Test the Submit On Behalf Of Functionality
Test the functionality of the Submit On Behalf Of mApp® Solution from the CSM Portal, CSM Desktop Client, or Browser Client.
From the CSM Portal
To test the Submit On Behalf Of functionality from the Customer Portal:
- Log in to the Customer Portal.
- Create a new Incident or Service Request.
- The
Submit on behalf of another user check box
should be visible on the Form.
- If you select the
Submit on behalf of another user check
box, the text for this Field changes to
Submitted on behalf of. The following Fields become
visible and both Fields are required to save the Incident:
- Submit on behalf of (Customer)
- Email Notifications
- When the Submit on behalf of (Customer) Field is populated, the text for the check box changes to: Submitted on behalf of Customer Name (the Customer's name automatically populates in the text).
- If you select the
Submit on behalf of another user check
box, the text for this Field changes to
Submitted on behalf of. The following Fields become
visible and both Fields are required to save the Incident:
- Fill in the remaining required Fields and submit the Incident or Service Request.
- The Requester and Customer should now see the following text string
(below the Detailed Description) when viewing or editing the Incident or
Service Request:
Submitted by Requester Name on behalf of Customer Name.
From the CSM Desktop Client or Browser Client
To test the Submit On Behalf Of functionality from the CSM Desktop Client or Browser Client:
- Log in to the CSM Desktop Client or Browser Client.
- View the Incident or Service Request you just submitted through the Customer Portal.
- If you set the Email Notifications to Requester or Customer and
Requester, you should see the requester name and email in the Default Form
(this is true if you used the Default Form within the
mApp Solution).
- Select the Requester name to remove or change the requester.
- Select the Requester email to open a follow-up email to the requester.
- If you added the Requester Field to your Form manually, you should see the requester in the Field.
- If you added a text link to the Form, the link should read Remove/Change Requester.
- If you added a Submit On Behalf Of button, it should be visible at all times on the Form.
- If you added a text link in addition to the button, selecting the
button or the text link adds a requester (or removes/changes the requester).
- If a requester is already set for the Incident, the text link
reads
Remove/Change Requester.
- When selecting the button or text link, you should see a
dialog box asking if you would like to remove or change the requester.
- Selecting Change Requester allows you to select a new requester and new email notification settings.
- Selecting Remove Requester removes the requester from the Incident.
- When selecting the button or text link, you should see a
dialog box asking if you would like to remove or change the requester.
- If a requester is not set for the Incident, the text link will
read
Add Requester.
- Selecting the button or text link allows you to select a requester and set email notification settings.
- If a requester is already set for the Incident, the text link
reads
Remove/Change Requester.
- If Email Notification are enabled, the settings will determine who
will receive emails about the Incident. The email notification options are:
- Customer
- Customer and Requester
- Requester
This is true for the OOTB email notifications for New Incident Confirmation and Resolved Incident notification.