Use Case for Granular Delegation

[JonoK]

Introduction

A customer had a critical, finance related request type that needs fast approval (a couple of hours max.) and is subject to audit. If they cannot contact the approver in time, they need to get approval from someone else.This is how we provided a solution in the form of a user story.

User Story

As a financial systems support agent,

I need to get a case approved within 1 hour,

So that urgent updates can be made to financial records.

Acceptance Criteria

• If the approver is not contactable, I need to get approval from another authorized approver.
• The approval should only be transfered if the primary approver is not available.
• There is an audit trail of who approved the request and when.
• A delegate should only be able approve financial systems cases, no other tasks.
• Members of the financial systems support team can nominate a delegate from an authorized list.
• The window in which the delegate can approve should be kept to a minimum.
• Members of the financial systems support team does not have access to edit approval records.

Technical Approach

• Activate the Granular Delegation plugin (com.glide.granular_service_delegation).
• Configure the Financial systems case table for granular delegation.
• Configure the rule(s) for Financial systems cases. Condition: category = Peoplesoft Financials.
• Create a notification to tell delegates they can approve.
• Update the “My Approvals left nav modules to include approvals via granular delegation.
• Update the portal widgets to be Aware of granular delegation.
• Create a record producer (available only to the Financial Systems Support group) to create granular delegation records.
• Update the ACL’s to allow members of the Financial Systems Support group to read granular delegation records.
• Create a User Criteria for authorized delegates.

Conclusion

Granular delegation and the record producer enabled the financial systems suport team to create a delegate for a specific time window with specific duties that limit the scope of approval. We didn't need to be give edit permissions to the approval records, and because ServiceNow records who approves records a report can be created for audit purposes. This was done with minimal development and configuration work to limit technical debt.