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:
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'
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.
On a Manual with Peer Review Action that is currently with the reviewer, the due date you override is the peer review due date rather than the Action's own due date.
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:
Assigning / Reassigning / Unassigning WorkChanging an Action's Status
The status button sits in the header ribbon at the top of the Action screen, next to the Save Changes button. It shows an icon and the name of the status the Action is currently in, and it is colour-coded to that status. Click it to open the dropdown of statuses you can move the Action into.
The dropdown always offers the same four statuses:
To Do
In Progress
Waiting
Resolved
Closed only appears in the dropdown when the Action is already Closed, and it cannot be selected.
Unlike a Ticket or a Case, an Action never sits in Draft. Enate creates Actions in a status of To Do.
Confirming the change
Selecting a status from the dropdown does not change the Action on its own. To change an Action's status:
Click the status button in the header ribbon and select the new status.
Fill in any further information the Info Card now asks for. Waiting asks for a wait type and its settings, Resolved asks for a resolution method and, for some outcomes, a comment.
Click Save Changes in the header ribbon.
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.
What happens to the tab
If you move the Action to In Progress, the Action 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 Action to you if nobody is working on it. The status button is disabled, and the Save Changes button is hidden, when:
The Action is assigned to another user. The Info Card shows 'Please assign this work item to yourself before making any changes.'
The Action is Resolved or Closed. Actions cannot be reopened.
The Action is a Manual with Peer Review Action that is with the reviewer, and you are the person who did the work. You cannot review your own work.
The Action is a Manual with Peer Review Action that is with the reviewer, and your Work Manager role does not include the 'Peer review Action Full Access' permission.
If your Work Manager role does not include the 'Assign work item to self' permission and the Action is unassigned, selecting a status has no effect and the message 'Work item cannot be auto-assigned to you at the moment.' appears.
See here for more information about processing an Action:
Processing an ActionStatus information in the Info Card
While an Action is in To Do, In Progress or Waiting, the Info Card shows:
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 Action entered its current status.
Last Updated By
Who last changed data on the Action.
Last Updated On
When data was last changed on the Action. Shown in place of Last Updated By when no user has updated the Action.
Started By
The user, or the method, that created the Action, with the date and time.
Initial Request
The start date of the original request, when the Action was created from another work item.
Parent
The Action's parent Case, with a link to it and a symbol showing the state of the Case.
Once the Action is Resolved or Closed, the Info Card shows Resolved By, Reason, Date/Time and Resolution Method instead. On a Manual with Peer Review Action it also shows Performed By, Reviewed By, the review outcome and the reviewer's comment.
The Info Card also carries warnings where they apply, for example 'Peer Review failed because:' with the reviewer's comment, or 'Email failed to auto-send'.
Side Panel
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
If this Action 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: users who have this option selected will be auto assigned as the work item's owner or assignee. This can still be changed manually.
Record Count: depending on configuration for the Action in Builder, the record count may or may not be displayed here. If it is, the record count is editable. If you update the record count for an Action, it will update the record count for future Actions but not previous Actions that have been closed.
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.
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.
A contact that was created automatically from an email address, and still shows the email address in place of a name, blocks any status change until you give it a name.
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 TrackingCustom Card
Additionally, a Custom Card can be configured to display custom data..
See here for more information:
Custom CardsDefects 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 DefectsAny defect you have added must have a category, a description and a party at fault before you can save a status change.
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.
Rework is only offered while the Action is in a status of To Do, In Progress or Waiting.
See here to find out more about reworking a Case from an Action:
Reworking a CaseStarting 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.
This option is only offered while the Action is in a status of To Do, In Progress or Waiting.
See here to find out more about manually launching an Action from an Action:
Manually Launching An ActionFurther 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.
If the Action was waiting for more information, the arrival of new information moves it back to To Do. If the parent Case was also waiting for more information, the Case moves to In Progress at the same time.
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.
Standard Operating Procedure
This provides a link to the Standard Operating Procedure for the work item that has been set in Builder.
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