Submitting a Request on Behalf of a Customer

You can create a request on behalf of an external customer and create a relationship between the customer and the request.

When a Service Desk Analyst creates a service request, they can designate the external customer in the Created By field.

Submitting a Request on Behalf of an External Customer (As A Service Desk Analyst)

The customer must exist as an external contact and appear in the contact list. The external customer might communicate the issue to the Service Desk Analyst by email, phone, fax, walk-in, or other means.

While logged in as Service Desk Analyst, open the Incident workspace. A list of incidents appears.

From the Grid Toolbar, click New Incident. A blank incident form appears.

Within the Customer field, start typing the name of the customer. A list of matching customer names appears. Select a customer from the list.

In this example, we typed John, then chose Katherine Joseph from the list.

The Email and Phone field information is automatically generated.

In the Reported by field, you can enter your name or the name of another customer.

In this example, we entered John Davis from the list of contacts.

Enter other information as needed. Required information is indicated by a red asterisk (*).

Note that the Owner field automatically shows your logged in ID. You can change this entry if your role has permissions granted by the administrator.

Click Save.

The object is now linked to the customer. When viewing the customer records, you can see the list of related objects.

Viewing the Related Objects for a Customer

Open the External Contact workspace. A list of contacts appears.

Double-click the customer to view. The customer information appears.

From the bottom of the window, select the Incident tab. A list of related incidents appears.

In this example, we opened the record for Katherine Smith and found the incident that we created for her.