Using CA Service Catalog for Catalog Users › Handle Requests Pending Action › Auto-Delegate Other Users' Requests Pending Action

Auto-Delegate Other Users' Requests Pending Action

You can optionally use auto-delegation to specify that any new requests assigned to a specific user are automatically delegated to a different user instead. Here, new request means any newly assigned or transferred pending action. Auto-delegation is useful for managers who monitor requests but who do not address requests directly. Auto-delegation is also useful for users who are out of the office for travel, vacation, or another reason. Thus, auto-delegation helps ensure that requests are addressed in a timely manner.

Note: The access control option named Display Auto-Delegation on User Management under Administration, Configuration determines whether users have the ability to view and change auto-delegation settings, according to user roles that have access to User Management UIs. For details, see the administration configuration settings in the Implementation Guide.

To auto-delegate other users' requests pending action

1. Click Administration, Users.

   The Users window appears.

2. In the User ID field, enter search criteria to find the user whose requests you want to auto-delegate to another user.

   The Users search results appear.

3. Click the name of the user whose requests you want to auto-delegate.

   The User Profile window appears, displaying configuration details for the user you selected.

4. Click Edit.

   The fields on the window open for editing, and the title of the window changes to Edit User Profile.

5. Click the drop-down icon next to the Request Auto-Delegation heading.

   The Request Auto-Delegation setting opens, so that you can view and optionally edit it.

   The user whose name appears in the Delegate field, if any, is the one to whom requests are currently auto-delegated.

6. To remove an existing auto-delegation (if applicable), click the red "minus sign" icon.
7. To add or change auto-delegation, click the magnifying glass icon.

   The Search and Select User Search dialog appears.

8. Review the list of users.

   Note: The Search User scope is based on the administration configuration of either all users (global) or only users in the same business unit. For details about setting this configuration, see the sections describing the Administration, Configuration, Options menu in the "Configuring" chapter of the Implementation Guide.

9. Click the name of the user to designate for auto-delegation.

   The dialog closes, and you return to the Edit User Profile window. The user you selected is named in the Delegate field.

10. Verify that the correct user is designated for auto-delegation and click OK.

    You return to the Edit User Profile window.

11. Click Done.

    You return to the Administration, Users window.

All new requests for the user whose profile was edited are auto-delegated to the user named in the Delegate field.