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Delegate Approval pass through to Service Manager

Idea ID 1766315

Re: Delegate Approval pass through to Service Manager

0 Votes

There is an option through backend Service Manager to delegate the approvals of service portal requests as well as service manager requests, however the delegation do not pass through to Portal. Hence, delegation of approvals is not reflected on the portal for already created requests.

Now the end user do not have access to SM, also, new approver will not get request under his queue to approve the request; while the old approver is away; hence the delegation approvals will not work for Portal requests.

Either the delegate approval requests should pass through from SM to Portal or there should be an option to delegate approval from Service Portal.

 

7 Comments
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: New Idea

@chandrika08 could you please provide more details about this issue? seems like a defect , currenlty delegated approval can be displayed in the service portal

Visitor.. chandrika08
Visitor..
Hi,
I worked with MF support engineer and as per them it is not a defect - and need to be taken by RnD as an ER.
Delegation is not working for the existing request.
E.g. a user raised a request and it went for approval. Later, he realized the approver is out of town and requested the SM team to delegate the request to other approver. Once SM team will add a delegation rule, the existing request shows as delegated in SM - shows in the approval queue of both approvers in SM while it is still with old approver in Portal. Yeah, if a new request is raised after the delegation rule is set, it does go to both old and new approver for approval but the existing ones still have the issue. Unless the old approver is back, the request is pending approval forever in Portal; else approved from SM.
Regards, Chandrika
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

@chandrika08  could you please provide us support case ID? We need double check it with support

Visitor.. chandrika08
Visitor..
Sure. Here it is - SD02407618
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Already Offered

In 2019.02 this works well in SMA-SM service portal, and you can delegated request approval in both Service Portal and Service Manager, 

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Hello Ming-Feng , 

You mentioned that in 2019.02 you can delegate request approval in both Service Portal and Service Manager, 

Now, on behalf of my customer, it not completly clear if that also apply for those requests that were raised before applying the delegation? 

It was not clear. Appreciate your confirmation.

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

@jpmora yes, you are right. It is also applied to the requests that were raised before applying the delegation? 

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