Configuring a Delegate in ServiceNow

ServiceNow
Setting a Delegate when going Out of the Office
Version 1.0 | May 20, 2015 | Dan Alexander
When leaving the office for an extended period of time, you may need to set a delegate in
ServiceNow to ensure individual tickets do not get dropped. A delegate can be set to view
assigned tickets, approvals and copied on outgoing notifications from ServiceNow (such as
scheduled reports and assignment emails). To set a delegate, please follow the instructions
below.
1. Under the Incident Module, select ‘My Profile’
2. At the bottom of your profile, you should have a ‘Delegates’ tab or section.
3. Click New to configure a new delegate. Note: You can configure multiple delegates if
needed
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ServiceNow: Setting a Delegate
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4. In the Delegate field, select an individual by HUID or First and Last Name.
5. Configure a Start and End Date for the duration of your time away.
6. On the right, select the individual item you’d like your delegate to receive.
a. Approvals and Assignments will show up in your delegates’ filters for Assigned to
Me, My Work and My Approvals.
b. CC Notification option will copy your delegate on any outbound email from
ServiceNow. This includes scheduled reports, approval requests and assignment
emails.
c. Meeting Invitations is not used currently in ServiceNow.
7. Click Submit and verify your delegate is now listed under My Profile. Always be sure to
notify your delegate, so they are aware of filter and email changes covered above.
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