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Offering Audience Set to Service Desk, but Unable to Submit Requests on Behalf of Other Users

Mahes G

The Service Desk team should have access to the offering on both the portal and Agent UI. However, they should also be able to submit requests on behalf of other users. Currently, if we set the audience to the Service Desk team, they are unable to raise requests for other users. How can we achieve this functionality? 

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    Hi,

    There is a business rule in the Request -> Request part that blocks this, you will need to add a condition so your service desk team can do the request on behalf:



    For example we check if it is done by the manager of the user:

    If ${entity.RequestedForPerson.Id != entity.RequestedByPerson.Id}
    Validate
    ${entity.RequestedForPerson.Manager.Id==entity.RequestedByPerson.Id}

    But you can also check on role or something else.

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  • 0

    Hi,

    There is a business rule in the Request -> Request part that blocks this, you will need to add a condition so your service desk team can do the request on behalf:



    For example we check if it is done by the manager of the user:

    If ${entity.RequestedForPerson.Id != entity.RequestedByPerson.Id}
    Validate
    ${entity.RequestedForPerson.Manager.Id==entity.RequestedByPerson.Id}

    But you can also check on role or something else.

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