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Adjust permissions of the "Raise this request on behalf of" field

My requirement is that any service desk user should be able to "Raise this request on behalf of" another user.  Currently only service desk agents can do this.  How do I control the permissions on this field to allow anyone to do it?

4 answers

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Jack Brickey Community Leader Sep 23, 2020

When an agent (requirement) uses Raise a request link in the side bar they are given the option to change the reporter to be the actual customer that is raising the request. This is useful for walk-ups, phone calls, emails, etc. Once the agent creates the issue and selected the appropriate customer then that customer is now the reporter and they will get all notifications and can comment, transition, etc. just as if they had opened the issue themselves via email or portal. Now if one customer wants to open on behalf of another customer they can request in the comments to change the report or they can share the issue w/ the other customer should sharing be enabled.

Good point @Jack Brickey , I guess that may work.

We used a workaround that seems to be working.

We created a custom field called "Affected User" and added it to the forms.   Support is trained to look at that field and not the reporter field.

We also added automation that automatically shares the ticket with the Affected User to make sure they get the notifications and can monitor the ticket in the portal.

Hi @Pete P 

Even if you were able to give "Raise request on behalf of" permission to all users, you still need service-desk-agent license for each user to update those tickets. 

Maybe I am not understanding that correctly.  The "Raise request on behalf of" person ends up as the "reporter".  They should then be able to comment and respond to the ticket that was created by another user for them. 

0 votes
Flavien Gache Community Leader Sep 23, 2020

You need to be an agent of the service desk team to have that field, if i am not mistaken. 

I am afraid of this...   I need this functionality for all users.  

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