Setting up Granular Delegation

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Setting up Granular Delegation

    Granular Delegation allows employees to delegate their tasks to other employees effectively. This feature is particularly useful for managing workloads and ensuring continuity in service delivery within organizations using the ServiceNow AI Platform.

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    Configuration Steps

    • Activate Granular Delegation: Ensure you have the admin role to activate the Granular Delegation plugin (com.glide.granularservicedelegation).
    • Define Delegation Rules: Add tables holding tasks that can be delegated and create specific delegation rules.
    • Create Delegate Records: For each delegation instance, create a record specifying who can delegate and who can be delegated tasks.

    Access Control Rules (ACLs) govern whether a delegate can access records based on established delegation rules, requiring administrators to understand the data model of delegated services.

    Key Features

    • Delegation Admin Role: Manages the setup of delegation rules without additional roles specified.
    • User Criteria: Utilizes the User Criteria table to define who can be a delegate or delegator.
    • System Properties: The com.glide.delegation.defaultdayssinceupdate property determines the retention period for inactive delegation records, defaulting to seven days.
    • Scheduled Jobs: Includes jobs for cleaning up inactive records and notifying new delegates about their delegation status.

    Key Outcomes

    Implementing these steps allows your organization to streamline task management through effective delegation, ensuring that tasks are visible and accessible to the appropriate users, thereby enhancing productivity and service efficiency.

    Set up Granular Delegation so your employees can delegate their tasks to other employees.

    Configuration steps

    1. Activate Granular Delegation
    2. Define what tasks can be delegated by adding the table that holds the tasks: Add delegation rule tables
    3. For each delegation table: Create delegation rules
    4. Define the users that can delegate tasks and to whom they can be delegated: Create a delegate

    Installed with Granular Delegation

    Activate the Granular Delegation plugin (com.glide.granular_service_delegation) for the ServiceNow AI Platform if you have the admin role. For more information, see Activate Granular Delegation.

    Granular delegation has separate records for specifying a delegate and specifying what content the delegate can access. You create a Delegate record each time you want to delegate your service tasks to another user.

    Administrators create delegation rules to allow the delegation of specific records. Access Control Rules (ACLs) determine if a delegate can access the records that match the delegation rules assigned to them. Creating delegation rules requires an administrator to be familiar with the data model of the delegated services.

    Table 1. Roles installed
    Role Description Contains roles
    Delegation admin [delegation_admin] Manages granular delegation, setting up delegation rules. N/A
    User Criteria (user_criteria)
    Granular delegation can use the User Criteria (user_criteria) table to determine who can be a delegate or a delegator. For more information, see Create delegation rules.
    System properties
    The com.glide.delegation.default_days_since_update system property determines how many days to retain inactive delegation records for users or delegates. The default is seven (7) days and can be changed to a maximum of 30 days.
    Any delegate record that was created before the start date and hasn't been updated within the last seven days (or the value entered in the sys property) is not assigned to a delegate until the delegate record is updated. For example, approval tasks that were created before the number of days in the sys property are not visible to the assigned user. You can create a work note to update the delegate record to make the approval visible to the assigned user.
    Note:
    Changing the value in the sys property does not affect delegate records created before the original value entered.
    Scheduled jobs
    The Clean Granular Delegation Records scheduled job runs daily and deletes inactive delegation records based on the com.glide.delegation.default_days_since_update system property value.
    The Notify new delegates scheduled job runs every 10 minutes and triggers a notification to delegates that their delegation period is starting.