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Team Overview

View your team members, delegate approval authority, and manage leave to ensure smooth team operations and collaboration through the Support Portal.

Team management in ServiceOps enables you to maintain operational continuity by delegating responsibilities and managing team availability. This feature is particularly useful when team members are on leave, vacation, or unavailable for extended periods.

What is My Team?​

My Team provides a centralized view of your team members and their current status. It allows you to:

  • View all team members reporting to you.
  • Delegate approval authority to other team members.
  • Mark and manage leave for yourself and team members.
  • Ensure work continuity during absences.

Benefits

  • Operational Continuity: Ensure approvals and work continue even when team members are unavailable
  • Responsibility Delegation: Temporarily transfer approval authority to trusted team members
  • Leave Management: Centralized leave tracking and management
  • Team Visibility: Clear view of team structure and member availability

Prerequisites

Team Overview is available only if you have:

  • Super Admin role, OR
  • Manager role with team members reporting to you, OR

Viewing My Team​

Navigate to the My Team section in your Support Portal and you will see a list of technicians (Blue color) and requesters (Orange color) whose reporting manager is the logged-in user.

From here, you can do the following:

  • Search for the required user based on name, email, and contact number.
  • Delegate approval of the team members.
  • Mark leave.

Approval Delegation​

Approval delegation allows you to temporarily transfer your approval responsibilities to another team member when you're unavailable. This ensures that approval workflows continue without interruption.

When to Delegate Approvals​

Consider delegating approvals when:

  • You're going on vacation or leave.
  • You'll be unavailable for extended periods.
  • You need backup for approval responsibilities.
  • You want to distribute workload.

Delegating Authority​

To delegate your approval authority to another team member:

  1. Click the Delegate Approval icon next to the team member's name

  1. In the delegation popup, configure the following:
FieldDescriptionRequired
Delegate ApprovalEnable this option to allow users to delegate approval responsibilities to another user.Yes
Delegate ToSelect the team member to receive approval authorityYes
Delegation Start DateDate when delegation begins (must be future date)Yes
Delegation End DateDate when delegation endsYes
CommentsOptional notes about the delegationNo

  1. Click Update to confirm the delegation
Delegation Notifications
  • The delegated team member receives an email notification.
  • You receive a notification when you sign in to ServiceOps.
  • All approval requests during the delegation period are automatically routed to the delegated member.

Managing Delegations​

During the delegation period:

  • All approval requests are automatically sent to the delegated team member.
  • The delegated member can approve or reject requests on your behalf.
  • You can view delegation status in your My Team page.
  • Delegation automatically ends on the specified end date.

Leave Management​

Leave management allows you to mark and track leave for yourself and team members. This helps maintain transparency about team availability and ensures proper work delegation during absences.

Marking Leave​

To mark leave for a team member:

  1. Click the Mark Leave icon next to the team member's name

  1. Fill in the leave details:
FieldDescriptionRequired
TechnicianSelect the team member taking leaveYes
Leave TypeType of leave (Annual, Sick, Personal, etc.)Yes
Start DateLeave start dateYes
End DateLeave end dateYes
RemarksAdditional notes about the leaveNo

  1. Configure work delegation (optional):
  • Enable Work Delegation if needed.
  • Select the team member to delegate work to.
  • Choose the delegation duration by selecting the start and end dates.
  • Select work types to delegate (Requests and Changes).
  1. Click Save to confirm the leave
Leave Notifications
  • The team member receives notification about the leave.
  • Leave status appears in assignment dropdowns throughout the system.
  • A warning icon appears next to unavailable team members.

Managing Own Leave​

To mark leave for yourself:

  1. Navigate to your profile in My Team.

  2. Click the Mark Leave option.

  3. Fill in your leave details.

  4. Configure work delegation if needed.

  5. Save the leave request.

Self-Leave Management

You can mark leave for yourself if you have the appropriate permissions. This helps maintain transparency about your availability.

Best Practices​

  • Plan Ahead - Delegate responsibilities well in advance of absences

  • Clear Communication - Provide clear instructions to delegated team members

  • Monitor Progress - Check on delegated work periodically

  • Document Decisions - Keep records of delegation decisions and outcomes

Troubleshooting​

Common Issues​

ProblemSolution
Delegation Not WorkingVerify delegated member has permissions, check delegation dates, ensure member is active
Leave Not ShowingConfirm leave dates are entered, check leave type selection, verify member status
Work Not Being DelegatedEnsure work delegation is enabled, check delegation dates overlap, verify work types selected

Getting Help​

If you encounter issues with team management:

  • Check Permissions - Verify your role has team management permissions

  • Contact Administrator - Reach out to your system administrator for role adjustments

  • Review Documentation - Consult other relevant guides for detailed information

  • System Support - Contact technical support for system-related issues