Seeking Advice on Delegation for Verification Letter Requests

[Kohei Tominaga1]

Hi ServiceNow Community,

We're migrating various application requests from a legacy system to ServiceNow, starting with verification letter.
Our legacy system has a delegation feature where users (e.g., those with disabilities or on leave) can designate delegates to initiate requests on their behalf.

Initially, we considered using Record Producers and having users input the "Subject Person." However, we're concerned about the risk of incorrect or malicious submissions potentially exposing personal information to unauthorized employees.

Does ServiceNow's Granular Delegation feature offer a similar capability – allowing authorized delegates to submit requests as the person they are delegating for?

Any insights or alternative solutions are welcome!

Thanks in advance.

[Ondrej Bernat · Accepted solution]

Hi,

my idea is that you could use Subject Person reference field and mitigate the risk of incorrect submissions by allowing (filtering) only users that currently have the requestor as their delegate. That way, requestor can always choose only from correct users.
I think this is the simplest and most straightforward solution.
From UI perspective, you can have both read-only Requested for and hidden Subject Person fields always set to logged-in user and have another select box Requesting for with two choices: Myself or Somebody else. When Somebody else is selected, make Subject Person field visible and editable with prefiltered choices as discussed above.
By using this approach, you will have Subject Person field always filled in with the user for whom the service was requested and in Requested for you will always have the visibility into who actually requested it.

If my response helped, please mark it as correct.

Best regards,
Ondrej Bernat

[Kohei Tominaga1]

Thanks for your idea!
I have to confirm that will work but it seems a good idea!