What is the difference between the Caller vs On behalf of for an Incident?

[jaalstead]

Hello,

Our help desk agents are struggling how to fill these fields in when someone calls the Help Desk for an issue someone else is having. Example: The CEO's administrative assistant calls in to report an issue for the CEO.

I realize the Help Desk agent is going to be in the Opened By.

BUT, who should go in the Caller field and who should go in the On behalf of field?

Are workflows and notificaitons typically driven/sent based on the Caller or the On behalf of?

I know we have a higher SLA for VIPs, but it is currently set up on both the Caller and On behalf of field so we are covered from an SLA perspective.

Are there any ITIL best practices for filling in these fields?

We may need to change the label to help our HD folks out, but wanted to be sure we didn't encourage them to do something we shouldn't.

Thanks!

[jaalstead]

Sorry I haven't replied to anyone. My emails were getting filtered out. I don't think anyone has addressed my issue yet.

CEO = Bob

CEO Asst = Candy

Help Desk Agent = Dane

Candy calls Help Desk to report an issue for Bob.

Dane answers the call and logs the issue.

Dane is the Opened By, by default.

I'm assuming the Caller is Bob, the CEO.

We have a field called "On behalf of" - would this be Candy?

Looking at the definition, it appears to be a user field = u_on_behalf_of.

So - I'm guessing this is just "meta data" and doesn't provide any OOB logic like the Caller field does.

In our case, Bob would be the Caller so the the VIP SLAs would trigger off of him.

Candy would be the On Behalf Of....I'm thinking we may want to change the label to make more sense.

Thanks everyone for the replies.