How does delegation work?

[DK41]

Hello ,

In Service -now we have an option to delegate a user.I would like to give an instance where i am facing an issue.

My Manager has a delegate so currently approval request will go to the manager as well as to the delegate . But the issue is if my managers employee status is L ( ie if he is on leave) the approval email has to go to the delegate but now if the employee status is L the user profile becomes inactive so no mail is getting triggered to the manager and neither to the delegate.

So i would like to know the code where the delegate receives a mail ( ex : approval email) if the manager is active

And also would like to know the suggestion to send a mail to delegate if the manager is inactive.

Hope i have made my self clear and hoping for a reply.

Thanks,
DK

[Miguel Caldero3]

Hello DK,

Were you able to find a solution for this issue?

Thanks,

Miguel

[HugoFirst]

I know this thread is a couple of years old, but it's still relevant. I'm in the process of setting up the ability to delegate approvals. So far the effort has been minimal changes to our config and lots of experimentation to figure out what a users needs to do and what happens when he/she does it. Below is a list of actions to implement delegation for an approval. I invite people to reply critically and let me know what is not needed ( but shown in the list ) and what is missing. FWIW: We're on glide-berlin-05-06-2012__patch8-03-14-2013.


Here's my list:

----------------One time setup by sysadmin:
sysadmin: Verify that the "Role Delegation" plugin is activated ( it was )

sysadmin: For each user who needs to delegate their approval, give them the "role_delegation" role. NOTE: THIS DIDN"T SEEM TO HAVE ANY EFFECT. CAN SOMEONE PROVIDE INSIGHT INTO THIS ROLE?

sysadmin: Personalize the "My Profile" form in Self Service and add the related lists for Delegates.

sysadmin: In the Employee Self Service page, edit the "My Pending Approvals" gauge. Ensure that the filter matches the filter used for the "My Approvals" link in the left navigation pane. Ie. Approver -IS- javascript:getMyApprovals()


--------- end of one time setup ----------- Next: what to do to delegate your approval:

delegator: In the Self Service > My Profile form, add a new row to the Delegates related list where the delegator is lists as the User. Set the start and end dates and specify the user who will approve in your absence. This person is the delgatee. Be sure the approval box is checked.


--------- end of what to do to delegate your approval Next: What happens when someone routes an approval to you.

User requesting your approval: open a request which will require an approval. List the delegator as the approver. Submit the request.

ServiceNow: sends an email notice to both the delegator and delegatee asking for their approval.
List the approval routing in the "My Approvals" gauge for both the delegator and delegatee.

Delegatee: approve/reject the request.

ServiceNow: record that approval in the approval record listing the delegator. In the Activity Log, show that the approval was actually received from the delgatee.

---------- end of what happens when someone routes an approval to you.


Observations: I've seen the email for the approval routing occassionally go to just the delegatee, and sometimes just the delegator. I've also seen it sent to both. I have no idea why there is so much variability in this.

[kungfuu72]

My organization has candidly expressed high interest in the capability so I will be implementing it one way or another.

I'll let you know how it goes.

[kungfuu72]

Here is my follow-up post.

We were able to successfully implement this, but we also realized that the out-of-box Service Delegation functionality fell short of our need to delegate specific roles from one person to another.

We have since implemented custom functionality that is using the User Delegates [sys_user_delegate] page utilizing:

• Record Producer: Going to User Delegates [sys_user_delegate] even though ServiceNow recommends that Record Producers produce task-based records. We didn't see an issue with deviating from this convention in this scope.
• Custom Workflow: We created a workflow to delegate specific roles at the start date, and then remove those roles at the end date.
• Script Include: Wrote about a 500+ line script include which is all inclusive of the custom functionality we wanted in conjunction with Service Delegation.
• Updated Module Filters
• 1 new Business Rule
• 2 Catalog Client Scripts: 1 onLoad, 1 onChange.
• A few ACL changes for our own needs (2 or 3).

And that's it. Let me know if you're interested in more detail.

It took about a week and a half of development and about 3 solid days of testing.