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‎09-25-2014 09:21 AM
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?
Solved! Go to Solution.
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‎09-29-2014 08:36 AM
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>
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‎09-25-2014 10:29 AM
silly question but does she get other emails?? If you open a record click the mail icon and put in her userid in the to field so it resolves her name... does she get those?
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‎09-25-2014 10:39 AM
Yep she gets other emails.
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‎09-25-2014 10:42 AM
i have never set an itil user as my delegate so can't say i have tested that but seems odd that it wouldn't work...
when you look in the sent items in Service First is she listed on the recipients?
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‎09-25-2014 12:31 PM
The delegate emails don't show in the email logs that they were sent. I have went ahead and submitted a ticket in HI.
