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Creating a Ticket as another user from the self-service portal RRS feed

  • Question

  • Is it possible to setup the SCSM self service portal so users are able to submit tickets as another user? I know you can setup an on behalf with in the template so you can do it in the console. We have admins at our company that submit tickets for other users all the time. This is an issue because we want to enable the system to auto add managers to the RA activity but if we do this then the users who submit tickets for other people their managers would be auto populated and we would have to do cleanup on these tickets every time one comes in.

    Thank you in advance,

    Zach

    Friday, October 11, 2019 4:18 PM

Answers

All replies

  • Hi Zach,

    are you using the SCSM HTML Portal (not a 3rd party)?

    Regards,


    (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Friday, October 11, 2019 5:13 PM
  • Hi Stoyan,

    I am using the SCSM HTML out of box portal. My company does not want to invest into any third party companies.

    Thank You,

    Zach

    Friday, October 11, 2019 6:03 PM
  • As far as I know this is not possible by default with the built-in SCSM HTML Portal.

    There is a solution described for Incidents here: 

    How to Raise an Incident on Behalf of a different person in the portal, using System Center 2012 Service Manager and Orchestrator

    Even it's the old sharepoint-based SCSM Portal, the process with the SCORCH Runbook is the same.

    If you are working with review activities and "dynamic" Reviewers you have to do this with the Runbook in SCORCH as well.  


    Andreas Baumgarten

    Saturday, October 12, 2019 7:12 AM
  • Agree with Andreas here, that is why I asked. The only cost-effective way (without purchasing new front end solution) would be to use SCOrch. 

    Regards,


    (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Tuesday, October 15, 2019 7:08 AM
  • Hey Zach,

    Have you considered looking at the Free Cireson Self Service Portal, as we have added in a setting to enable create on behalf of for Workitems.

    https://cireson.com/products/free-community-apps/analyst-portal-community-free/

     

    If you would like more info on this please reach out ot me and I can setup a call.

     

    Regards

    James

    Wednesday, October 16, 2019 3:49 PM
  • Hi Zach,

    I didn't know that the Cireson Self Service Portal now offers this option, but now that James has confirmed this, I would really recommend you testing and installing it. It is much, much better then the SCSM HTML portal and pof course - it is free...

    Regards,


    (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!) Blog: https://blog.pohn.ch/ Twitter: @StoyanChalakov

    Thursday, October 17, 2019 8:09 AM