Setting who can delegate for other people

[Nan Bechard]

Help on why this is not working

I want to allow a user, an admin or the account svc_snow_mw to set delegates for people.

This account is our connector with ServiceNow and Moveworks we have running outside of ServiceNow.

Users and admins can still set delegates.  

From our external Moveworks product, messages appear that the delegate was set.  but within ServiceNow, no delegate record was set.

[Tanushree Maiti]

Hi @Nan Bechard 

When a user acts as a delegate for another user, the delegate cannot in turn delegate to a third party. The original delegate is the only user who receives assignments and notifications. Delegation does not grant the delegate access to tasks where the caller or requester is the user for whom the delegate was created.

Refer: Service Delegation 

Also check , external moveworks is setting delegate , in that case check whether integration user has the appropriate Access Control List (ACL) configurations on sys_user_delegate table

https://www.servicenow.com/community/itsm-forum/enable-service-desk-staff-to-view-delegate-records/t...

[yashkamde]

Hello @Nan Bechard ,

Check the ACLs on sys_user_delegate (create/write) and confirm svc_snow_mw has explicit access,

not just a BR level bypass.

Also for debugging :

temporarily add this at the top of the script

gs.info('Delegate BR check - user: ' + gs.getUserName() + ' | sys_id: ' + gs.getUserID());

If my response helped mark as helpful and accept the solution.

[Nan Bechard]

We are not looking to do the delegate of a delegate.

Our Moveworks Bot agent performs functions for users in ServiceNow based on that user's access.  

But I will have the developer team check the appropriate Access Control List (ACL) configurations on sys_user_delegate table

[Nan Bechard]

Yes, - account svc_snow_mw has create access on the delegate table