Delegation Setup

An Analyst can assign other people to action items in their place if, say, they are out of the office. Delegation can be set up, and then activated as needed.

Once delegation is set up and activated, the delegates can view (and action) the delegator’s workload, such as tasks, from the Workload, Requests Outstanding or Tasks Outstanding windows.

A list of delegates can be set up in advance. Then, when the need arises, the delegation feature can be activated and individuals selected to action the delegator’s workload.

There are two ways to set up delegation:

  • From the Delegation Setup window within the System Administration menu. This is the best method to set up delegation for yourself, and is explained in this topic.

  • From the Delegation explorer option. This is the best method to set up delegation for other analysts.

Before you start

The Delegation Setup and checkbox must be selected in the Admin tab of your General Access Security Role to allow you to set delegation permissions.

Delegates should have permissions to action the same work as the person delegating the duties.

Adding a Delegate

  1. Select Menu > Admin > Delegation Setup.

    The Delegation Setup window appears.

  2. Select either User or Analyst.

    The delegation options vary depending on the type of person selected.

  3. Select Add.

    The Person Search screen appears with the Analyst or User filter applied. Search for the person.

  4. Double click on the person in the search results table. The Person Search window is closed and you are returned to the Delegation Setup window. The selected person is on the Delegation List.

  5. Repeat to create a list of possible delegates. If this person belongs to more than one partition, repeat for each of their partitions in which you need to assign delegates.

  6. Select the checkboxes in the Delegation List columns to notify the delegator and/or activate the delegates. You can adjust the column widths if required.You can also scroll across using the scroll bar at the bottom of the window if necessary.

Delegate Name
The name of the delegate

Take Over Calls

Select to indicate that this delegate can action the delegator’s calls.

This column only appears if the Analyst option is selected. The delegate must have Take Over Calls selected in the Options tab of their IPK Management Security Role.

Take Over Requests

This checkbox indicates this delegate can action the delegator’s requests.

This column only appears if the Analyst option is selected. The delegate must have Request Take Over selected in the Requests tab of their Workflow Management Security Role.

Take Over Tasks

This checkbox indicates this delegate can action the delegator’s tasks.

This column only appears if the Analyst option is selected. The delegate must have Task Take Over selected in the Requests tab of their Workflow Management Security Role.

Action Approvals

This checkbox indicates this delegate can action the delegator’s approvals.

This column only appears when the Analyst option is selected. The delegate must have Approval Take Over selected in the Requests tab of their Workflow Management Security Role.

Notify Delegate

By default, this box is checked, indicating the delegate will be notified when a call, request, task, or approval is delegated to them. If you do not want the delegate to be notified, clear this checkbox.

The delegator will always be informed when they receive a call, request, or task.

Active

Select this checkbox to activate this individual delegate. This feature allows you to set up multiple possible delegates on the list in advance and activate them individually as needed.

The Active checkbox for at least one person and the Activate Delegation checkbox must both be selected to activate delegation.

Activate Delegation

  1. If you wish the delegation to begin, select the Activate Delegation checkbox. This feature allows you to set up the delegation in advance and activate it as needed. At least one delegate must also be flagged as Active to activate delegation.

  2. Select the Visible on Forward Internally Screens checkbox to indicate that the person is currently available to receive service desk calls. This ensures that calls are not forwarded to him or her in their absence. This checkbox should be selected when the Analyst is available, and cleared when they are not. When the option is not selected, the person’s name does not appear on the Forward Internally window.

Deleting a Delegate

  1. From the Delegation Setup window, select the delegate from the browse table and click the Delete button below the list.

  2. The Delete Delegate? confirmation box appears. Select Yes to confirm deletion.

  3. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.