Hi! I'm curious about the designed usage for the on behalf of field for technicians.

I'm aware that technicians can't use that field, and it is only visible when completed by a requester.

Our requesters don't have access to update their tickets.

If they put the wrong user in the on behalf of field, how is it to be corrected?

We are working on some functionality to pull information from other systems about the user requesting access.  If the on behalf of field is populated, it's the field that should be used to look up that data.  

In that case, the data would be pulled for the wrong user.  As a technician, we can't correct the on behalf of user, and the user shouldn't be able to edit tickets.  

My only conclusion is that the ticket would have to be closed and the user resubmit properly.  Is there another way to handle this?

Thanks!

Joanna