Standards or best practices for requesting on behalf of others

KristinaB · ‎08-24-2017

Hi there,

What is your standard for allowing the business to request items via the portal. Can they request for themselves only or for others as well? How are you leveraging user criteria to request on behalf of others on the Service Portal.

We've been using SN for 5+ years now and with the implementation of the Service Portal, we have come across some challenges where we want to allow our business users the ability to request on behalf of others

We've set User Criteria on items to allow access to certain items to certain groups of people i.e. executives have access to request a specific laptop but if you're not an executive, you won't see that item in the catalog

We have set catalog UI policies for displaying some VSETs based on the name of the requested for person in the cart therefore the requested for needs to be identified prior to selecting an item. 2 step check doesn't work for this because the requester is identified at the end of the process

So how are you dealing with this users requesting on behalf of others?

TIA

Uncle Rob · ‎08-24-2017

I use User Criteria to ensure that Catalog and Knowledge can only be consumed by appropriate parties. There shouldn't be a business case where a person requesting X on behalf of another while the requestor does not have access to X.

Here's what I've done in the past, with pretty good success.

All Catalog Items display a variable called "Requested For", which defaults to the logged in user. The user changes the field if they're requesting for someone else. I then add the opened_by (physical requestor) to the watch list. I've also made this optional by having an "add me to watch list" checkbox appear if they change the "requested for" variable.

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Chris Sanford1 · ‎02-01-2019

That would help, but it would be difficult to enforce requiring all the technicians to use the search feature. For calls, if the technician selects Request as a call type it still lets them enter whatever they want as the request item. For incidents, if they click 'Additional Options' -> 'Create Request', it will redirect the technician to the service catalog, and still let them choose whatever they want.

gauravbhandari · ‎02-03-2019

Hi All,

Even i am looking for a solution where we can control the of catalog items visibility based on the 'requester for'. What my understanding is user criteria works on logged in user and in our case, we have service desk agents who have access to all catalog items but they are mistakenly ordering the items for those they shouldn't be.

User criteria works perfectly fine when user raising for himself but when someone else is raising for others then how to control the visiblity of catalog items based on 'requester For'.

Currently i have written onload script to check the access, if true allows otherwise redirect user to service catalog home page. Since each catalog item has different conditions i need some generic solution to control this.

Any suggestion would be appreciated.

Chris Sanford1 · ‎02-05-2019

Glad to know I'm not the only one having this problem. I really wish there was an out of box way to handle this as it seems like it would be a common use case. onLoad client script sounds like an interesting way to do this.