Using CA Service Catalog for Catalog Users › Handle Requests Pending Action › Delegate a Request Pending Action

Delegate a Request Pending Action

You may need to delegate a request when you or other users become sick, use vacation time, or otherwise become unavailable to perform or approve an assigned task. A request pending action can be delegated only once. It can be delegated only by the owner of the request pending action, if the owner is a user who has the required access control setting. The following note explains the required access control setting.

Note: The access control option named Access Control: Delegate Request Pending Action under Catalog, Configuration, Options, Request Management Configuration determines which roles can delegate their own requests pending action. For details about setting this option, see the Set CA Service Catalog Configuration Options in the Implementation Guide.

For detailed background information and rules about delegating requests and performing related tasks, see Handle Requests Pending Action and Rules for Requests Pending Action.

Follow these steps:

1. Click Home, Requests.

   Note: If applicable, click the My Requests drop-down list on the Requests page to display requests. The Requests page can either display requests directly or provide access to them indirectly through the My Requests drop-down list. Administrators optionally configure the page to use either setup.

2. Perform the actions in one of the following bullets:
   • Click Pending My Action.

     The Requests Pending Action window appears.

     Click the Delegate button for a request pending approval or fulfillment.

   • In the Request Lookup section, click Advanced Search.

     The Advanced Search window appears.

     In the Query drop-down list, verify that Action Requests is selected.

     In the Userid field, enter your user ID and click Search.

     The Search Results window appears, displaying all requests assigned to you.

     Click the Delegate button for a request pending approval or fulfillment.

   The details for the selected request appear, with a Requested Services section at the top of the screen. That section lists all services and service options in the request. If the request contains multiple services and service options, they can be delegated either individually or in groups of two or more at a time.

   Note: A service can be delegated if you can select it. If you cannot select the service, it cannot be delegated. For example, a multi-service request can contain one or more services or service options that are not pending approval or fulfillment and therefore cannot be delegated.

3. Select the service or service options and click Delegate.

   The Search User Accounts window appears.

   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 this configuration, see the sections describing the Administration, Configuration, Options menu in the "Configuring" chapter of the Implementation Guide.

4. Review the list of users and select one user to whom you delegate the selected services or service options.

   You return to the Requested Services section. In the Item Status column, the selected service or service options are marked for delegation to username, where username is the user whom you selected.

5. Verify that the correct user is named for the delegation and click OK.

   The request pending action is delegated to the user you specified.