.Availability of assigned to user when he is on leave - how we can do in servicenow when support member from Assignment group is on leave

snow34 · ‎03-14-2022

Fernando Koenra · ‎03-14-2022

Hi Snow,

There is out of the box functionality to set up delegates who can handle the Task and/or approvals when the user is on leave.

You can have a look into the following DOCS page to find out more information regarding this topic. 🙂

- Delegate approvals and tasks to another user

Kind regards,
Fernando

snow34 · ‎03-14-2022

If ticket is already assigned to that user and status of the ticket is work in progress then it is going to assigned that ticket to that delegate user ?

snow34 · ‎03-14-2022

does anyone know how to use on-call scheduling for this requirement ?

Fernando Koenra · ‎03-16-2022

Hi Snow,

Delegation is not system retroactive for notifications. (so for example the delegate wouldn't retroactively receive the email notifications that were already sent, only new notifications)

However if the ticket is already assigned to that user does not matter, as during the delegation it will not be reassigned.

Instead; the user to which it was delegated will simply see the task/tickets show up on their queue.

For example;

- An ongoing incident is assigned to Annabelle.
- Annabelle will go on vacation and sets a delegate to me.
- During this period, when I now open My work I will see both my own incident and also the above incident from Annabelle in my queue. (Even though it is still assigned to Annabelle).

Out of the box the 'My work' filter uses;

Assigned to - is - javascript:getMyAssignments()
The getMyAssignments includes records of users where you are the delegate during an activate delegation.

So keep in mind the tasks are not actually reassigned, it's more that they are CC'd in notifications and that their tickets/tasks will show up in delegates queue when the above filter is used.

I hope this clarifies the essence of the delegate functionality.

Kind regards,

Fernando