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Delegated Request to Employee not showing up in IT Shop

Daniel Werner

When delegating a pending request to another Employee, the delegation is successful, but the Employee does not see the request in their IT Shop.

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    The employee should see that under Pending Requests as well. The decision for that specific decision.
    Which version are you using?
  • 0
    Excuse me, I have to correct myself, it is not "pending request" it is "pending order". Version 7.1 is used.
  • 0
    I can't find "pending order" in the standard web. I assume that is all customized than. So maybe the delegation has been implemented but not the delegation after that.
  • 0
    I rechecked. It's as I wrote initially, "pending requests" not "pending order" I was logged in with a user, that has German UI and I translated it myself, what's always a bad idea.

    Version 7.1 is used and the standard web.
  • 0
    Have you searched, under Pending Requests for the other employee?
    If it is not there, than I assume that the decision is not delegated, but somewhere in the worklow stuck, maybee DBQueue and JobQueue are not finished, or there are frozen jobs.
    What makes you think, that the delegation is successful?
  • 0
    Yes, I searched under "Pending Requests" for the other employee, but it is not visible there. The DBQueue and the JobQueue are fine and without any frozens.
    In the Manager, IT-Shop and on the "Delegation" table, the delegation is visible and this let me think, the delegation is successful.

    Let me try to describe our business case in more detail:
    If an employee orders a certain product in the shop, that has to be approved by his line manager (LM), but the LM is out of office (holiday, sickness,...) the request can't be approved.
    Therefore we would like to create an IT-Shop product, that allows to order a delegation for his employee (In V6 we used to have such a product to set temporarily the UID_PersonDeputyITShop).
    So, if I do the delegation like described (the request for the product is already waiting for approval) the delegation will be calculated and visible in the Shop, Manager and "Delegation" table but the request to approval for the original order is not shown under "Pending Requests" in the IT Shop.
    It looks like the "pending requests" are not recalculated for the receiver of the delegation.
  • 0
    Hi,

    Try creating a process that runs on a fairly regular schedule that runs this SQL command:

    exec QER_PITShopHelperFillAll @DecisionRules, newid

    This will make the DBQueue recalculate the approvers and the delegate should now be able to see the request.

    I'm not sure of the syntax of the @DecisionRules parameter.

    HTH, Barry.
  • 0
    So you did not delegate the pending request, but the responsibility for a specific employee, which makes a big difference!
    Maybe the new escaltion approval team workflow is interesting for you. It has been implemented for exactly your use case.