Managing Users, Roles, and Groups → About User Accounts → Working With User Accounts → Delegating Primary Items to Another User
You can use the out-of-office feature to delegate active primary items owned by one user to another user for a specific time period. This is useful for ensuring that items are addressed during vacation periods, holidays, or other times when users may be unavailable.
For example, Nancy, an IT support technician, may own several outstanding requests for service. She can create an out-of-office entry to delegate these items to Chad, another support technician, for her two-week vacation period. Once the entry is active, the outstanding items are delegated to Chad, who is now responsible for them, along with incoming items that may normally be assigned to Nancy.
Delegations are recorded in the State Change History and Change History sections for each item. The user who created the out-of-office entry is reflected in this audit trail.
Once the out-of-office entry expires, all delegated items are returned to Nancy, except for items that Chad has moved to another state or to a different owner.
Consider the following information before delegating items to another user:
Users and administrators open the out-of-office delegation settings differently, but the steps for creating entries are the same.
To open delegation settings from SBM Work Center:
To open delegation settings from SBM Application Administrator:
To create out-of-office entries:
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