Granular Delegation Troubleshooting Steps<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Description: This knowledge base article addresses common configuration issues related to Granular Delegation. It provides verification steps to help resolve delegation issues before escalating to the Development team. Frequently asked questions: Why isn't my delegation working?Why the delegated tasks are not appearing in the employee portal (esc) for the assigned delegate?Delegation is not happening even after adding new task/update task.Single record delegation is showing as success after adding delegate but delegate is not getting addedHow can I verify the delegation configuration?Why is my single record delegation working intermittently?Can I see logs for Granular Delegation?How can I ensure that delegation is working as expected and an issue with ESC portalWhom to reach out after verifying all these configurations? Please go through troubleshooting steps and verify the configurations are correct for all of the above questions. Causes The delegation is inactive or has expired The delegation rule is not properly mapped to the delegate The mapped delegation rule is inactive No updates have been made to the tasks requiring delegation in the past 7 days (or as defined by com.glide.delegation.default_days_since_update value)since the delegation was mapped No records match the delegation rule conditions or criteria/rule category The schedulers are not running, which prevents asynchronous business rules from executing and creating delegated records. Multi node setup failing to delegate single record because of cache issue Trouble Shooting Steps: 1. Is the delegation currently active? (Verify the start and end dates) If the end date has passed, the delegation has expired In this case, delegation will not occur, and the delegate will not be able to view the delegated tasks 2. Is there a delegation rule configured for the table where the tasks are not delegated? Ex: If the change_request tasks needs to be delegated, ensure that: A delegation rule exists for the change_request table The delegation rule is active 3. Has the target record been updated recently? By default only records updated with in last 7 days (as defined in com.glide.delegation.default_days_since_update value )are delegated when delegation first becomes active. This property also cleans up completed records from delegation.If the record has moved to an end state, it will be unmapped after the number of days configured by the property. 4. How to know if there are any records match the delegation rule conditions and were updated within the last 7 days? First thing to check is whether the target record matches the condition of the assigned delegation rule(s) For assignments, this is the task record For approvals, this is the parent/approving record Note: Approvals use two fields to define the parent record. If it's a task, in field sysapproval_approver.sysapproval. If it's not a task, using fields : sysapproval_approver.source_table, sysapproval_approver.document_id 5. How to verify which condition is missing in filter to misfire delegation? Apply below 3 conditions: Delegation Rule Conditions: active = true ( In this example as we had that active condition on delegation rule) Update Timeframe: sys_updated_on is on or after the date calculated from com.glide.delegation.default_days_since_update (set to 7 days) Assigned to is delegator This will get if any records eligible for delegation If we see any records , then we should see records delegated and we can verify records in sys_granular_delegate_m2m table. In the above example, there are no records that would match a Delegation Rule on change_request where type=Normal where David Loo is the delegator! 6. Are the schedulers running? Delegation business rules run asynchronously. Asynchronous business rules operate on a separate processing thread . The ServiceNow scheduler manages the execution of these rules. If the schedulers are not running—for example, because the instance is in debug mode—delegation will not occur. Usually Temp instance or copied instance will run on debug mode. Below KB helps to find out if the instance is in debug mode. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0623291 7. How can I ensure that delegation is working as expected and an issue with ESC portal? If records exist in sys_granular_delegate_m2m table, it indicates successful delegation. If these records are not appearing in the ESC portal, It might be an issue with tasks are not appearing because of impersonation. If you still see issues, please contact the HR team (App-HRSD-EJMAI-AMS-for assistance with ESC-related changes. 8. Can I see logs for Granular Delegation? The Delegation Logs table [syslog_delegation] may have some debug information about rules. In the example below, a record that was delegated to one or more users was updated. The logs show that the rule condition with sys id '1d0d814…` was evaluated but didn't match the record. Since the record had previously matched that rule, there is also a log showing that existing mappings were deleted (the delegates will no longer be delegated to that record. 9. Why is single record delegation through ESC(Employee Service Central) is not working? It shows success but delegate is not getting added. This is a known issue when we have multiple nodes configured. Cache is not getting flushed across nodes, this has been fixed as part of PRB1840636. There are few case tasks for the reference to replicate issue. CSTASK979678 and CSTASK990506 10. Whom to reach out after verifying all these configurations? Please reach out to Dev-Platform ISM team, if you do not see records in mapping table sys_granular_delegate_m2m for your filters If you see mapping records on table and not seeing on ESC , please reach out to App-HRSD-EJMAI-AMS 11. Are there any previous case tasks we can refer? CSTASK979678, CSTASK990506,CSTASK1061097,CSTASK936965,CSTASK1107594,CSTASK968123,CSTASK1095284 and CSTASK839324 12. which schedule job will trigger and generate the sys_granular_delegate_m2m record? "Map newly active delegates" job runs at midnight and does delegation mapping on the day the delegation starts. Means that the same logic applies as other places - it will delegate any existing records updated in last 7 days and match the rules. 13. if the delegates are not mapped, what to do? Verify for below things: Did the job run? Map newly active delegates" job runs at midnight and does delegation mapping on the day the delegation starts. Does the condition match the delegate record? Look for 5th question for more details on checking condition. Do the records match the delegation rule? Look for 5th question for more details on checking matching.