Overview of Work Item Types

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.