Hi @Mustafeez
Delegation is not system retroactive for notifications. (so for example the delegate wouldn't retroactively receive the email notifications that were already sent, only new notifications)
However if the ticket is already assigned to that user does not matter, as during the delegation it will not be reassigned.
Instead; the user to which it was delegated will simply see the task/tickets show up on their queue.
For example;
- An ongoing incident is assigned to Annabelle.
- Annabelle will go on vacation and sets a delegate to me.
- During this period, when I now open My work I will see both my own incident and also the above incident from Annabelle in my queue. (Even though it is still assigned to Annabelle).
Out of the box the 'My work' filter uses;
Assigned to - is - javascript:getMyAssignments()
The getMyAssignments includes records of users where you are the delegate during an activate delegation.
So keep in mind the tasks are not actually reassigned, it's more that they are CC'd in notifications and that their tickets/tasks will show up in delegates queue when the above filter is used.
reference document are below for that.
https://harvard.service-now.com/ithelp?id=kb_article&sys_id=2ecba5ce0f632e002dfe5bd692050e79#:~:text....
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/use/employee-self-service/t...
https://www.servicenow.com/community/itsm-articles/delegates-in-servicenow/ta-p/2600517
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Thanks
AJ
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