6 Replies Latest reply on Apr 2, 2019 11:27 AM by Michelle Lucero

    Disable 'on behalf of' for an SRD

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      This question has been asked before on this forum and its still unanswered. So I'm bringing it up again!

       

      Is there a way to suppress an SRD from appearing in the catalog when 'On behalf of' is chosen? In my case, we have a 'Reset password' SRD that users should not be able to submit on behalf of somebody.

       

      I've included the old thread below:

       

      'on behalf of' and e-signature

       

      Thank you for your help!

      Ram

        • 1. Re: Disable 'on behalf of' for an SRD
          Tauf Chowdhury

          Ram,

          This isn't as elegant as hiding the service but you could always build customization to have a rule where if that type of request is submitted and the $user$ != Customer Login ID, then it cancels the request or even blocks the request from being created in SRM:Request.

          That way, you don't have to worry about visibility but it's more like using a filter to enforce a business rule.

          -Tauf

          2 of 2 people found this helpful
          • 2. Re: Disable 'on behalf of' for an SRD

            Thank you Tauf. I was looking for a way to hide it in the Service Catalog. I guess its not possible.

            • 3. Re: Disable 'on behalf of' for an SRD

              Ram,

               

              You can create Entitlement Rule with the following information in Advanced qualification:

               

              '4' =$2$ and '4' =$5$ (Being ‘4’ People field and $2$/$5$ ENT:Enttitlement Generate QUAL/CACHE)

               

              this qualification is because when a User access to SRM:Console the system creates an entry in ENT:Enttitlement Generate QUAL/CACHE that review all the entitlements that can apply to the user and will build  the visibility rules and caching for the next sessions; using in the advanced qualification for the  fields Entitlement Submitter ($2$) and field Last Modified ($5$). If both fields contains the same value that means that is not a OBO Request.

               

              NOTE: There are a potential problem, is that you have to ensure that in creation of a entry in ENT:Enttitlement Generate QUAL/CACHE the submitter is the customer and not someone On Behalf Of, you can do this modifying the filter SRS:SRK:ENT_SetEntitlement10_SetENTQUAL`!.

               

              This is very restrictive and means that nobody could request a SRD of anyone. Would be necessary that think what would do in particular cases for example: in case of a secretary that needs reset the password of her boss.

               

              I tested and it works.

               

              I hope this helps.

              Regards,

              Guillermo

              • 4. Re: Disable 'on behalf of' for an SRD

                Wow that's an amazing solution Guillermo! However we need the 'On behalf of' feature for other requests.

                • 5. Re: Disable 'on behalf of' for an SRD

                  No, I have reread and  I explained bad in the post, sorry.

                   

                  What I want mean is that:

                  This is very restrictive and means that nobody could request this SRD on behalf of anyone.

                  you can request others SRD On Behalf other people, the entitlement only applies to the SRD that you wants.

                   

                   

                  I have tested and I can see 3 SRD in  the console in my name ,but if I select "On Behalf Of" I can't see the SRD that have the entitlement rule mentioned above

                   

                  Regards,

                  Guillermo

                  2 of 2 people found this helpful
                  • 6. Re: Disable 'on behalf of' for an SRD
                    Michelle Lucero

                    Thank you for asking this question.  Thank you Guillermo Rubio Blanco for providing the workaround.

                     

                    It would still be nice if BMC could provide this as an attribute per SRD; whether that offering is available in SRM or in Digital Workplace.

                     

                    Does anyone know if this is available in any of the 19.xx versions of SRM or Digital Workplace?