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The Action Screen

The Action screen has the same overall layout as the Ticket and Case screen, and the same basic features including adding a note to a work item, sending an email, viewing the files and links attached and viewing the comms/timeline, but the Action screen also contains some Action-specific features.

Action Title

At the top of the Action screen, you'll see the title of the Action, made up of:
Customer name - Contract name - Service name - Case Process name - Action Process name
For example:
The title of an Action is automatically set and is not editable.
If the short description of the Action's Case has been edited, the changes to Case Short Description will be reflected in the Actions Screens of all the Case's Actions (you may need to refresh your Action screen for this to take immediate effect) and the title of the Action will be made up of:
'Action Reference - Case Short Description - Action Process Name' '10040-C-A1.1 - Jack Jones new starter - HR Approval'
Note that the Case Short Description cannot be edited directly from an Action.
This is the name that will be shown in the Action tab:
The Case's short description is also the title that will also appear in the 'Title' column of the homepage grid for the Action.
You can copy the Action's reference and number by clicking on the copy icon in the tab:

Due Date

The Action's due date will display, colour-coded to show if the date is:
On schedule:
Due today:
Late:

Override Due Date

If an Action has been configured with an override due date option in Builder, then you will be able to override the due date of an Action by clicking on the due date in the header and changing the date in the popup.

Assignee

You can also see whether or not the Action has been assigned, and who to.
You are able to reassign and unassign an Action, or assign the Action to yourself if it has not been assigned to you already.
See here for more information about assigning work in Enate:

Side Panel

Viewing an Action's Status

In the Info Card you can see the status of the Action and change the status as needed.
The main label on the left side of the Info card will display the status the Action is currently in. The dropdown button on the right side gives options for the states which you can move it into as part of processing.
See here for more information about processing an Action:
Once you have selected the new status from the dropdown and filled in any further required information, click the button to confirm.
The border of the Info Card highlights in a colour relating to the current status – once you have clicked the button to change status, the system will process the changes – the border colour and new status will change to confirm that the status update has occurred.
When changing the status of a work item, if you are moving it to a state of 'In Progress', the work item tab will remain open upon confirming the new status. When changing to any other status, e.g. 'Wait' or 'Rejected', the tab will automatically close. A label under the Status will inform you of this in advance.
In addition to showing the Action's status, the following information is displayed directly underneath:
  • Set by - who set the status
  • Reason - the status change reason - i.e. why was it changed, this could be manual or as part of a process)
  • Date - when the status was changed
  • Last Updated By - who last changed some data on the Action
  • Last Updated On - when some data was last changed on the Action.
Note that not all of the above information will be displayed every time, the information that is shown depends on the status of the Action and how the Action has been configured in Builder.

Viewing an Action's Settings

The Settings Card shows you detailed information about the Action, including:
  • the Action's context (Customer>Contract>Service>Case Process). This cannot be modified.
  • Action Instructions
  • the Action's parent Case, a link to the parent Case and a symbol showing the state of the Case
  • when the Action was created and who by
  • Keep with me - the option to keep the Action with the current user

Action's Contacts

The contacts card is where you can specify the people who relate to the Action.
By default, the available relationships are:
  • Primary Contact – the main person you are dealing with for this Action.
  • Requester – the person that raised the initial request.
  • Subject – who the Action is about (this may be neither of the above).
Very often all three will be the same person.
  • CCs – any further contacts which can be copied on any correspondence. When a contact is tagged only as ‘CC’, it will be displayed in the separate CCs section (hidden until any CC-only contacts exist on the work item.
Note: it is possible to add further relationship types into the system. See here for more information on how to add contact tags.
An Action's contacts will usually be auto-populated as the same as the contacts for the parent Case. However, if the Action's contacts are not auto-populated or if you want to add a different contact to the Action, you can add contacts to the Action manually by searching for them in the Contacts Card. This change will also be reflected in the Case's contacts too.
If you search for a user in the contacts card that does not exist in the system, you can create a new contact by clicking on the ‘Create Contact’ option and filling in the contact's details.
If you have written the email address for the contact, the system will decode and auto-populate the first name and last name of the contact. Once you fill in all the information and click on create contact, the system will redirect you back to the work item.
When you manually add a contact they will be set as the Primary Contact, Requester and Subject by default. You can manually reassign these tags to other users afterwards.

Time Tracking

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.
See here for more information about time tracking:

Custom Card

Additionally, a Custom Card can be configured to display custom data..
See here for more information:

Defects Card

If defect categories have been configured in the service line for an Action in Builder, a Defects Card will show in that Action's screen in Work Manager that provides the functionality to record defects for the corresponding Action, if anything has gone wrong in the process. These can be included in MI/ Dashboarding to identify areas of the business which need to be investigated.
The ‘Party at Fault’ dropdown captures who was at fault for the occurrence of that defect. You can select whether an Agent was at fault, the Service Centre was at fault or whether it was because of the Client.
If a defect gets resolved, then the user can open the specific Action and its defect and mark it resolved. Defects can be deleted while the Action is in progress.
If the 'Restrict Defect Modification' setting in the System Settings section of Builder is enabled, there will be restricted access to edit the details of any existing defects on the card. Specifically: while any service agent can always ADD a defect record and mark one as resolved, only the agent who created a specific defect will have access rights to make subsequent changes to / delete its details.

Checklists

Some Actions have a checklist section. This shows the checks which are required for this Action - defined during its configuration in Builder.
In order to mark an Action as complete, you must confirm for each item in the checklist whether you have completed it (the options are Yes, No, N/A) and you may need to add a note for each check.
You can also see the name of the person who last updated the item in the checklist and when this update was made.

Activities Launched from the Action Screen

Reworking a Case

If issues have occurred during the running of a Case you may wish to rework the Case. You can do this from an Action by selecting the ‘Rework’ tab from the Action screen.
See here to find out more about reworking a Case from an Action:

Starting an Action Manually

Most often the Actions in a Case are started automatically (either by process flow or based on schedules). However, if an Action has been configured to be manually startable, you can do this from an Action using the 'Start Action' feature.
See here to find out more about manually launching an Action from an Action:

Further Info on Action Screen

New Information Received

When a new email has come in for the Action that hasn't been read yet, the New Information icon will be highlighted. Clicking on it shows you when the new email was received.
You can choose to mark the new information as read which will set the New Information icon back to normal. You can also mark the information as unread by clicking on the 'Mark as New' option.

Viewing Case Progress

You can view how the Case that the Action belongs to is progressing by clicking on the map icon. will bring up the Case progress popup. This displays the progress made on steps in the Case, showing completed steps in green, the current step in orange and future steps in grey.
If you do not want any percentages to show here, simply leave them blank when configuring the Case’s steps in Builder.

Standard Operating Procedure

This provides a link to the Standard Operating Procedure for the work item that has been set in Builder.