The Case Screen

The Case screen has the same overall layout as the Ticket and Action 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 Case screen also contains some Case-specific features.

Case Title

At the top of the Case screen, you'll see the context of the Case, made up of:

Customer name - Contract name - Service name - Case Process Name

For example:

The Case short description is shown on the right-hand side of the screen. If the 'Allow Title Change' option has been selected in the Case Info tab in Builder, you will be able to edit the short description of the Case. While the Case is still in a status of Draft you can always edit it, whatever that setting says.

This is the title that will then appear at the top of the Case's tab.

This is the title that will also appear in the 'Title' column of the homepage grid.

You can copy the Case's reference number and title by clicking on the copy icon in the tab:

Viewing the Actions of a Case

The Case screen display is laid out to emphasise visibility of the Actions which are run for it. To support this, an additional dedicated 'Actions' tab exists which allows you to quickly see the status of its Actions and to access them. This is the default displayed tab in this section for Cases.

This tab shows the following information for any Actions under the Case:

• Current State icon

• Action reference number

• Action title and instructions

• Due Date, Assignee, Queue

• State in text form

Actions will be displayed in order of:

1. Status, with Actions in a status of To Do at the top, followed by Actions in a status of In Progress, then Waiting, then Resolved, then Closed. If all the statuses are the same, then the Actions will be displayed in order of:

2. Due date, with the Actions due soonest at the top. If all the due dates are the same, then the Actions will be displayed in order of:

3. Time remaining when paused, with the Action with the least amount of time remaining when paused at the top. If the time remaining when paused is the same for all the Actions, then the Actions will be displayed in order of:

4. Step number, with the Action with the lowest step number at the top. If the step numbers are all the same, then the Actions will be displayed in order of:

5. Start Date/Time, with the Action with the most recent start date/time at the top. If the start date/time is the same for all the Actions, then the Actions will be displayed in order of:

6. Reference number

Sub Cases

Sub Cases are created from an existing 'parent' Case that retain a link to their 'parent' Case will behave according to its own specific configuration, but its parent Case will not complete until all of its Sub Cases have completed.

You can create Sub Cases by clicking on the '+ Work item' link shown near the tabs section of a Case and the choose the 'Sub Case' option from the dropdown.

The Sub Cases tab will show the Sub Cases for that Case.

If a Case reaches the end of its last step with its Actions complete but a Sub Case still running, the Case moves into a status of Waiting with a wait type of 'Related Work Items'. It resolves itself once the Sub Cases complete.

See here for more information about Sub Cases:

Sub Cases

Viewing Work Linked to a Case

Another feature of the Case screen is the option to launch a Case or Ticket from the Case to create a 'Linked' relationship between the work items.

Items created in this way will retain a link to the original Case / Ticket and will show on a Links tab within it, making it easy to track a group of work items which relate to each other.

See here for more information:

Working with Linked Work Items

Due Date

The Case's due date will display, colour-coded to show if the date is:

On schedule:

Due today:

Late:

Override Due Date

If a Case has been configured with an override due date option in Builder, then you will be able to override the due date of a Case 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 Case has been assigned, and who to.

You are able to reassign and unassign an Case, or assign the Case to yourself if it has not been assigned to you already.

See here for more information about assigning work in Enate:

Assigning / Reassigning / Unassigning Work

Case Assignment

Please note that Cases behave differently to Actions and Tickets in terms of assignment and how they appear in a user's workload: Cases do not automatically assign to users in the same way that Actions and Tickets do, as the majority of operational work within a Case is carried out on its associated Actions. Cases will auto-assign to relevant users where work has been explicitly escalated or requires direct intervention by the Case Owner.

As a result, Cases do not typically populate a user's Work Inbox, which is reserved for actionable items requiring immediate user input. Instead, Cases are visible in the Owned Work section, allowing users to retain ownership and oversight of the Case while focusing their inbox on active Actions and Tickets. In short: if you see a Case item in your Work Inbox, it will most likely be because something has happened at the Action level which needs your input or new information has been received at the Case level that you can review such as the merging of a Ticket to the Case or the arrival of an inbound email.

Changing a Case's Status

The status button sits in the header ribbon at the top of the Case screen, next to the Save Changes button. It shows an icon and the name of the status the Case is currently in, and it is colour-coded to that status. Click it to open the dropdown of statuses you can move the Case into.

The dropdown always offers the same four statuses:

• To Do

• In Progress

• Waiting

• Resolved

Closed only appears in the dropdown when the Case is already Closed, and it cannot be selected. Draft is not offered either. A manually created Case starts in Draft and leaves Draft the first time you save it.

Confirming the change

Selecting a status from the dropdown does not change the Case on its own. To change a Case's status:

1. Click the status button in the header ribbon and select the new status.

2. Fill in any further information the Info Card now asks for. Waiting asks for a wait type and, for 'Wait For More Information', a wait reason. Resolved asks for a resolution method. Moving a Case that needs attention to In Progress asks you how to proceed.

3. Click Save Changes in the header ribbon. On a Case that is still in Draft, this button reads Save.

Until you click Save Changes, the status has not changed. Leaving the Case without saving leaves it in its previous status.

The border of the Info Card highlights in a colour relating to the current status. Once you have clicked to save, the system will process the changes, and the border colour and new status will change to confirm that the status update has occurred.

When you save a move to To Do, Waiting, Resolved or Closed, a confirmation message appears, for example 'Case 10040-C successfully submitted as Waiting'. Clicking the message reopens the Case.

What happens to the tab

If you move the Case to In Progress, the Case tab stays open. For every other status the tab closes and you are returned to the page you came from. A label under the status tells you this in advance.

When you cannot change the status

Selecting a status also assigns the Case to you if nobody is working on it. The status button is disabled, and the Save Changes button is hidden, when:

• The Case is assigned to another user. The Info Card shows 'Please assign this work item to yourself before making any changes.'

• The Case is Resolved or Closed. A Resolved Case can still be reopened if the Case has been configured to allow it.

If your Work Manager role does not include the 'Assign work item to self' permission and the Case is unassigned, selecting a status has no effect and the message 'Work item cannot be auto-assigned to you at the moment.' appears.

Case needs attention

When something stops a Case progressing, Enate puts it into To Do and flags it as needing attention. The Info Card shows a warning reading 'Case needs attention', with a tooltip telling you that to progress the Case further you can rework from a previous Step or Action, set it to 'In Progress' manually, or pause the Case.

Below the warning is a checkbox reading 'Issue resolved, allow the Case to continue'. Tick it to clear the flag. Until you do, the Case will not launch any Actions that are queued up waiting for it.

When you move a Case that needs attention from To Do to In Progress, the Info Card asks 'How to proceed' and offers whichever of these apply:

Option	When it is offered
Resume	One or more of the Case's Actions is still running.
Move to Next Step	The Case is not on its last step, or work is still outstanding.
Complete	The Case is on its last step with no running Actions and everything completed.

See here for more information about processing a Case:

Processing a Case

Status information in the Info Card

While a Case is in Draft, To Do, In Progress or Waiting, the Info Card shows:

Field	Description
Status Set By	The user or robot who set the current status. Not shown when the system set it.
Reason	Why the status changed.
Date/Time	When the Case entered its current status.
Last Updated By	Who last changed data on the Case.
Last Updated On	When data was last changed on the Case. Shown in place of Last Updated By when no user has updated the Case.
Last Reopened By	The user who last reopened the Case, with the date and time. Only shown if the Case has been reopened.
Started By	The user, or the method, that created the Case, with the date and time.
Initial Request	The start date of the original request, when the Case was created from another work item.
Linked Schedule	The schedule period the Case belongs to, if it was started from a schedule.

Once the Case is Resolved or Closed, the Info Card shows Resolved By, Reason, Date/Time and Resolution Method instead.

These are the reasons you will most often see against a Case's status:

Reason	When it is used
Newly Created	The Case has not been updated since it was created.
Updated By Resource	A user or a robot changed the status.
New Information Received	An email or Self Service message arrived.
Schedule Date and Time Reached	A 'Wait Until' follow up date and time was reached.
Previous Step Completed	A step finished and the Case uses manual step progression, or the next step is empty.
All relevant Actions completed	Every Action and Sub Case has completed.
Action Unable To Complete	An Action was resolved as 'Unable to Complete'.
One or more Actions not completed successfully	The Case finished its work but something did not complete cleanly.
Sub Case Completed / Sub Case Cancelled	A Sub Case finished or was cancelled.
Sub Case Not Yet Started	The Case is waiting for a Sub Case to start.
Blocked By Business Rule	A business rule stopped the Case continuing, for example a missing mandatory contact.
Rework	The Case was reworked.
Cancelled	The Case was cancelled.
Updated By Enate	The Enate system changed the status.

Note that not all of the above information will be displayed every time, the information that is shown depends on the status of the Case and how the Case has been configured in Builder.

Side Panel

Viewing the Settings of a Case

The Settings Card shows you detailed information about the Case, including:

• The context of the Case (Customer>Contract>Service>Case Process).

• When, how and who created the Case

• If this Case was created from another work item, the initial request date shows the start date of the original request, allowing you to capture the entire length of time it has taken to complete a request.

• Keep with me: a user who is the owner of a Case will be alerted and assigned to the Case when new developments such as the arrival of an inbound email or the merging with a Ticket occurs. Once the user acknowledges the new information, they will be automatically unassigned from the Case, however they will still remain as the owner of the Case.

• Keep Action with me: all future Actions within a Case will automatically be assigned to the user who has the "Keep Action with me" option selected.

• Send Automated Emails: the option to send automated emails for the Case. At the moment, the only automated email available to send for cases is a Case creation acknowledgement email.

• Record Count: depending on configuration for the Case in Builder, the record count may or may not be displayed here. If it is, the record count is editable.

• If a schedule has been set for the Case, it will also be displayed on the settings card.

Case's Contacts

The Contacts Card is where you can specify the people who relate to the Case.

By default, the available relationships are:

• Primary Contact: the main person you are dealing with for this Case. This is may or may not be mandatory for Cases, depending upon Case configuration in Builder.

• Requester: the person that raised the initial request. This is may or may not be mandatory for Cases, depending upon Case configuration in Builder.

• Subject: who the Case is about.

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.

Where contacts are mandatory for the Case, exactly one contact must be tagged as Primary Contact and exactly one as Requester before you can save any status change. A Case started from an email or a schedule that is missing its Primary Contact is flagged as needing attention rather than being blocked.

Note: it is possible to add further relationship types into the system. See here for more information on how to add contact tags.

A Case's Contacts Card will not usually be auto-populated, so you need to manually add a contact. You can do this by searching for a contact in the Contacts Card.

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:

Time Tracking

Custom Card

Additionally, a Custom Card can be configured to display custom data..

See here for more information:

Custom Cards

Defects Card and Recording Defects

When you're working on a Ticket, Action or Case, operational issues can occur which have an effect on how you're able to deliver the process. It is important to record these as a way to highlight them for others who may view or work on the item, and to help with longer term efforts to improve process delivery.

Watch this video to find out more about recording defects in Enate.

You can also go to the dedicated article to find out more:

Defects Card and Recording Defects

Any defect you have added must have a category, a description and a party at fault before you can save a status change.

Activities Launched from the Case 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 the Case by selecting the 'Rework' tab from the Case screen.

Rework is only offered while the Case is in a status of To Do, In Progress or Waiting, and only on Cases that are not configured to allow reopening.

See here to find out more about reworking a Case:

Reworking a Case

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 the Case using the 'Start Action' feature.

This option, along with 'Sub Case' on the '+ Work item' link, is only offered while the Case is in a status of To Do, In Progress or Waiting.

See here to find out more about manually launching an Action from a Case:

Manually Launching An Action

Further info on the Case screen

New Information Received

When a new email has come in for a Case 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.

If the Case was waiting for more information, the arrival of new information moves it back to To Do. If the Case is Resolved and still inside its feedback window, new information reopens it into To Do.

Standard Operating Procedure

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