set delegate to get approval emails

[Brian Lancaster]

I setup a delegate for a manager who is out of the office.   I have noticed that the delegate is not getting the notifications.   Is there a way to set up the notification to send the email to the delegate as well?

[Eric Jensema]

At the risk of resurrecting this old thread, I ran into this issue myself today and came up with a fix. The way I'm handling it is with a mail_script. It doesn't exactly match the notification delegation as this will CC the delegate instead of adding to the recipients, but it works for my case. It will even filter out people that already have notifications delegated, so you shouldn't run into any issues with the user in both the To: and CC: fields.

The script is:

(function runMailScript(current, template, email, email_action, event) {

    var approverID = current.getValue('approver');
    var delegateRecords = new GlideRecord('sys_user_delegate');
    var querystring = "starts<=javascript&colon;gs.endOfToday()^ends>javascript&colon;gs.endOfToday()^approvals=true^notifications=false^user=" + approverID;

    delegateRecords.addEncodedQuery(querystring);
    delegateRecords.query();

    while (delegateRecords.next()) {
        if (!gs.nil(delegateRecords.delegate.email + '')) {
            email.addAddress('cc', delegateRecords.delegate.email + '');
        }
    }
})(current, template, email, email_action, event);

Then just add the proper ${mail_script:yourScriptName} to your email template, and you're done!

[Brian Lancaster]

This should not be necessary. If I remember correctly I setup the delegate with the proper dates but uncheck all checkboxes except approval. It seems that you have to leave all notifications check in order for any notification to go out to the delegate. Its bad naming on ServiceNow's part as far as I'm concerned. It technically mean send notification what what is check off in the delegation. Not that they will get all the notification that the user would normally get which is what it sound like. Example below. In read is what can be delegated. Depending on what is check If you don't check all notifications no notifications will go out. So if you check approvals and want the notifications to go out you must check all notification. Typically my users check approvals and all notifications and uncheck everything else.

[Jesse Jones]

"It technically mean send notification what what is check off in the delegation. Not that they will get all the notification that the user would normally get which is what it sound like. "

Hi Brian. I am researching this topic and my testing evidence shows the opposite. What I am seeing is that if you create a new legacy Delegation record with "All notifications" checked, then it will begin including the delegate on *ALL* notifications to the delegator, NOT just those notifications related to approvals and assignments.

Here is a delegation record I set up:

I then created an HR Case (a record totally unrelated to approvals) with the delegator associated but no connection to the delegate.

The delegate was CC'd on the delegator's email:

This is obviously a huge security issue if your organization is using the HR module. A manager sets up a delegation to help with stuff like computer software requests. They would never expect this to result in exposing the delegate to private HR case-related emails. The manager could have created that case to report a misconduct issue about the delegate, for example.

So if your organization is at all concerned about security, you should never allow users to select "All notifications" when creating legacy delegation records. If you want the delegate to receive a notice, you'll either have to write some kind of mail script (there are other community threads on this topic) or migrate to the updated Granular Delegation product and stop using legacy delegations (which you should do for many reasons other than just this notification topic).