Confidential requests

Confidential requests - created from an appropriately configured offering - to be hidden from the Requested for user in the Service Portal. For example, a manager may create a confidential request for an employee. The manager (the Requested by user) is able to view the request, but the employee (the Requested for user) is not able to view the request.

Confidential requests are set at the offering level. A request created from such an offering is, by default, confidential.

When creating the request from such an offering, the agent can override the default so that the request is no longer confidential. In addition, you can use business rules to apply in specific situations and override the default. For more information about business rules, see Record Management business rules.

To configure an offering for confidential requests:

1. From the main menu, select Plan > Service Catalog > Offerings.

2. Select the offering you want to configure.

   To filter the record list, click the Add filter  button. For more information, see Filters.

3. Click the record identifier in the ID column to display the selected record.

4. In the General tab, in the Public audience section, select the following field values:

   Field	Value
   Allow public	Never
   Public scope	Confidential

5. Click  Save on the toolbar.

To disable the ability to create confidential requests, complete each of the following tasks:

1. From the main menu, select Administration > Configuration > Studio.

2. Select Offering in the drop-down list at the top of the page.

3. Click the Processes and Rules tab.

4. Select Offering in the left pane.

5. In the Rendering forms section, add the following rule:

   

6. Click Save.

7. Select Request in the drop-down list at the top of the page.

8. Click the Processes and Rules tab.

9. Select Request in the left pane.

10. In the Rendering forms section, add the following rule:

    

11. Click Save.