A specific technician can act as a delegate for a defined set of end users so that they can assist customers regardless of team or technicians the request is assigned. Delegates have access to their customer requests in the user portal throughout the request’s life cycle. A delegate can also approve request on behalf of customers.
Delegates can be assigned to Org. Units or Customers. Delegate assignments can be managed from following places:
Once the user is assigned as a Delegate, additional filters for My Delegate Tasks will be available in the Requests list page.
If you are assigned as a delegate, an alert message will be displayed.