delegation is only available at the individual service level after a request has been submitted.
To enable collaborator delegation
You can enable collaborator delegation capability for catalog services based on your preference.
- Log in to the BMC Helix Digital Workplace Catalog console.
- Navigate to Services > Services.
- Select the checkbox for the intended service or double-click a service from the list to enable collaborator delegation.
The user interface displays the Service Options pane. - Navigate to Version Options > Collaboration and click Edit.
- Turn on the Collaborator delegation toggle key.
By default, the setting is off.
Click Save.
The requestors can add delegated collaborators to this service.
Collaborator delegation details in the service request reports
You can view the service request report for a specific service, including information about collaborators and delegated collaborators. For more information, see Reports and analysis of the enhanced service catalog.
Where to go from here
The delegation option is effective for the service only if the administrator has configured collaboration from the BMC Helix Digital Workplace console. For more information, see Enabling-service-request-collaboration.