Delegated request rights

Introduction / Overview

This guide provides step-by-step instructions on how to use Delegated Request Rights, a feature designed to streamline ticketing requests for organisations using personal assistants (PAs) or executive assistants (EAs). By enabling users to act on behalf of others without sharing login credentials, this feature improves security, reporting accuracy, and administrative efficiency.

Prerequisites:

• You must have full admin rights to grant or manage delegation.
• Delegation is limited to users within the same division.

Activation & Set-up

Granting Delegation Rights

1. Navigate to Settings > Users.
2. Select the user profile to whom delegation rights need to be granted.
3. In the Delegate Request Rights section:
   • A dropdown will display users in the same division. Select the desired user.
   • Click "Add", then confirm the action when prompted.
4. Delegated users are now listed in the profile, with an option to remove them if necessary.

Steps / How-To (User workflow)

Submitting a Request on Behalf of Another User

1. Log in to the platform and navigate to the ticket request process.
2. Users will now see a new "Request on behalf of" dropdown. Select the user for whom you want to request tickets.
3. The user's details and that of the delegated user will appear as options.
4. Select the relevant option.
5. Complete the request form as usual.
6. Submit the request.

Improved My Requests Table
Once the request is submitted, it will appear in the My Requests area.
There will be a new Requester column that displays the account for which each request was made.
Users can see whether they submitted a request for themselves or another user.

Approving Delegated Requests
The following section outlines the process for Admins and Approvers when handling delegated requests:

• In the Approvals section, requests submitted using delegation will display the name of the user for whom the tickets are requested, not the name of the delegate who submitted the request.
• This approach prioritises visibility of the ticket user, allowing approvers and admins to effectively track and compare ticket usage across multiple requests.

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FAQs

Q: Can a delegated user see my past requests?
A: No, delegated users can only act on future requests made after delegation rights are assigned.

Q: Will both the delegate and the original user receive notification emails?
A: Currently, notification emails are sent to the user on whose behalf the request is made. This functionality is made with the assumption that PA's and EA's have access to the inbox of those they act on behalf of.

Q: Is it possible to remove delegation rights?
A: Yes, admins or users can remove delegation rights in the same place they are assigned.