Delegation
Delegation enables you to reassign to users the requests and approvals pending with technicians and requesters on leave.
Role Required: SDAdmin, SDSiteAdmin, and SDCo-ordinator.
To configure and manage delegations, go to Home > Delegations.
To access Delegations, you must enable delegations under Setup > Automation > Delegation. Click here to know more.
Quick Links
Adding Delegations
Delegation Status
Allowing Technician/Requester to Configure Delegation
Delegations List View Actions
Configuring Delegations from Scheduler
Configuring Delegation from Tech Availability Chart
Adding Delegations
To configure delegations for technicians and requesters, on the Delegations list view, click the relevant Active Delegations on the left pane.
On the Active Delegations page,
- Click New Delegation.
- In the Configure Delegation form, enter the following details:
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Field Name
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For Technicians
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For Requesters
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Technician*
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Select the unavailable technician.
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Requester*
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Select the requester.
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Unavailability Type*
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Select the unavailability type.
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Duration*
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Click the calendar icon and select the date(s) and mark hour-based unavailability in the calendar.
Click Apply.
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Reason
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Describe the reason for delegation.
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Delegate Request Ownership
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Choose an option to delegate requests assigned to unavailable technicians:
Move to Unassigned: Move requests to Unassigned state.
To the technician: Select a technician to delegate requests to.
Before you select, ensure that the technician has the request access.
Take no action: Do not delegate requests.
As per global configuration: Requests will be delegated based on Delegation setup. Hover over the info icon  to view the current setup.
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Delegate Approvals
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Choose an option to delegate request/change/release/problem/purchase order approvals pending with the unavailable user:
To Organization Roles: Select the role to approve on behalf of the unavailable user.
To the user: Select the backup user to delegate approvals to.
Before you select, ensure that the user has approval permissions.
Take no action: Do not delegate approvals.
As per global configuration: Approvals will be delegated based on Delegation setup. Hover over the info icon  to view the current setup.
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*Mandatory fields
Configure Delegation form for technicians
Configure Delegation form for requesters
Delegation Status
The configured delegations are marked with three different statuses based on the unavailability duration.
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Status
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Description
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In progress
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Delegations configured for the current date
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Scheduled
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Delegations configured for upcoming days
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Completed
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Delegations that have surpassed the specified duration
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On the current date, the Scheduled delegations will be marked as In progress .
The delegations marked with In progress and Scheduled statuses are classified as active delegations.
The delegations marked with Completed status are classified as expired delegations.
Allowing Technician/Requester to Configure Delegation
You can allow technicians and requesters to configure their delegations while they mark unavailability. To do that,
- Go to Setup > Automation > Delegations.
- Enable the checkbox for Enable delegation for upcoming requests.
Only when you enable this option can requests and approvals be delegated from wherever applicable.
- Enable the relevant checkboxes for the options below:
- Technicians can set up delegation for their unavailability: Enable this to allow technicians to configure delegations.
- Requesters can set up delegations for their unavailability: Enable this to allow requesters to configure delegations.
- Enable ad-hoc delegations for approvals
- Users can delegate and revoke their approvals.
- Technicians with the SDChangeManager role can delegate and revoke change approvals within their scope.
- Technicians with the SDReleaseManager role can delegate and revoke release approvals within their scope.
For more information, refer to global delegations.
Delegations List View Actions
On the Delegations list view, you can perform the following actions:
View All Delegations
Active Delegation
You can view all active delegations along with their statuses and delegation details. To do that, go to Home > Delegation > Active Delegations.
To view delegations of technicians and requesters, click the relevant Active Delegations on the left pane.
On the Active Delegations (for technicians) list view, click the drop-down icon 
next to Active Delegations of All Technicians and click My Active Delegations to filter out the delegations configured for your unavailability.
Alternatively, you can go to Quick Actions 
in the header and click Delegation to view your delegations.
On the Active Delegations (for requesters) list view, you can view the list of active delegations configured for all requesters.
Requesters can add and view delegations for their unavailability from their portal under Quick Actions 
in the header > Delegation.
Expired Delegations
You can view delegations that have surpassed the user's unavailability duration under Expired Delegations. This is useful to identify backup users who worked on your items in your absence.
Click the relevant Expired Delegations on the left pane to view the expired delegations of requesters and technicians.
On the Expired Delegations (for technicians) list view, click the drop-down icon 
next to Expired Delegations of All Technicians and click My Expired Delegations to filter out your expired delegations.
On the Expired Delegations (for requesters) list view, you can view the expired delegations of requesters.
You cannot edit or delete an expired delegation.
Undelegated Unavailability
Undelegated unavailability lists all the unavailability without delegations. To access the list, go to Home > Delegation > Undelegated Unavailability.
To view the undelegated unavailability of technicians and requesters, click the relevant Undelegated Unavailability on the left pane.
On the Undelegated Unavailability list view, you can choose to configure a new delegation for unavailability or choose to apply the global configuration. To do that,
- Click Delegate next to the specific technician, and configure a new delegation.
- Click Retain Global to apply global delegation for the required unavailability.
Edit Delegations
To edit a delegation,
- Go to Home > Delegation > Active Delegations.
- Click the gear icon
beside the required user's name.
- Click Edit.
- Edit the necessary delegation configuration.
- Click Save.
You can only edit the delegation, not the user unavailability details.
Delete Delegations
You can only delete active delegations and undelegated unavailability.
To delete a delegation, click the gear icon beside the technician name and click Delete.
To delete delegations in bulk, select the required delegations and click Delete.
Filter delegations based on duration
On the Delegations list view, click the calendar drop-down 
on the top and choose the required duration to list delegations pertaining to that duration.
Search for delegations meeting specific criteria
Click the search icon 
on the top, choose criteria and click Search to narrow down a particular delegation.
Manage the list view
Click the Table Settings icon on the right 
to alter the number of records to be shown per page and sort the records based on duration.
Configuring Delegation from Scheduler
You can configure delegation while marking unavailability for technicians from the Scheduler.
On the scheduler, hover over the required date and click the Mark Unavailability icon 
to mark unavailability and configure delegation.
Configuring Delegation from Tech Availability Chart
You can also configure delegations while marking unavailability for technicians from the Tech Availability Chart.
On the chart, click the required date on the corresponding technicians' row to mark unavailability and configure delegation.
