Create Request On Behalf Of:

Roman_Nepomniashchii

Roman_Nepomniashchii Customer IT Monkey ✭

August 2018 in General Discussion

Is it possible to add multiple affected users for a one request? For example, I want to create a request for ordering new chairs for 7 people in my room and I want all of them could see the request in a table of their requests and also receive all regarding notifications and etc. So, is it possible to create request on behalf of few people and then to have a relation 1 to many - request to affected users?

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Answers

Gerhard_Goossens Customer Advanced IT Monkey ✭✭✭

August 2018

There is two relationships that you can use. Affected User and Requested By User. But according to ITIL each request should have its own request or incident ticket.

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Adam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

August 2018

I think the way this will need to be accomplished is with a runbook and query results targeting the User class.

When the request is submitted, a runbook would then create an SR for each related User of the same template type. Since it's the same template, it would follow the same activity flow and thus the runbook on an individual SR for a single User would simply run but no longer invoke multiple templates.

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