Delegated activities

If an activity is delegated by modifying the Responsible staff member, the Monitor flag can be set auto­matically as a default. The PSA_ACT_SET_MOD_ALR environment variable allows you to specify the default behavior.

• If the activity is accepted, the current user becomes the responsible.
• If the activity is refused, the delegating person becomes the responsible.
• If the activity is completed from the status Delegated, the current user only becomes the responsible if the delegating side was a team. This ensures that the history remains correct if activities are finished by a third person in the name of the responsible.

In tasks, appointments and phones calls have the Fixed flag. If set, some fields ,e.g., the deadline (due date), can only be modified by the person who delegated the activity. The flag itself can only be changed by the delegating person or a JustRelate CRM administrator. Please do not mistake the Fixed flag for fixed access to the record.

In particular when delegating appointments, the new responsible is informed promptly, because they actually will see the appointment concerned only on its start date in the Entry Portal. If the appointment lies in the future, the responsible needs to open the weekly or monthly view to learn about the delegation, which may be too late. This is why delegating  causes a message to be automatically sent to the responsible or the members of the responsible team for appointments, tasks and calls.

When the Responsible changes, it may be necessary, depending on the purpose, to keep the previous contact in the attendee list, e.g. if the appointment or phone call is delegated. Also, in the case of external appointments, for example, it must be possible to replace the Responsible who has been automatically assigned by the system with the correct Responsible or the Main participant without losing them as an attendee.

To control such scenarios, an option (checkbox), Delete [....] from attendee list, is displayed in the contact selection dialog of an appointment and a phone call if a responsible or a main participant is already set.

• Checkbox ON (default): After selecting a different contact, the previous one is removed from the attendee list.
• Checkbox OFF: The previous responsible is replaced by the new contact as the "main initiator". The previous responsible remains in the attendee list and receives the "required attendee" role. The main participant is given only the "required attendee" role.

With JustRelate CRM, the appointment status changes to Delegated after the initiator has entered a different respon­sible. If the groupware connector is used, the delegated appointment is synchronized accordingly.