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.

Hi Mahes,

When considering raising on behalf of it really comes down to where the Service Desk agent is doing the work. As they have access to the Service Request module, they don't have to use the Service Portal. The Agent can create the request directly in the Service Request module and set the appropriate Requested by and Requested for fields to the user they're requesting on behalf as. There is also the Live Support functionality in the service Request Module also.

If you use Entitlement Rules by setting the Audience of an Offering these are only for how the Offerings can be accessed within the Service Portal. So if you set the Audience to the Service Desk group, only people in that Group will have access to the Offering. Is this really what you are looking to do? Or do you want other groups to access to the Offering but just have Service Desk agents that can also create requests on behalf of other users.

Here is a bit more information about Entitlement Rules:

https://docs.microfocus.com/doc/SMAX/24.3/AddEditERules

If you want someone to raise a request on behalf of someone else from the Portal then the following information is worth looking at:

docs.microfocus.com/.../RequestOnBehalf

docs.microfocus.com/.../SPUsersRequestOnBehalf

Normally the idea of Requesting on behalf of is for a certain individual like an assistant requesting for a Manager. So the fact that you want a large group like Service Desk to be able to Request for any User would potentially mean having to do the following:

https://docs.microfocus.com/doc/SMAX/24.3/RequestOnBehalf#Universal_request_on_behalf

In the example in the Doc no condition is supplied so you would potentially open up the Request on behalf of to all Portal users to be able to request on behalf of.

Thanks Dave Heckford  for your prompt response.

we have enabled Universal request on behalf in rules and this is working fine.

The requirement is that there are two offerings—Employee Onboarding and Offboarding. These offerings should only be accessible to the HR team (who prefer using the Self-Service Portal to raise requests) and the Service Desk team. Both teams should be able to submit onboarding or offboarding requests for any employee in the organization. No other teams or users should have access to raise these 'Employee Onboarding and Offboarding' requests

Take a look at the concept of "Confidential requests", I think it can address your use case:

https://docs.microfocus.com/doc/SMAX/24.4/ConfidentialRequests

Best regards,

Brindusa

Wouldn't the combination of "Audience" and "Entitlement Rules" address the visibility/accessibility of these service offerings?

docs.microfocus.com/.../AddEditERules

See also:

docs.microfocus.com/.../RequestOnBehalf

"Audience" and "Entitlement Rules" refer to the same concept, so it's not a combination of two topics.

The Audience concept refers to what a user can see in the portal either directly or when requesting on behalf of someone. The use case here is a bit more specific, as the ask is for a user who is the "Requested for" not to see the offering. That's why the suggestion to check the confidential requests capability.