Submitting service requests for other users

After the administrator has configured the on-behalf-of entitlement rules, as an end user, you can submit service requests for other users in your organization.

As a manager or an agent, you can submit service requests on behalf of other end users based on your entitlements. This capability provides the following benefits:

Managers can extend their entitlements to end users.
End users can avail the services that they are not typically entitled to without entitlement changes.
Typically, these services can be availed through passive entitlements on need basis.
By submitting the requests from BMC Helix ITSM: Smart IT via the Smart Recorder, agents and managers require minimal effort to submit the on-behalf-of requests.

Required license

DWP Advanced icon.png BMC Helix Digital Workplace Advanced

Scenarios of submitting a service request for another user

The following table lists the different methods in which you can request services for other users and provides relevant scenarios:

Method	Scenario
On behalf of a single end user by using the end users' service entitlements	In Apex Global, Alison is the manager of the housekeeping department and Brenda is a housekeeper in that department. Brenda is planning a vacation for which she needs to submit a leave application in the company's leave management tool. Because Brenda does not have a laptop, Alison submits the application on Brenda's behalf.
On behalf of multiple end users	In Apex Global, Allen is the manager of a support team. Allen wants his team members to pursue a customer centricity training for which he needs approval from the senior manager. To avoid multiple team members requesting for the approval, Allen submits a service request on behalf of each team member.
On behalf of other end users by using your entitlements	In Apex Global, Carl is the manager of an engineering team. He has access to the Request a laptop service. Britney is a new hire in Carl's team and does not have access to this service. Carl wants to submit the Request a laptop service on behalf of Britney.
By impersonating another end user	Mary is an employee of Apex Global. After going on PTO, she recalls that she hasn't extended the duration of her medical reimbursement program. She does not have access to BMC Helix Digital Workplace. She calls Tom, her manager, and requests him to impersonate her BMC Helix Digital Workplace view and extend the duration of the reimbursement program.
By switching to another end-user profile	Irene, an employee of Apex Global, is working from home. Earlier, she had raised a request to reimburse her travel expenses. Because she does not have a stable internet connection, she is not able to access her BMC Helix Digital Workplace catalog and check the status of her request. She asks her manager, Allen, to check the status on her behalf. Allen switches to Irene's profile and checks the request status.

Important

You can submit a service request for multiple users only if the selected service contains a multi-user request questionnaire.

Before you begin

Ensure that the administrator has configured the following settings:

Enabled the functionality to request services on behalf of other users. For more information, see Enabling-requesting-services-on-behalf-of-other-users.
If you want to use your entitlements to submit on-behalf-of requests, you must have the required enhanced permissions. For more information, see Setting-privileges-and-limits-for-on-behalf-of-requests.
The catalog administrator has not restricted on-behalf-of entitlements for the catalog service you want to submit. If you switch the user profile to another user and perform a search for a specific catalog service that has restrictions for on-behalf of entitlements, you cannot find such services. For more information, see Restricting-services-and-bundles-for-end-users.

To request a service on behalf of another end user

If you have enhanced permissions to use your entitlements, you can request services for other end users, even if they are not entitled for those services.

Log in to BMC Helix Digital Workplace.
Select the service for which you want to submit a request.
Change the user in any of the following stages of submitting the request:

- While providing details for the service request, click Request for, and select a single user or multiple users for whom you want to submit the request.
- During the request checkout process, click Request for, and select a single user or multiple users for whom you want to submit the request.

The following image shows a sample of Laptops for employees service request for a single user and for multiple users submitted by Allen Allbrook.

Requests submitted on behalf of single and multiple users.png

If you requested a service on behalf of a single user, a single service request is generated. The service request is visible to you and the user for whom you submitted the request on the My Activity page.
If you requested a service on behalf of multiple users, multiple instances of the service request are generated. The service requests are visible to you and all the users for whom you submitted the requests on the My Activity page.

To request the same service for another end user

If you have requested a service, you can request it again for another end user.

Log in to BMC Helix Digital Workplace.
On the Active events tab, open a service request.
Select Request Again > Request Summary > Edit.
Add the user for whom you want to submit the request.
Click Submit request.

The initial request is unchanged and a new service request is created for the user. Additionally, answers to questionnaires from the original service request are not prepopulated for the user.

To request a service by impersonating another end user

You can request a service for another end user by impersonating them. When you select this method, your catalog view is changes temporarily, and you can view services and products that the other user is entitled to. However, after impersonating the user, services through providers that are integrated directly with BMC Helix Digital Workplace are unavailable to you.

Important

Only if your administrator has enabled this feature, you can use it to request a service for another end user.

To request a service by impersonating another end user, perform the following steps:

Log in to BMC Helix Digital Workplace.
Open your profile.
Click Request as someone else.
In the Request as someone else dialog box, select the user whom you want to impersonate.
Submit the service request as another end user.

Access list after impersonating another end user

The following table lists the different accesses that you have and do not have after you impersonate another end user:

You get access to	You do not get access to
Catalog view of the impersonated end user that displays the services available to that user	Your and another end user's favorite services
My Stuff view of the impersonated end user that displays services requested by and assets available to that user	Service health items of the impersonated end user on the My Stuff page
Ability to request service actions that are available for requested services	Ability to change the Request for field while providing the service request details and during the request checkout process

When you impersonate an end user, that end user can still view their own information on the My Activity page and Custom page.

To request a service by switching to the user profile of another end user

You can request a service for another end user by switching to their profile.

Log in to BMC Helix Digital Workplace.
Switch to another end user profile by using any one of the following options:
- On the banner on the page, click Switch to someone else .
- Click the user icon and then click Switch to someone else.
Submit the service request as another end user.
(Optional) To return to your view, click the icon.