How do you handle on behalf of?

[bburdick]

We have a business case where in situations a user may call and request work to be done on behalf of someone else.

For instance an admin assistant calls the Service Desk to have a ticket/task be created for their administrator to get a workstation moved. We need to capture that the Service Desk agent opened the ticket, but the request was made by the admin assistant and was made for their administrator.

For now what I have done is created a new field on the request table of "requested by". When users see our forms they will see the requested for and requested by. I have them auto fill based on who is logged into the Service Now making the request.

This looks a bit awkward. It is similar to how we have our Incident form set up where we have the Caller and then if they are calling "On Behalf Of" someone else.

Any suggestions or comments on how you may approach this issue?

[michael_perkins]

That's an elegant solution Jason. I've asked our development group to make a similar change. Thank you.

[jfranche]

Circling back to this older post.   At our firm is is very common for an admin assistant to call in a ticket for an executive.   What are the standard 3 fields that should be used?  Are there Out of the Box fields for these, such as?

Opened by            THE HELPDESK AGENT THAT TOOK THE CALL

Requested by       THE SECRETARY THAT IS CALLING IT IN

Requested for       THE EXECUTIVE