How to setup Delegates in ServiceNow

[@iqbal0725]

Hi Hardit, how can I change the notification short description to “The original approver is Beth. The delegated task is now assigned to ITIL user to approve or disapprove it”. How can I do it if the client asked you to make it clear once delegations rule is executed in serviceNow?

[@HarditSingh]

Hi Iqbal, I will need to do some research on this. On top of my head, we can write a business rule which will check delegate table to see active delegates of the approver and send an additional custom email . To stop the current email going out, we will have to change out of the box code which can be very tedious

[@rajendhermangalarapu9040]

Paaji, how do you make Delegate functionality available for end users. The use case here is when an approver is an end user and going on a vacation, would like to delegate to other end user who can reply to approval notifications

[@HarditSingh]

@@rajendhermangalarapu9040 You mean users who don't have ITIL roles?

[@rajendhermangalarapu9040]

@@HarditSingh yes