This documentation supports the 25.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.To view an earlier version, select the version from the Product version menu.

Enabling requesting services on behalf of other users

As an administrator, you can enable on-behalf-of requesting for your end users. After configuring the on-behalf-of entitlement rules, end users can submit service requests in the following scenarios: 

  • On behalf of a single end user by using the end users' service entitlements. 
  • On behalf of multiple end users. 
  • By impersonating another end user.
  • By switching to another end-user profile. 

To learn more about these scenarios, see Submitting-service-requests-for-other-users.

Important

Only BMC Helix Digital Workplace native and imported services from BMC Service Request Management can be requested on-behalf-of other users. 



Related topic

Enabling-end-user-features


To enable requesting services for other users

  1. As a BMC Service Request Management administrator, create on-behalf-of rules; see  Creating on-behalf-of definition rules in Service Request Management.

    Tip

    If you want end users to be able to submit requests on behalf of any other user irrespective of their company, when you create the on-behalf-of rules, set the Company field to Global, as shown in the following image: 

    OBO_Global rule.png

  2. As a BMC Helix Digital Workplace administrator, set the obo.enabled.for.all parameter to true; see Integrating-with-other-applications-by-using-providers.

Important

As a catalog administrator, you can restrict on-behalf-of entitlements for certain catalog services, such as password resets. End users cannot request such catalog services on behalf of other users; only requestors can submit such requests themselves from the end-user console. For more information, see Restricting-services-and-bundles-for-end-users.


To configure the impersonation button view

This feature applies only to DWP Advanced icon.pngBMC Helix Digital Workplace Advanced licenses.

  1. In the Admin console, navigate to the Configuration tab.
  2. Click Impersonation.
  3. On the Impersonation settings page, in the Display settings section, select one or both the check boxes:

    • Show in the user menu—End users see the Request as someone else option under their name. This check box is selected by default.

Show in the user menu.png


    • Show in the navigation bar—End users see the person icon Request as someone else icon.png next to their profile picture.

Request as someone else button in the navigation bar.png

4. Click Save.

The changes are applied after the end user re-logs in to the application.

Important

You can select both the check boxes to retain both the options in the end user console. You can also hide the impersonation buttons by clearing both the check boxes. This does not affect the ability to request services on behalf of other users. End users can still request a service on behalf of other end users in the end user console.


Where to go from here

Submitting-service-requests-for-other-users

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*