Setting privileges and limits for on-behalf-of requests
As a catalog administrator, you can enable end users to submit service requests on behalf of multiple other end users. The on-behalf-of capability helps end users save their time in submitting service requests that they are not entitled to submit, without the need for additional approvals.
You can configure the following privileges and limits for on-behalf-of requests:
- Multi-request user limit—By default, end users can submit requests on behalf of 20 users. You can change the default limit value by selecting a value from 2 to 20.
- Enhanced agent privileges—End users with the agent role can use their entitlements to submit requests on behalf of other end users.
- Enhanced requester privileges—End users in selected people groups can use their entitlements to submit requests on behalf of other end users. You can add up to 20 people groups.
To learn about the scenarios in which end users request services on behalf of other users, see Submitting-service-requests-for-other-users.
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Before you begin
- To configure multi-request user limit, make sure that the internal suppliers and internal supplier administrators have created the multiuser request questionnaire.
- To enable enhanced privileges for agents, ensure that the required people have the agent role in BMC Helix Digital Workplace Catalog. For more information, see Assigning-catalog-roles-to-user-accounts.
- To enable enhanced privileges for end users in select people groups, such as managers, ensure that the required people groups are created in BMC Helix Digital Workplace Catalog. For more information, see Creating-people-groups-for-end-user-collaboration.
To set the enhanced privileges for on-behalf-of requests
- Log in to the Catalog console and click
Application Settings. - In the Service Catalog section, click On-behalf-of (OBO) requests.
- Perform one of the following steps:
- To enable all end users with the agent role to use their entitlements when requesting services on behalf of other end users, select Enhanced Agent privileges.
- To enable end users in select people groups to use their entitlements when requesting services on behalf of other end users, click Select against People Groups and then click Add. You can select up to 20 groups.
- Close the panes.
Wait for a few minutes for these settings to get applied before end users can submit the on-behalf-of requests.
The following image shows the enhanced privileges option for agents and people groups:
To set the default limit of users for on-behalf-of requests
- Log in to BMC Helix Digital Workplace Catalog and click Application Settings.
- From the Multi-requests user limit list, select a value between 2 to 20.
- Click Save.
The following image shows how to change the multi-requests user limit:
The default limit that you specify for multiuser requests is displayed in the Question Designer as follows:
Users who create or update a multiuser questionnaire can change the default limit by selecting a value between 2 to 20.
Troubleshooting
The following table describes the common errors and steps to overcome them:
Error | Steps to overcome |
|---|---|
Agents are unable to request services on behalf of other end users. |
|
Users in the selected people group are unable to request services on behalf of other users. |
|
Result
After the catalog administrator configures the privileges and limits, end users can submit on-behalf-of requests from BMC Helix Digital Workplace and BMC Helix ITSM: Smart IT.
The following image shows how Allen, manager of the engineering team requests a laptop for Mary, who is a new hire in his team by using the Smart Recorder in BMC Helix ITSM: Smart IT:
