Processing an Action
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An Action in Enate will begin in a status of ‘To Do’ until a resource has picked it up - this could be a human resource or a robot resource.
Once you start updating an Action sitting in this state, it will:
automatically assign to you and
the status will change to ‘In progress’
You can also choose to change the state yourself. This signifies that work is now underway and it will stay in 'In Progress' until it’s resolved – assuming e.g. no waiting for further information.
If you’ve picked up an Action in error, or if your reach the conclusion that it’s not a piece of work you’re going to be able to progress you can unassign it from yourself, either to another resource or just back to its Queue. This could be after 10 seconds or half an hour, but when you do this the system will automatically set the status back to ‘To Do’ to let everyone know that it’s not going to be progressed until another resource picks it up. You can also just manually set the status back to ‘To Do’ if for example you started working on it in error and need to quickly undo the status change.
Similarly if a robot resource rejects a piece of work its status will be set back to ‘To Do’ as part of handing it over for a human resource to carry out.
If you’re working on an Action and you have to temporarily halt work on it because you’re waiting for some additional information or because of some other temporary blocker, you should choose the ‘Wait’ status.
When placing an Action into a state of 'Wait', you need to specify the type of wait. The options are:
If you’re working on an Action and you have to temporarily halt work on it because you’re waiting for some for some information from a third party or client, you should choose 'Wait for more information'.
Upon confirming the 'Wait for more information' status, the Action will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until a response is received.
Once a response has been received, the Action will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.
If you’re working on an Action and you have to temporarily halt work on it until a specific future date/time, you should choose 'Wait Until'.
When you select 'Wait Until', you must specify the desired follow up date and time.
Upon confirming the 'Wait Until' status, the Action will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until the follow up date.
When this date is reached, the Action will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.
You signify completing the Action by marking it as Resolved.
Along with this there are two options to specify how the Action was resolved:
Complete
Unable to complete
Set this option if you cannot complete the required activity. Once you have confirmed this option, the Action will be closed and cannot be re-opened. The Case Owner will be notified of this and be asked to take the necessary steps to resolve at Case level. This may involve starting another copy of the Action, reworking the Case from a previous step, or moving on.
Enter the reason you are unable to complete the Action and hit the ‘can’t Complete’ button to confirm. The tab will close.
After the Action has been resolved, it will move to a state of 'Closed'.
Any subsequent mails received will launch a brand new work item. Once you have selected this, the Action will be closed and cannot be re-opened.
Impact on SLA clock: IF the Action's due date rule (configured during process design) has set to ON, SLA clock PAUSES while an Action is in this state. If it is set to OFF, the SLA clock CONTINUES while the Action is in this state.
Impact on SLA clock: IF the Action's due date rule (configured during process design) has set to ON, SLA clock PAUSES while an Action is in this state. If it is set to OFF, the SLA clock CONTINUES while the Action is in this state.
