Why I don't see the approval going to delegate or even the notification email

[Community Alums]

Hi, 

I am working on delegating. I have a user, Narmada. I have assigned another user a delegate, Suman. I checked on 'Assignments' and 'Approvals'. Now, when I create an Incident for approval of Narmada, it is still showing as 'Assigned to' to Narmada, also under Emails, it is sending an email to Narmada. Why is it that 'Assigned to' is not going to Suman, and emails also going to Narmada and not Suman? why is that? Kindly help.

Regards

Suman P.

[Arpan Baishya]

Hi @Community Alums,

As far as I know, in the absence of a user, their delegate(s) do not get assigned directly to their work items. However, the delegate does see their own work items and those of the user who is away on leave. In order to see that, they need to navigate to Service Desk > My Work.

Coming to the issue of not receiving the email, could you please check if that notification has the Exclude Delegates checkbox (under Who will Receive) set to true? If that's the case, then you need to uncheck it and test if that makes the difference.

[Community Alums · Accepted solution]

Hi @Community Alums ,

The Assigned to field will not be updated by the delegate, as delegate is not meant for that.

Basically delegation means if something is assigned to a person and he is on leave and has a delegate during the duration he can act as an assignee or approver and he gets option to approve and also will receive emails for assignment.

If Suman is not getting emails, ensure the users profile is active and also check if the notification device is present for the user to send the email on the dedicated email of Suman. Have you validated the same in your customer instance or its only on PDI?

Also to read more on delegate please follow the below article-

https://www.servicenow.com/community/itsm-articles/delegates-in-servicenow/ta-p/2600517

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Thanks & Regards,

Sanjay Kumar