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Request on behalf

With the appropriate configuration, Service Management allows users in the Service Portal to create a request on behalf of another person. The feature is designed for two types of people: managers, and assistants.

There are the following types of request on behalf situations:

  • On behalf of an individual

  • On behalf of a member of a group: any one of the members of a specified group

  • By a manager, on behalf of someone who reports to the manager

Note This feature is not available if you use a tablet, tablet PC, or a mobile phone to access Service Management.

How to set up request on behalf

ClosedOn behalf of an individual

For user A to be able to create a request for user B:

  1. From the main menu, select Administration > Master Data > People > People.

  2. Select user A.

  3. Click the Request on behalf tab.

  4. In the Users section, click Add. Add user B.

  5. Click Save.

For more information, see Users and contacts and Request on behalf tab.

ClosedOn behalf of a group member

For user A to be able to create a request for members of group G:

  1. From the main menu, select Administration > Master Data > People > People.

  2. Select user A.

  3. Click the Request on behalf tab.

  4. In the Group members section, click Add. Add group G.

  5. Click Save.

For more information, see Users and contacts and Request on behalf tab.

ClosedBy a manager, on behalf of someone who reports to the manager

This functionality is automatically enabled if the people record of the employee is set up to specify the employee’s manager.

For example, when setting up user U who has a manager M:

  1. From the main menu, select Administration > Master Data > People > People.

  2. Select user U.

  3. In the General tab, Organizational information section, click the Manager drop-down.

  4. Select M from the list of managers.

  5. Click Save.

For more information, see Users and contacts and Request on behalf tab.

ClosedUniversal request on behalf

You can configure this feature to allow any user to request on behalf of any other user.

To configure universal request:

  1. From the main menu, select Administration > Records.

  2. In the drop-down at the top of the page, select Request.

  3. Click the Processes and Rules tab.

  4. Close the Workflow map.

  5. Click the Rules tab.

  6. In the Rendering forms section, click Add.

  7. Select Simple rule. The Set rule dialog box is displayed.

  8. In the Field selection rules section, select Define suggested values based on filter, and click OK.

  9. Edit the rule to match the following:

    Define suggested values for Requested for with header ALL PEOPLE with filter all records

  10. In the After change section of the Rules tab, disable the following rule:

    Image of rule to be disabled

 

Note The items that display when making a request on behalf of somebody, such as categories and offerings, are those conforming with the entitlement rules for the person on whose behalf the request is being made. For more information, see How to manage entitlement rules and Service Portal users and request on behalf.

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