Traditional task reassignment process in service-now:
During processing a user access termination or inactivation of users, the tasks assigned to the users need to be systematically re-assigned to the manager in position of that user. The manager has to go through each of the tasks and manually re-assign them to other user. This manual process is hard to track the state and progress of the tasks. To make this process simple and efficient to track, we introduce an automatic process called Hand-over Responsibility.
Hand-Over Responsibility:
There are three scenarios where we can use Hand-over responsibility to reassign tasks from one user to another user.
- Direct Hand-Over responsibility process
We have a custom module in service-now to get the consolidated list of all progressive and not closed/completed tasks assigned to the user. Also gets the consolidated list of operational level tasks like approvals waiting, Pending approvals from the user. In this module we can reassign the selected tasks to different appropriate users who will take over the tasks further.
- Hand-over task via Access Termination
Whenever an access termination request has been created for the user, a hand-over responsibility record will be created. This record contains with all the list of tasks and operations that handled has to be revoked from the user and need to re-assign to other users. From there the tasks, notifications and operational activities can be revoked and re-assigned to other users with single click.
- User Inactivation
A hand-over responsibility record will be created when a user gets inactivated in service now. This helps to identify if there are any actions needs to be taken on the tasks and responsibilities related to the user being deactivated.