Delegate approval

[Vamsi kishore1]

Hi

When selecting a delegate to approve requests in ServiceNow, the delegated person's name should appear on the approval page instead of the original user's. will it be possible?

[Jaspal Singh]

Hi Vamsi,

Unfortunately, that is an OOB configuration and if needed will have to be customized. Instead why not create a widget that will show delegated approver details and use that on the approval page.

[TrevorK]

I am not aware of an out of box feature to do this. How delegates works is that the approval record is still assigned to the user it should be, but the permissions/notifications allow for the delegate to be notified and make the approval on their behalf.

However, this would seem like an easy solution to implement if you wanted to change the name on the record. You could write a business rule (before) on the approval table that scans if the approver has any active delegates for approvals, and if so, replace their name with the delegates name. Seems pretty straight forward to do. 

If you went this route, I think you'd want to log a comment explaining what you are doing in the approval record. That way it's clear to anyone auditing the approval that "Sarah is currently away and Susan is her delegate. Changing approver from Sarah to Susan." or something to that effect.