How to implement granular delegation to ITSM (e.g. Request Management) ACL Rules

[Sven Lieback]

Greetings,

did anyone implemented the granular delegation (part of HRSD / additional plugin) for ITSM? It's really simple to define the delegation tables and delegation rules but I'm struggling with the ACL Rules. So e.g. for Request Management. If I order something and the department head has to approve. If a granular delegation is active and the approval is delegated to another department head, he (the delegate) is not able to open the ritm. I tried to implement/copy the "isAssignedOrDelegated" function of hr_delegation script include but I failed. Any ideas?

Many thanks, Sven

[Community Alums]

Hi @Sven Lieback ,

Unfortunately Granular delegation is only for HRSD not for ITSM.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Sven Lieback]

Hi Sundeep,

I understand the product documentation that it's possible but not how.

"Access control rules (ACLs)Access control rules (ACLs) in HR Service Delivery were modified to look for the Assigned to person on an HR task. Other domains that want to use Granular Delegation must modify their ACLs to use this feature. For more information about ACLs, see Access control list rules."

Documented here.

Regards, Sven

[Christian Prob2]

Hi @Sven Lieback - did you have any success with this?

Thanks, Christian

[Oliver Elias]

Most ITSM ACLs should allow approver access using granular delegation as long as they've been upgraded correctly. If you want more advanced access, or to implement it for custom tables, the best way we've found is to use the global.ApprovalDelegationUtil  script include. It acts as a wrapper around both the old and new delegation systems so you can run them concurrently if you want, and gives you some functions to check individual record approvals, or to fetch lists of delegated records. HR has its own functions as the permissions there are quite complex, but everything else mostly uses that script include as an entry point.