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Use > Run > Service Request Management > Service Request Management procedures > Request on behalf

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

On 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.

On 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.

By 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.

Universal request on behalf

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

To configure universal request:

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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