This documentation supports the 18.11 version of BMC Digital Workplace Basic.

To view the latest version, select the version from the Product Version menu.

Delegating business requests to alternate approvers

As the BMC Digital Workplace administrator, you can enable the delegation feature so that your end users can assign their business request to alternate approvers. By using this feature, end users can decrease the number of unresolved requests if they cannot process them on time due to their absence or any other relevant reason.

Delegation process overview

The following example shows how to use the delegation feature and introduces a high-level overview of the delegation process:

  1. Bob plans a business trip and knows that he will be on leave for two weeks. 
  2. Bob creates a delegation rule in BMC Digital Workplace and delegates his potential requests to Mary.
  3. Mary receives corresponding notifications in her BMC Digital Workplace, and by email.
  4. If any request is assigned to Bob in the specified period of time (two weeks' absence), this request is automatically delivered to Mary in her BMC Digital Workplace Approvals section. 
  5. Mary can process (approve, reject, or put on hold) the request on behalf of Bob before he returns from his business trip.

Before you begin

Ensure that the following features are enabled in the BMC Digital Workplace Admin Console:

  • In the Configuration > Enable Features section, check the Approvals feature:

  • In the Configuration > Enable Features section, check the SRM pluggable provider feature:



Note

For a configuration, where BMC HR Case Management and Remedy ITSM are installed on different AR systems, the delegation feature will not work for BMC HR Case Management approvals.


To check active delegation rules and alternate approvers

Before creating a new delegation rule, end users can check if any alternate approvers are already added to their user profiles, and if similar delegation rules for the intended time period already exist. If end users have active delegation rules created in their Remedy ITSM application, the same delegation rules are shown to them in their BMC Digital Workplace application.

Note

BMC Digital Workplace shows only current and future delegation rules, while Remedy ITSM also shows inactive delegation rules.

To see the list of all active delegation rules and available alternate approvers in Remedy ITSM and BMC Digital Workplace, perform the following actions:

  1. In BMC Digital Workplace, go to Settings, and in the Approval Settings section, review the message about current alternate approvers:

  2. Click Manage approvers.
  3. In the Manage alternate approvers window, review your current list of delegation rules and alternate approvers.

Each alternate approver's entry contains the following information:

      • Alternate approver' s profile photo or standard icon
      • Alternate approver's first name and last name
      • Effective dates of the delegation
      • Alternate approver's time zone

        Note

        The approval delegation starts and ends in accordance with the original approver's time zone.

      • Covering value 

        Note

        Covering value shows if the delegation rule covers all approval processes or specific processes. Unlike Remedy ITSM, BMC Digital Workplace covers only all approval processes. If end users need to create a delegation rule that covers specific approval processes, they must create it in Remedy ITSM.

To create a delegation rule

  1. In BMC Digital Workplace, go to User settings > Preferences > Approval Settings.
  2. Click Manage approvers.
  3. Click Add approver, and in the Add approver dialog, search for and select a user you would like to add as your alternate approver.
  4. Select the Start date and time of the delegation.

    Note

    You cannot select a past date as the start date for the delegation rule.

  5. Select the End date and time of the delegation.

  6. Click Save.

To edit or cancel an active delegation rule

  1. In BMC Digital Workplace, go to User settings > Preferences > Approval Settings.
  2. Click Manage approvers.
  3. To change an alternate approver, perform the following steps: 
    • Click the Actions menu, and then select  Edit alternate approver
    • In the Add an alternate approver window, search and select another user who you would like to add as your alternate approver for this delegation.
  4. To change date and time, click the Actions menu, and then select  Edit date and time. Change the values, and click Save.
  5. To cancel a delegation rule, click Cancel alternate approver, and confirm the action.

Notifications for alternate approvers

Alternate approvers automatically receive notifications in the following cases:

  • When the original approver creates a new delegation rule and delegates the potential requests to an alternate approver.
  • When the original approver modifies the date or the time period of an active delegation rule.
  • When the original approver cancels an active delegation rule.
  • When the original approver changes the alternate approver in an active delegation rule. In this case, both alternate approvers (the initial one and the new one) receive notifications.

Alternate approvers receive the following types of notifications:

  • Email notifications:



  • In-app notifications in BMC Digital Workplace:

  • Push notifications on mobile devices (if not disabled by the user):

Delegated approvals view

To distinguish between the original approvals and the delegated approvals, check if there is an Acting as record in the details of the request and in the In-app notification. The Acting as record indicates the name of the original approver, as shown in the following illustration:

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