Granular Delegation in EC Pro - Delegate's view of a Lifecycle Event case

[Jesse Jones]

Hello all,

in my PDI on Rome, I have updated EC Pro to its latest version and activated Granular Delegation. I am also using HRSD and HR Lifecycle Events.

I have set up a pair of Granular Delegation rules that grant "assignment" delegation to the HR Task table, and "assignment" delegation for the HR Lifecycle Event table.

I then kicked off a Lifecycle Event case for a manager with an active delegate under both rules, impersonated the delegate, then navigated to Employee Center. As the delegate, I am able to view all of the manager's assigned LE tasks under the "My Tasks" widget in the header and the "My Active Items" widget in the body of the page. 

However, what I do not see is the parent Lifecycle Event case. As the manger, the LE case appears in both "My Requests" in the header and under "Requests" in "My Active Items". When I click through and open the specific case, I can see the case details and the "Timeline" widget, which lets me hop through the different phases of the LE case.

As the delegate, the LE case does not appear at all, so I can't see the case details. I can technically click on one of the cases, then click onto the case number to open a view of the case, but there are a couple of issues. First, this view is not the same as the manager's - it doesn't show the timeline widget. Second, this is not an intuitive experience for a delegate trying to navigate into view the case details.

I've attached two screenshots comparing the manager vs the delegate view.

I will also add that our business issue here is that we have many delegates today who perform centralized onboarding duties for multiple managers and often have multiple LE cases assigned at any given time. This means that "My Tasks" can be filled with dozens, if not hundreds, of onboarding to-dos. The delegate should be able to access the view of the LE case for one particular employee so that they can manage tasks for that particular employee all together in a manageable view, one case/employee at a time. It's also important that they be able to locate the case in My Requests at a later time after it's complete to review historical information.

So I have two questions:

1. Using granular delegation, how can I get the Lifecycle Event case to be considered as a "My Request" for the delegate, so that it appears and is accessible through the My Requests widgets?

2. How can I get the delegate to access a view of the Lifecycle Event case that matches the manager experience (the timeline widget, etc.)

Thanks!

[Community Alums]

HI @Jesse Jones ,

Even if you setup the Granular Delegation, the delegated person should have the proper roles to do that particular activity.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Community Alums]

When impersonating as the delegate, on the esc, click on 'tasks', highlight the delegated task and then there is a link to get to the HR Case.

[rcooley · Accepted solution]

Hi Jesse,

Thanks for your question. Unfortunately, granular delegation doesn’t support the delegation of cases as the ‘opened for’ like in the example you gave with the manager and the lifecycle event case. In this scenario, it’s not actually the HR case that’s being delegated, it’s the child tasks. When a child task is delegated, access is given to the delegate to view the parent record such that they can complete the task that has been delegated to them, but not the whole case.

This type of ‘opened for’ delegation is something we’re considering for a future release.

[Jesse Jones]

Thanks for the reply. I'm hoping this makes it onto the roadmap for Granular Delegation because it's an important aspect of the experience for us and we'd like to avoid customizations.

Thanks again.