Submitting a service request on behalf of someone else

Two settings have to be on before anyone can do this, and the first one exposes every user in your account across all brands.

Two settings have to be on before anyone can submit a request for somebody else, and the first one carries a consequence worth reading before you enable it: it exposes every user in your account, across all brands.

Turn it on

1. In Help center settings, under Service catalog, select Allow end users to submit items for others. Selecting it confirms that you take responsibility for this change in access.
2. Open each service that should offer it and select Request on Behalf. This option is only available once the setting above is on.
3. Submit a test request for a colleague and check where the notifications land.

It is deliberately two settings. The account-wide one makes the capability possible; the per-service one decides where it appears, so a service that should never be requested for somebody else does not offer it.

What the first setting does

It exposes all account users across all brands. In an employee service account, where every end user is an internal colleague, that is the intended behaviour and the reason the feature exists.

Where your account also holds external customers, think it through before selecting it, because the exposure is not limited to the brand you are configuring.

What happens on submission

That combination is the whole point: the request belongs to the person it is for, and the person who raised it can still follow it.

Why the requester field decides everything

Notifications, the portal view and the person's own request history all follow the requester. Submit under your own name instead and the colleague it is for cannot see it, is not told when it progresses, and asks you instead.

It does not cover somebody without an account

The requester is chosen from the users in your account, so a new starter who has no account yet cannot be selected. For that case, raise the request under a person who does exist and name the new colleague in the service's own fields, so the fulfilling team has something to work with when the account appears.

Approvals still apply

Requesting on behalf of somebody is not approving on their behalf. Where a service needs sign-off it needs the same sign-off, and a manager submitting their own team's request is not automatically that.

See also

• The customer portal: where customers track their requests
• Converting an existing ticket into a service request
• Building an employee service catalog