Is the Delegate functionality in HR Profile, carry across modules?

[Margo Halverson]

In the HR Profile an employee can identify a delegate.  Does this functionality cross platforms, i.e. to ITSM where the delegate would also be applied?

[trishjohnson]

Hi @Margo Halverson ,

This has come up for us very recently.  The Global Delegation applies to all the apps (ITSM, HR, etc.).  If you delegate an approver, they will get ALL approvals. If notifications, same...  So the use case to be careful with here is the following: 

I delegate someone for all my ITSM work while I'm on Leave of Absence. I check Approvals, Tasks, and Notifications. While I'm out, I put in a LOA inquiry or maybe a Benefits Inquiry through the HR Portal.  Now since John Smith (my delegate) is getting all the IT notifications, they suddenly are getting all the notifications about my inquiries into HR related cases as well. 

I've spoken to some HR Product Owners about this and believe that it is #1 priority for the HR App to change the global delegation to more like Notification Preferences.  So you can delegate by applications.  However, this is a huge global change to the platform so I imagine will take a bit of time. 

In the meantime, we've disabled the ability to delegate notifications and are only allowing Approvals and Tasks.  It's not ideal but there are huge privacy concerns being expressed by HR, so this was the bandaid fix will SN can come out with the Delegation Change. 

As for where a person does this, it's not in the HR Profile, but you can put Delegation out on the Portal and let users toggle there. 

[Margo Halverson]

Thank Trish. 

FYI -  I had received previously this link that talks about the delegation functionality that is done through the profile but from other responses it looks like it may be more broad - not just HR activities specific....??

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/use/employee-self-service/task/t...

I was able to access and assign a delegate in my dev instance.

[Christian Prob2]

Hi @Margo Halverson   - as previous posters have mentioned, the ootb delegate module is system-wide, definitively affecting ITSM and from there I know it's all in-all out, so you can't really define a limited scope other than all approvals, or all notification, or all invites, or access to all tickets (i believe it was those 4).

That said, HR has unique access controls (ACLs) for the HR roles, so I wouldn't be surprised if in an HR context there are other restrictions. I would definitively test that very well.

In my current context, we need a much more detailed approach so we are in the process of building out something custom, so delegation can be limited by the type of activity and departments, etc.

Hope that helps,

Christian

Happy for a 'helpful' or 'correct' tick if warranted 🙂