Delegate isn't receiving emails

[Allison3]

I have set up a delegate for myself but the delegate isn't receiving any of the emails I get.

I followed the instructions here: Role Delegation - ServiceNow Wiki

Verified the user is an active user. All 4 options are selected. I am a System Admin and she has an ITIL role. Not sure if this plays into it at all but I didn't find any documentation on it.

Any reason as to why she isn't getting the emails or assignments?

[Allison3 · Accepted solution]

After opening a ticket in HI, ServiceNow advised this is a known issue in Dublin.

A workaround that you may take is that in the email notification, please go ahead and add the following mail script to the message:

Add this mailscript to the email notification.The script looks up the members of the assignment group, looks at each member's user record to see if they have a delegate active and if that delegate has notifications enabled and then adds the delegate's email address to the "cc" field.

<mail_script>

var grp = new GlideRecord('sys_user_grmember'); 
// lookup the members of the group
grp.addQuery('group',current.assignment_group); 
grp.query(); 
while (grp.next()) { 
// see if the user has a delegate assigned at this time 
   var delegate = new GlideRecord('sys_user_delegate'); 
   delegate.addQuery('user',grp.user); 
   delegate.addQuery('starts','<=',gs.nowNoTZ());
   delegate.addQuery('ends','>=',gs.nowNoTZ()); 
   delegate.query(); 
   while (delegate.next()) { 
// get the email address of the delegate if they have notification enabled
       var usr = new GlideRecord('sys_user'); 
       usr.addQuery('sys_id',delegate.delegate); 
       usr.addQuery('notification','2'); 
       usr.query();
       while (usr.next()) { 
// add the delegate's email to the "cc" list
           email.addAddress("cc", usr.email,usr.name);
       } 
   }
}
</mail_script>

[salvadormarchan]

Hi Allison,

Is your scenario apply to email notification only? Or does it involve approvals and/or task as well?

Thanks,

Dor

[Allison3]

It was applying for all emails in ServiceNow that were sent to me, notifications/tasks. We don't currently use approvals.

[mrcarter]

Would really appreciate some help on delegates and email notifications please.   We have found a security loophole on our instance whereby if a user requests a password reset and they have delegates setup on the self service portal, the password reset is sent to their delegates as well.   Can anyone advise.   I thought by removing email from the who is this sent to and ticking the send to creator might do it but this just meant to no email was sent.

[Allison3]

Hey Damian, We have since upgraded to Eureka. We also don't do password resets through ServiceNow so unfortunately I don't think I can provide much insight. I would suggest opening a ticket through HI. They will be able to tell you if this is working as designed or if there is an underlying issue.