Handovering Responsibility in Service-now :
- Handoverresponsibility is the process of every employee to handover duties and responsibilities to another employee when he or she leaves his present organization.
Problems faced previously
During this process, the manager has to go through each of the tasks and manually reassign them to another 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 tasks
This record contains 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 and operational activities can be revoked and re-assigned to other users with single click.
We have achieved this process using Service catalog, Workflow, and Notification,
- Requested for – Requested user tasks assigned to delegate user
- Delegate user – If a user is out of the office, she/he can delegate responsibilities to other users for a period of time.
- Short Description – Reason for re-assigning the tasks.
When the requester submits the handover responsibility ticket with delegated user details and it will automatically notification send to their appropriate managers for the approval process, if the request get’s approved then the requested user tasks will automatically re-assigned to the delegated user. Once all the tasks get completed the related requests will be closed and get notified.
The re-assigned tasks are documented in the activity list.