Is there a way to hide the "requestor" field for service catalogue requests?

 I ask because in my case users are able to submit requests on behalf of other users, when this happens and the request needs to have manager approval, the approval will go to the one who is requesting on behalf of the person rather than the other person's manager.

  • Hi  , 

    While it's not possible to hide the requester in service catalog or incidents, you can disable the "Request on Behalf Of" functionality if users are creating requests for others. This prevents users from submitting requests.

    Here's how to disable it:

    1. Go to Setup.
    2. Navigate to Global Settings.
    3. Select Service Portal.
    4. Locate the option for "incident on behalf of other users" and disable it. Refer below image.

  • Hi Chazz, 

    Thanks for your response! Unfortunately I'd like to keep that option open as we have office admins and managers submitting service requests on behalf of new hires.. 

    Here is an example of one of our forms:

    Besides turning off the option to allow users to submit on behalf of others do you know of any workaround to have the generated ticket update approvals for the "Who will this software be assigned to" user?

    Let me know,


  • The only work around I can think of is creating a service catolog form/item that is department specific and then create a user group that is specific to each department (includes managers/approvers from that department). Then for each separate catolog form, make it department specific for the title, something like "HR New Hire Equipment Request" or whatever your ticket is for. Then make the required approver the department group that you created. Then whoever is in that group can approve it. Honestly, that sounds like a lot of work as I don't know how many departments your business has, but that is the only work around I can see. If I am understanding you correctly, the individual submitting the ticket changed the Requester to the person they are submitting it on behalf of? It is strange that it wouldn't default to that person listed as the requester and defaults to the person who actually submitted it.

  • Howdy  !

    I want to clarify something...

    You said that the approval will go to the one who is requesting on behalf of, rather than the one who needs the software. That is only true if the person submitting is not replacing their own name as the requester. Since this is the case, it sounds like this could simply be a training opportunity and to make the form more intuitive. 

    In the Description, you could clearly state that "If you are submitting this on behalf of another, please replace their name in the requester field.". This would also remove a duplicate field "Who will this software be assigned to?" (which appears to be a free-text field)

    Alternatively, we've recently introduced features to stop/restart a process. This means you can modify the entries and restart the process, issuing the approvals to the correct managers.

  •   Here's the information provided by SolarWinds that goes over the Teams integration. Teams Integration Documentation That might help for training user when they are submitting a ticket on behalf of someone else.