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Remedyforce Service Desk
Remedyforce Spring 11
In the RF Help Searching for "Creating Client Records" Step 13 explains how on behalf of works. See below for explanation and additional information:
In the Details section of the client form Enter the following information:
Account-Select the account of the client.
Role - Select the appropriate role for the client.
The following roles are provided:
Customer Executive: A client with this role is at the highest level in the role hierarchy. This role enables you to view the incidents that you create and those that users with Customer Manager and Customer Users roles under you in the same account create. You can update and close incidents on behalf of the users at levels below you.
Customer Manager: A client with this role is at a level under the user with customer executive role and above the users with Customer User role in the same account. This role enables you to view the incidents that you create and those that users with Customer User role in the same account create. You can update and close incidents on behalf of the users at the level below you.
Customer User: A client with this role is at the lowest level in the role hierarchy. This role enables you to view only the incidents that you create.
NOTE: When you create a client for the first time for an account, role is not displayed. If there is no user in the selected account, the client is assigned the Customer User role by default. You can edit the client details to update the role.
So the way this plays out...
When a Client logs into SSHD to submit and Incident whose account role is Executive or Manager the upper righthand corner of the form will have a field On Behalf of... The user can click the drop down and select any client who is lower in the account hierarchy than themselves.
The opened by field is not available to the field sets to be added to the form, but who opened the Incident does show up in the Supporting Information History with and activity called Incident Opened From Self Service By
NOTE: You can create a ticket or service request for yourself and other users below you in the Role Hierarchy. However, you cannot create a ticket for Customer Portal Licence users and not even for the users in the same level in Role Hierarchy.