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There are three types of Work Item in Enate:
Tickets – Used for modelling single-part activities, e.g. queries. Tickets are standalone and are not part of a business process. Can be promoted to become a specific type of Case.
Cases – Used for modelling multi-part activities (i.e. business processes).
Actions – the constituent parts of a Case, i.e. a Case is made up of a flow of Actions. Contains a set of instructions, often a checklist of activities to track progress within the Action. These can be manual (can be carried out by humans and bots) or automatic Actions, e.g. auto sending an email.
The timeline shows the history of activity that has taken place for a work item in a chronological list. It is divided into the Comms Tab which shows the communications history for the work item and the Timeline Tab which shows all of the activity that has taken place for the work item. See the following video for more information.
The Comms tab shows the communications history for a work item, such as emails, log activity and notes. For Tickets and Actions, the timeline section will display the Comms tab by default.
The communications will be displayed in chronological order with the most recent at the top and the most recent email communication will be auto expanded by default. You can expand items to view them in more detail.
Incoming communications which have arrived on the work item since it was last accessed by an agent will display on the timeline with a green dot to make you aware of the new communications. The green dots will clear after any manual update is made to the work item and you hit ‘Submit’. The system does not clear the green dots based purely on the work item being viewed, as it could be viewed by multiple parties. Instead, in order to ensure that the agent tasked with working on this item is aware of such recent updates an explicit update to the work item is needed before the green dot will clear.
Additionally, if another Ticket has been merged into the work item you are currently viewing, any communications from that now merged Ticket will initially display on the timeline highlighted with green dots to make you aware of the new relevant communications. These will again clear the next time the work item is manually updated.
You can choose which communications you wish to see on the comms timeline by clicking on the filter icon.
The number next to the filter icon lets you know how many types of communications you are able to see out of the total number of types of communications available.
You can choose to filter the Comms tab by the following communications:
Cancelled - this shows emails that have been cancelled, when they were cancelled and who they were cancelled by
Failed - this will shows emails that have failed to send and why they failed to send. Note that you can try to resend failed emails from the Timeline section by clicking the 'Retry' option.
Incoming - this will shows emails coming in from a third party, when they arrived and who they were sent by
Outgoing - this will shows emails going out to a third party, when they were send and who they were sent by.
Scheduled - this will shows emails that are scheduled to send at a later date, when the emails are scheduled to send and who and who set the schedule. You also have the option to send the email now or to cancel the email from the Timeline. Additionally, when an Undo Send time is set, the option to send emails straight away or to cancel sending the email
will appear in the Timeline during the Undo Send period (see here for more information about the Undo Send option) when scheduled emails are set to appear in the Timeline.
Log Activity
Incoming and outgoing phone calls
Incoming and outgoing letters
Notes - this shows the notes that have been added to the work item
Self Service - this shows communications entered by self Service Users
(If the work item is a Ticket) Ticket Initial Description - this shows the initial description under which a Ticket was submitted
When this is switched on, the comms tab will display communications not just from this work item, but for all related work items.
When a related work item appears on the timeline, its reference will be displayed in the timeline.
This setting is switched on by default for Cases so that when viewing a Case, you will also be able to see communications for all of its corresponding Actions.
This option is switched off by default for Tickets and Actions, so they will default to only displaying communications from this work item.
When switched on, system-generated communications such as auto-created submission confirmation emails which Enate sends out will be displayed. This option is off by default.
The timeline tab shows the all of the activity history that has taken place for a work item, such as allocation changes, status changes and information about the quality of the work item, as well as all of the communications information that is also displayed in the comms tab.
The items will be displayed on the timeline in chronological order with the most recent at the top.
You can choose which activities you wish to see on the timeline by clicking on the filter icon.
The number next to the filter icon lets you know how many types of communications you are able to see out of the total number of types of communications available.
In addition to all the communication options, you can choose to filter the timeline tab by the following information:
Allocations
Queues - when the work item has moved to a different Queue
Reassignments - the shows when the work item has been reassigned to another user
Case Rework History (Cases Only)
If a Case has been set to rework, the timeline will show who set the Case to rework, when it was set to rework, and the Step number and Action it was set to rework from.
Email Attachment Deletion
This shows when an email attachment has been deleted. It includes the file name of the email attachment that was deleted, the subject of the email it was attached to, who deleted it and when it was deleted.
Quality
Due Date Missed - this shows when the due date for the work item has been missed
Due Date Changed - when the due date of the work item, the timeline will show when it has been changed to, who changed it and when they changed it
Status Changes
this shows when the work item status was changed (e.g. from In Progress to Resolved), who it was changed by and the reason it was changed. The icon on the left will reflect the status the work item was changed to.
If the status has changed to Wait, the Timeline will also show the Wait type
If the status has changed to Resolved, the Timeline will also show the Resolution Method
when a Peer-Review Action is in the peer review stage
If a Case has a problem
Include Related Work Items
When this is switched on, the timeline will display information not just from this work item, but for all related work items.
When a related work item appears on the timeline, its reference will be displayed underneath the icon.
This setting is switched on by default for Cases so that when viewing a Case, you will also be able to see information about all of its corresponding Actions.
This option is switched off by default for Tickets and Actions, so they will default to only displaying information from this work item.
The one exception is when merging a Ticket, any Tickets which were closed due to merging will default to display the information from the downstream related Ticket.
Include System-Generated Activities
When switched on, system-generated timeline entries such as auto-created submission confirmation emails which Enate sends out will be displayed. This option is off by default.
Click the Note tab to add a note. Anyone can add an internal note to a Ticket, Case or Action – you don’t have to have it assigned to you, and adding a note won’t auto-assign the work to you. These are notes for internal use and the external contacts won’t ever see them.
If desired, you can specify which kind of interaction resulted in the note, e.g. phone incoming / outgoing etc.
If we we are adding a note to a Ticket assigned to ourselves, we have the additional option of Adding a Note & Resolving the work item which will resolve the work item when we click on it.
After adding the note, the screen will refresh with the new note displayed on the timeline.
If you have started to enter a note but have not saved it, the tab will display a ‘*’ marker on the tab alerting you to this.
If you subsequently try to close the work item tab with this ‘in-progress’ items still unsaved, the system will alert you asking if you wish to proceed.
Custom Data can be added to Tickets, Cases and Actions to capture bespoke information on these work items as they run through process. The information is displayable via Custom Cards. Custom Cards can be set to display in the main section of the work item, and also as a section of the side panel on the right side of the screens.
Custom Cards can be designed (with HTML, Typescript and CSS) to surface almost any content, e.g. content from other systems.
Custom Cards can be linked up to standard system validation in order to e.g. make filling in of certain data on a card a requirement before you can progress a work item.
If you have a work item open and are modifying custom data, Enate will check for any data conflict when you go to update the work item. Specifically, a check will be made to see if another user has accessed the work item and changed any of its custom data since you opened it. If so, a confirmation message box will be displayed to you asking whether you wish to proceed with your update (which will override their changes) or instead cancel and refresh your screen to see (and keep) those latest changes.
If you wish to quickly re-access a work item (e.g. you wish to re-open a work item tab you’ve just closed down), open the ‘Recently Accessed’ link from the navigation dropdown.
This will display a list of the last 20 items which you have accessed (along with datetime the tab was closed), ordered by most recent first. Click an item to re-open the tab.
The files tab shows all of the files and links that have been added to that work item and its related work items, plus attachments for incoming and outgoing emails.
Any files/links for the current work item which is open are displayed at the top of the files tab, and any for its related work items are shown in a separated section below this. Items are sorted by the date/time they were uploaded with the most recent at the top.
Various icons help you to identify further information:
Please note that when upgrading from versions older than 2022.3, the files attached directly to a work item will all show in the 'Other work items' section without a reference number. Email attachments for this work item's emails will show in the 'Current' section however.
If the work item is assigned to you, you can add files and links to a work item in the Files tab. Multiple files can be uploaded at one time. Click the upload links at the top of the tab to upload.
You can also drag and drop files into the files tab to upload them.
Note: The maximum size per file is 100.00 MB.
You can also add tags to multiple files and links at once by selecting one or more items and using the icon which are then displayed in the Files tab header.
Once tags have been added, the files/links will become available for auto-adding to emails with matching tags, allowing you to ensure that all documents of a relevant type are included with specific emails / email body content.
When a canned response text is inserted into a manual email or when a new email is auto-created and sent in-process, the system will identify any tags linked to the canned text / email template and will then auto-attach all of that work item’s files which share the same tag. Tags are linked to the canned response / email content as part of system configuration by administrator users in Builder when creating email templates.
Tagging files is also an important feature for processes which involve automation technology. Example: if a downstream automated Action needs to know which of the files you’ve attached to your Case is the ‘Invoice Confirmation’ file, you can tag the relevant files as such and, no matter the file name, the automation technology would know to select that file based on its tag. Such external automation technology can equally well supply tags as part of uploading documents into Work Items in Enate for further downstream manual / automated use.
Note: If file tags are not configured in your system then this ‘add file tag’ option will not be displayed.
You can also add notes to files and links to provide a brief description of the content or to provide any other information that might be useful.
You can also add notes to multiple files and links at once by selecting one or more items and using the icon which are then displayed in the Files tab header.
The menu on the right lets you preview an individual file. The preview will open in a new tab.
If the file is not previewable, a confirmation banner will pop up to explain this, and to offer an option to download the file. The file types supported for preview are as follows: txt, pdf, jpg, jpeg, jpe, jif, jfif, jfi, png, gif, web, tiff, tif, heif,heic, svg, svgz.
You can download individual files by clicking on the option in the menu on the right.
You can download multiple files at once by selecting the files you wish to download and selecting the option at the top of the screen. These can be downloaded as multiple individual files or as a single compressed ZIP file via the ZIP download option here.
You can delete files or links individually by clicking on the menu on the right.
You can also delete multiple files/links by selecting the files/links you wish to remove and selecting the delete option at the top of the screen.
You can filter the files and links being displayed in the files tab by using the filter option at the top. You can filter by: Attachments, Outgoing Email Attachments, Incoming Email Attachments and Links.
There's also a freetext search available to help you locate individual files or links. You can search based on the various text groups on display - Filename, Tag info and Notes texts.
To help you manage activity against your SLAs, Enate allows users to track the time it takes for work items to be completed, both as an overall total and broken out by the various resources who may have worked on it.
The Time Tracker Card in work items tracks the time of each individual browser session that the item is worked on; time is tracked whenever a work item is open on-screen, regardless of whether it is assigned to the user or not and regardless of what state the work item is in. Time tracking halts when the work item tab is closed. See here for more details about in the Time Tracker card.
The card displays the length of time of the current session, a combined total of the length of time of all previous sessions, and - for Actions and Tickets - the expected time required to complete the work item.
Note: You are able to pause and reset the time being recorded for the current session, regardless of whether or not you are the work item's assignee.
Additionally you can edit the time of the current and your previous recorded sessions, regardless of whether or not you are the work item's assignee. However please note that only Team Leaders are able to edit the time recorded by other members of their team, whereas Team Members are only able to edit the time recorded for their own sessions.
Expanding the Time Tracker card displays the recorded time for previous sessions, as well as who was working on the work item during that session, how long the session lasted and if the session's recorded time has been edited.
Clicking on the information icon lets you see the date and time when the session was recorded and, if the work item is a Ticket, which category it was assigned to during that session.
You can edit the time of the current and previous recorded sessions, regardless of whether or not you are the work item's assignee. However please note that only Team Leaders are able to edit the time recorded by other members of their team, whereas Team Members are only able to edit the time recorded for their own sessions.
Manually editing the current time-on-task will save that edited time as a new row in the history.
You will be able to see further information including when an edit was made and who by when you open the card in full-screen mode.
Note that time tracker values for work performed by robots are read-only.
You can click the expand icon to open the card in full-screen mode. Here you can see the length of time of the current session, a combined total of the length of time of all previous sessions, and, for Actions and Tickets, the expected time required to complete the work item. You will also be able to see more detailed information about the individual session, as well as information about edits made to the recorded time:
The expected time required to complete the work item can be configured in Builder for Actions and Tickets. Note that this information will only display if:
An Estimated Effort value has been entered for this Action / the selected Ticket Category in Builder.
The system-wide setting to display estimated effort is set to On.
Time is tracked whenever a user has the work item open and displayed on-screen. Time will not be tracked when the Time Tracker Card has been paused. You can find more detailed information about whether time is tracked or not in a particular scenario from the table below.
The Enate system will always keep a record of the automatically recorded time (i.e. not manually edited). This is a record of the amount of time which the work item tab was displayed directly on screen. This data is not displayed to you but can be accessed for MI / reporting purposes. Please note that the time tracker tracks ALL accessing of the work item, even after it is completed. Manually editing the current time-on-task will save that edited time as a new row in the history. The ‘time on task’ box will subsequently display the auto-running count of the time since you started the manual edit of the previously displayed value.
You can see the name of the file, what type of file it is, its size, who uploaded it (and when), plus the reference number and of the work item it was uploaded to. You can also see the and that have been added to the files.
Standard file attachments are denoted with a paperclip icon:
Links are denoted with a links icon:
Attachments from incoming emails are denoted with a green email icon:
Attachments from outgoing emails are denoted with a blue email icon:
All files in the files tab are available to and links are available to add to the email body.
By default, all types of files can be uploaded, however filetypes can be restricted by specifying acceptable types in the section of Builder.
Tags can be added to files and links. Tags help you to add structure to your files - important when sending out information. The tag titles available to you are .
User
Who was working on the work item
Time
The start and end time and total length of time of the recorded session
Date
The date when the session was recorded
Time Edited By
Who last edited the session's recorded time
Time Edited To
What the session's recorded time has been edited to
Date Edited
The date when the session's recorded time was edited
Ticket Category (Ticket Only)
The category that the Ticket was in when the time was edited
Scenario
What happens with the running counter
Work item is open on-screen - assigned to me / not assigned to me
Time is tracked
Work item tab is closed
Time tracking stops and the current time tracking session is ended. Any subsequent activity will start a new time tracking session.
User selects a different work item tab
Time tracking for the original work item pauses when it is not open on-screen
User re-selects the original work item tab
Time tracking starts again as part of same session
Composing email for a work item in an email pop put while the work item tab is still selected in the main browser window
Time is still tracking
The browser is minimised, but the work item tab is still the selected work item tab in browser window
Time is still tracking
The computer is locked, but Enate was still running and that work item tab was still in open on-screen
Time is still tracking but will stop upon Enate session timeout
User logs out of Enate session
Time tracking stops and the current time tracking session is ended. A new time tracking session will be started when the user logs back in.
The browser is closed unexpectedly / computer is closed unexpectedly / internet connection is lost
The Enate system will have a record of the most recently polled time (within last 3 minutes) and the current time tracking session is ended. A new time tracking session will be started when the user logs back in.
