Delegating collaborators

End users add collaborators to a service request when it affects multiple users or when they are unavailable. For example, if the AC is not working on the floor, a requestor can add the members on the same floor as collaborators. The collaborators can track the request even if the requestor is on PTO the next day.

As a requestor, you can designate certain team members as delegated collaborators. If required, they can add more collaborators to continue the request resolution in the requestor's absence. For example, you want to submit a request to book a company auditorium for an upcoming team event, and you would be taking a couple of days off. You can add your teammates as delegated collaborators. They can include additional collaborators in your absence to continue the service request.

Required license

DWP Advanced icon.pngBMC Helix Digital Workplace Advanced

Related topic

Collaborating-with-other-users-on-service-requests

Submitting-service-requests-for-other-users

Enabling-collaborator-delegation

Collaborator delegation

You can add delegated collaborators along with the regular collaborators when submitting a new request or even after the request submission. Only delegated collaborators have the ability to add more collaborators as necessary to proceed with the service request. Leverage collaborator delegation for the following benefits:

  • Enhance the request resolution process by assigning delegated collaborators who can add more collaborators if needed to ensure a request is on track to resolution in the requestor's absence.
  • Control collaborator delegation at the catalog service level rather than applying a default configuration to all services. Restrict delegation for the confidential catalog services that contain sensitive information.
  • Involve more team members in the request and keep them updated on task status, next steps, and potential roadblocks. Improve cross-team collaboration by breaking down silos during request resolution.
Scenario

Hannah, a catalog administrator at Apex Global, designed a New computer request service for requesting a new system. The service includes questions like: System type (Mac/Windows), Processor, RAM, Memory, Installation requirements for specific tools, and so on. The service is created with the required workflow and published in the BMC Helix Digital Workplace Catalog.

Allen, theBMC Helix Digital Workplaceadministrator, has enabled collaboration for end users, and Hannah enables collaborator delegation for the service.

The following events occur regarding the service request:

Kathrin.png

  • Kathrin from the UX team requires a new computer for her project because her current one is incompatible. Her manager, Bobby, asks her to request a new computer from the IT department.
  • Kathrin plans to submit the New computer request service.

Requestor view

Requestor searches for New computer request.

New computer request.png

Bobby.png

  • Kathrin is taking a couple of days off in the upcoming week. Kathrin thinks Bobby can track the request in her absence, and he can also add the relevant people to continue the request resolution.
  • She adds Bobby as a delegated collaborator and submits the New computer request service.
  • Bobby sees a New computer request shared by Kathrin on his My Activity page and starts tracking it.
Click to see the requestor's user interface:

 Kat Details.png

Click to see the requestor's My Activity page:

Kat My Activity.png

Delegated collaborator view

See the delegated collaborator's My Activity page:

 bhill MyActivity.png

Paul example.png

  • Paul is their teammate with the appropriate system installed with the required tools. Bobby checks whether Kathrin has added her teammate Paul as a collaborator but cannot see him on the shared request.
  • Bobby adds Paul as a collaborator and asks him to add a comment on the same request specifying his system's configuration details. Paul comments regarding the system configuration and starts tracking the same request. 
Click to see the delegated collaborator's Details page:

 Bhill details.png

Collaborator view

Click to see the user interface of a collaborator's My Activity page:

Paul.png 

See on collaborator's Details page:

 Paul's details page.png

image-2024-10-14_17-22-51.png

The IT support team starts processing the service request and asks for the UX team's cost code and the required license type for specific tools.

  • Bobby, the manager, replies with a UX team cost code on the day of Kathrin's absence.
  • Paul adds the license type details for the required tool.
  • The IT Fulfillment team processes the request and gets the computer ready.

Kathrin's service request is not blocked during her absence, letting it proceed, and she receives a new computer upon returning to the office. Kathrin submits the post-request survey highlighting the effective collaboration that led to the quick resolution.

Collaborator delegation permissions

The following table illustrates the actions available to service requesters, delegated collaborators, and collaborators. 

Actions available for service request users

Service requestors,
on-behalf-of users

Delegated collaborators

Collaborators

Add or remove delegated collaborators

✅️

❌️

❌️

Add or remove collaborators

✅️

✅️

❌️

View request on My Activity page

✅️

✅️

✅️

Add comments

✅️

✅️

✅️

Cancel request

✅️

✅️

✅️

Important

  • The collaborators added by the requestor and those added by delegated collaborators have the same collaborating permissions. For more information, see Collaborator rights and permissions.
  • For multirequest bundles, delegation can happen after request submission at the individual service level.
  • You cannot add a default set of delegated collaborators and auto-share the service requests with them.
  • The requestor can add people groups as delegated collaborators. Each member of the group possesses the same permissions as individuals.
  • The delegated collaborators receive notifications based on the same rule for the collaborators. To learn about the notifications for the collaborators, see Notifications about service request collaboration.

The following image illustrates an example of collaborator delegation permissions:

Scenario_ collab permissions.png

Before you begin

Ensure the following settings are configured to see the collaborator delegation option for services:

  • Make sure that the administrator has enabled the collaborator capability in the BMC Helix Digital Workplace Admin console. For more information, see Enabling-service-request-collaboration.
  • Ensure that the catalog administrator has enabled collaborator delegation for the specific service for which you want to add delegated collaborators.  For more information, see Enabling-collaborator-delegation.

To add delegated collaborators to a service request

  1. Log in to theBMC Helix Digital Workplace end-user console.
  2. Add collaborators in either of the following ways:
    • Open the service for which you want to submit a new request and click Request Now.
      The Checkout page displays the Collaborator delegation section. 
    • Open an existing service request to which you want to add collaborators.
  3. (Optional) Click Collaborators to add collaborators.
  4. (Optional) Click Collaborator delegation and select Add/remove from the options list:
    Deleg_collab

  5. In the Collaborators dialog box, search and select the individual collaborators or user groups that you want to add for delegation.
    The dialog box is displayed in the following image: 
    image-2024-10-12_23-30-20.png

    Important

    A service requester can include a combination of up to 20 individual delegated collaborators and delegated collaborator groups in their service requests in addition to the regular collaborator limit of 20.

    After the dialog box is closed, the selected delegated collaborators can see the shared service request.

    See the user interface showing added collaborators and delegated collaborators.

    UI requestor.png

  6. (Optional) If you are a delegated collaborator, to add more collaborators, complete the following steps:
    1. View the request shared by the requestor on your My Activity page and click Details to navigate to the request's Details page.
    2. To add collaborators to the request, click Collaborators.
See the user interface for delegated collaborators to add more collaborators.

image-2024-10-18_16-26-13.png

FAQ

Refer to the following questions and their responses that can help you while you are adding delegated collaborators:

  • Why can't I view the menu to add delegated collaborators while submitting a request?

    The collaborator delegation is effective only if your catalog administrator has enabled the delegation for the specific service that you want to submit.

  • Can I get myself removed as a delegated collaborator from the request?

    No. For delegated collaborator permissions, see Collaborator delegation permissions.


 

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