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Hi, welcome to Enate Help

This is your one stop shop for learning about how to use Enate - it's packed full of useful explainers and videos to help you cover everything you need to know.

Here's a breakout of the various sections of Enate's online help and what you'll find in them..

Work Manager is Enate's operations environment where Team Members, Team Leaders and Operations Managers go to manage and deliver service. In this section you'll find lots of explainers and videos teaching you how to use the software day-to-day.

Enate's Work Manager Help is available in 9 languages including , , , , , , & .

Wanting to get up to speed with mapping and running your business processes in Enate? Check out the Builder help section here.

Work Manager

In this section you'll ﬁnd lots of explainers and videos teaching you how to use Enate's Work Manager software to manage your business processes day-to-day.

Work Manager Overview

Work Manager is a web-based, multi-page application used by members of the service delivery team to interact with Tickets, Cases and Actions running through managed business processes.

Users of Work Manager are service users, team leaders, operations managers and executives. Work Manager provides a standard set of views for these users to carry out work.

Watch this video for a quick overview of Work Manager:

Enate Homepage Dashboard Overview Dialogue

Your Work Manager Home screen is where you'll land when you log into Enate. Let’s have a look at what you can see and do on it.

Along the top of the screen, you’ll see a variety of menu and click through buttons.

On the far left, there’s a drop-down menu that, depending on your permissions, allows you to click through to other views such as Builder, Queues, Advanced Search, the Contact Management screen, your Email inboxes and Insights view. At the bottom you can click to return to any Recently accessed work items.

Next to that you’ve a menu for manually creating new Cases or Tickets when necessary. You can create these individually for a customer, or use Bulk create to upload from an excel list.

To the right of that you’ve the Quick find search bar. Here you can search for any contacts, work items, communications or files within the system, using free text search as well as additional filters for each item type.

Browser Support

Work Manager is designed to support the following Browsers:

Latest version of Chrome (at time of release)
Latest version of Firefox (at time of release)
Latest version of the Microsoft Edge, based on Chromium (at time of release).

User Roles in Work Manager

Enate allows a granular level of granting access to people based on their role and business requirements. These settings are defined in the User Management section of Builder.

Every user has a Work Manager role assigned to them. The role has a number of access options configured for it which determine what they can see and do in Enate.

Enate provides two standard, pre-configured roles for Work Manager:

Team Member - this is for users who process Tickets, Actions & Cases and who report to a Team Leader. This role gives them access to work assigned to them, their team (people who report to the same Team Leader as they do) and work that is in the Queues that they work out of, but has fewer levels of access than the Team Leader role.
Team Leader - this is for senior members who manage a Team and oversee Queues. This role gives them access to set up and maintain their teams and Queues, to assign work to others, as well as to more advanced features such as creating customized reports.

This article provides a full breakdown of access options for Team Member and Team Leader roles.

If a standard role doesn't quite fit the bill, you can create custom roles that allow you to fine-tune levels of access to give users the exact combination of access levels they need.

Custom roles might be particularly useful in the following circumstances:

Senior Team Members - You may wish to create a custom role for your more senior team members which falls part-way between the standard 'Team Leader' and 'Team Member' roles, giving them access to some Team Leader-like features without needing to have them fulfil that role entirely.
Junior Team Members - You may wish to create a custom role for your more junior team members which gives them access to some 'Team Member'-like features while hiding other aspects of the system until they gain more experience

You can also give some Work Manager users access to Enate's Builder application, for example so that they can view local processes. You do this by assigning them a Builder role, .

Users are also able to view which roles their team members have in Work Manager - will bring up their user profile which includes information such as their role title, its description (if one has been added), as well as a list showing which features that the user has access to.

If you find yourself needing to change the levels of access for yourself or users in your team, speak to your system admin.

Home Page

The Home page allows Team Leaders and Team Members to view the work for their area of business, i.e. Work Items sitting in their work Queues and with their Team Members (both human and robot).

The Home page has three main areas:

Due date totals — a row of color-coded counts (green, orange, red, grey) showing how many of your work items are on track, due today, overdue, or have no due date set. Click any count to filter the grid to that group.
Bar chart — the chart breaks down your work by a chosen attribute (e.g. Queue, Process Name, Assigned To). Click a bar to filter the grid to that segment.

Bulk Resolving Tickets and Actions via the Home Page Grid

When working in Enate, you can use bulk resolve to remove work items from your homepage that shouldn't be there. For example, items created in error or due to spam emails You can bulk resolve multiple Tickets and Actions like this by using the ‘Resolve’ button on your Homepage Grid.

How to use Bulk Resolve in Enate Dialogue

Let’s have a look at how to use Bulk Resolve for Tickets and Actions in the Homepage grid.

You can use Bulk Resolve to move on or clear multiple Tickets and Actions from your Homepage grid in one go. This is often used for clearing items created in error or from spam emails, as well as for other situations.

To bulk resolve, in your homepage grid select the Tickets or Actions you want to resolve. You can select up to 50 items at a time. If you select more, you'll be asked to deselect some before continuing.

Once you start selecting, bulk activity options appear at the top of your grid. Click the Resolve button and choose a resolution method. This method will apply to every item you've selected.

You can only bulk resolve Tickets and Actions that are in a To Do, In Progress, or Wait state. You can't select Cases for bulk resolve.

If you select an item that's already Resolved, you'll get a warning that it can't be resolved again, and it'll be skipped when the rest are processed. The same happens if you select a Ticket in Draft status.

How do you use Bulk Resolve?

The steps to bulk resolve multiple Tickets in your Homepage Grid are as follows:

Select which Tickets / Actions you want to resolve, up to 50 items*. *If you select more than this, you’ll get a message asking you to deselect some before continuing.
Once you start to select items, the bulk activity options will show at the top of the grid. Click on the ‘Resolve’ button and choose from the Resolution Method Options (This will be applied to all work items being resolved).
Upon choosing the resolution method, the selected Tickets/Actions will automatically be marked as resolved and will be removed from the grid.

Important Points:

You cannot select Cases to be bulk resolved.
You can only bulk resolve Tickets and Actions that are in a state of To Do, In Progress or Wait.
If you select a work item that is already in the status of Resolved, a warning message will appear stating that the ticket is already resolved, can’t be resolved again and will be skipped by the system when it resolves the rest of the Tickets you have selected.
Similarly, if you select a Ticket to resolve that is in the status of Draft, a warning message will appear alerting you that the Ticket cannot be resolved and will be skipped by the system when resolving the rest of the Tickets you have selected.

Tickets: When bulk resolving Tickets, you will be able to choose from four resolution method options, that will be displayed to you in alphabetical order.

No Customer Response (This will be the default option)
Rejected
Rejected as Spam
With Custom Response

Actions: If you are bulk resolving Actions you will only have one default resolution method which is Complete.

Yes. You will be able to bulk resolve Tickets and Actions from all the inboxes that you can access on your Homepage Grid. These are:

Work Inbox
Team Work Inbox
Owned Work
My Team’s Owned Work

Tickets: Yes - You have the option of adding a single comment that will be applied to all selected Tickets if you choose the No Customer Response, Rejected or Rejected as Spam Resolution Methods. If you choose the With Customer Response Resolution Method, you MUST provide a comment before being able to resolve the Tickets.

Actions: No - You will not be able to add a resolution comment when bulk resolving Actions.

You cannot resolve:

Tickets that are parents of split Tickets
A Ticket that has been converted into a Case.

This is because these types of Tickets can only be resolved by the completion of their child Work Items. If you select one of these types of Tickets a warning message will be displayed alerting you that these Tickets cannot be resolved in this way, and they will be skipped by the system when it resolves the rest of the Tickets that you have selected.

Team Bar - Viewing Your Team

Team Bar for Team Members

On the right hand side of the home page is the Team Bar.

If you are a Team Member, the Team Bar shows you your team and your unassigned work.

My Team

At the top of the Team Bar you can see the people in your team and, for each of them:

The amount of work they have outstanding (number in centre of pie-chart)
The due status of that work (i.e. Red/Amber/Green)
Their current availability status (available or offline)

You can see the availability status of your Team Members - so if they are online or offline.

The system tracks your active Enate browser session, and so is able to check if they are still logged into Enate.

An important point is that this available / offline status is for informational purposes only – it is not taken into account as part of any allocation rules - i.e. the ‘Who does it go to?’ settings.

You can filter the display of your team to show available / offline / all users.

You can sort your team members by work item status criteria including:

Least / Most Work (Total)
Least / Most Overdue (Amber)
Least / Most Overdue (Red)
Least / Most On Target (Green)

Free text search also allows for you to search for individual users from the list.

Clicking on a team member from the Team Bar, will bring up their user profile. The grid filters down to show only work items currently assigned to that user.

The homepage bar chart will be replaced to show the amount of work that is assigned to the user (the number in centre of pie-chart), as well as the due status of that work (i.e. Red/Amber/Green), You will also see the user's profile picture, their role title, its description (if one has been added), and if you click on the 'More about this role' link, you'll see a list showing which features that the user has access to.

You can close the view and return to the standard bar chart view of all work items by clicking the 'X' icon.

At the foot of the Team Bar you can see the amount of work which is sitting unassigned in the Queues you manage, grouped by Queue. This includes information about the amount of work in each Queue that is unassigned (the number in centre of pie-chart), as well as the due status of that work (i.e. Red/Amber/Green).

If you have unassigned work which is overdue – i.e. any red items in this section – you should be looking to deal with that situation.

Quickfind Searches with Custom Data Fields

You can search for work items and their emails using focussed ‘search this value in this field’ on the work item. This is achieved by prepending the search with predefined search code. Before typing anything into Quickfind, the dropdown displays all short codes available in the system, and the field they relate to.

To search against a field, enter the short code and the desired value e.g. hq:Laptop

This will return work item (Ticket/Case/Action) and communication results where this field has this value:

You can put quote marks around your search value to search for an entire phrase as the field value you want to find e.g.: bn:“entire phrase”

You can also use this approach to search for phrases with general free text searching, i.e. even when you are not searching against a custom field with a prepended short code.

Managing Contacts

There a numerous ways of creating and managing contacts in Enate. Watch this video to find out more:

Adding, Editing and Deleting Contacts Contacts Page Contact Activity Page Contact Tags Contacts Card

Contact Activity Page

The Contact Activity Page displays the activity details for an individual service recipient.

You can navigate to the Contact Activity page via:

1. Quickfind – clicking on a user in

2. A Work Item – clicking on a contact in the of a work item

3. The Contact Management Page – clicking on the first name of a contact in the

Once you are on the Contact Activity Page, you can see the contact's details on the right-hand side and update them as needed.

Contacts Card

Overview

The contacts card in the side panel of Tickets, Cases and Actions is where you can specify the people who relate to the work item and set their contact tags.

Clicking on an individual record will display the contact detail's information in a new tab showing the Contact Activity Page.

Auto-population of the contacts card

Contacts populated from an initial email

When an email arrives from an address which is associated with a system user or an external contact which has been previously recorded in the system then their details are automatically populated on the contacts tab when the Ticket is created by the system. They will automatically be tagged as the Original Requester Requester, Subject and Primary Contact. These tags can be removed.

Optionally the first operator to assess the Ticket can also set them as the Primary Contact if deemed appropriated by their assessment. If you tag another contact as any of these relationship types, the tag will be removed from the previous contact.

Contacts populated from Contact Activity Page

Similarly, when a work item is created from the 'Start work item' button on the Contact Activity Page of a contact, that contact will be tagged as the Original Requester, Requester, Subject and Primary Contact of the work item.

You can also add contacts to the work item manually by searching for them 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 for the first time, they will be as the Primary Contact, Original Requester, Requester and Subject by default. You can manually reassign the Primary Contact, Requester and Subject tags to other users afterwards, but note that the Original Requester tag cannot be changed once it has been set.

Emails

Canned Texts

Canned Texts are standard pre-configured texts which are created as part of system configuration.

When writing an email, you can insert a Canned Text by clicking on the Canned Texts icon at the bottom of a write an email screen. This will show you all canned texts available for the Service Line and you can use the free text search function to filter items by title.

You can also use the ‘recently used’ option by clicking on the dropdown list, allowing you to quickly access a more relevant canned text. You can also manually modify canned texts after they have been inserted into your email.

Show by Language

You can also select a canned text in a different language by clicking on the language in the dropdown list.

Scheduling Emails

You can schedule the date and time of when an email will be sent by selecting the Schedule Send option.

The scheduled email will appear in the Comms and Timeline tabs, along with who scheduled it and when it has been scheduled for. If the email has been scheduled to send more than 2 minutes later, a 'Send Now' and 'Cancel' button will appear to let you send the scheduled email straight away if you have changed your mind or to cancel sending the scheduled email altogether.

Note that you cannot schedule an email that exceeds the size set in Builder - see here for more information. However, validation of the email size occurs as part of saving the email, not at the sent time. So if a 25MB email has been scheduled and then the maximum email size gets reduced in Builder to 10MB, the scheduled email will still be sent as it conformed to the size allowance configured when it was scheduled.

Email Inbox View

This shows emails related to in-progress Work Items in your business areas. There are various filtering options and ways to view different sets of data. Use this view to keep on top of incoming emails for the work items you and your team are dealing with.

By default, emails received within the past 90 DAYS are displayed. Users can use the Filter dropdown to select a different (e.g. older) date or date range to see emails older than this, but note that the date range specified can only span a maximum of 90 days.

In the collapsible folder pane on left-hand side of the Email Inbox, you can see links to various sections of your Email Inbox, divided into:

My Emails - Emails for all work items that are currently in your Work Inbox (that you'd see in your Homepage)

Viewing Deleted Emails

You can view the unhandled incoming emails which were deleted by you / your team as part of dealing with them with the 'Deletion Audit' section of Unhandled Emails. This helps with an auditing how incoming emails which were unhandled have been dealt with.

Clicking on this 'Deletion Audit' link will bring up a view of all deleted unhandled emails within your area of the business. These are incoming unhandled emails where the decision was made to delete these mails rather than create a new Case or Ticket from them.

All filters and paging options are available as for the other email views in this page, but the emails themselves are shown in read-only mode..

Clicking on a deleted unhandled email will display the email in detail in the main section of the screen, with any attachments that it may have had.

Additionally, the header bar above the mail shows who deleted the email and when.

Note: You cannot 'undelete' emails which have been deleted, however if you wish to copy body text information from them you can do this by simply selecting the desired text and copying / Ctrl-C.

Unhandled Emails Further Specifics

Emails will appear in the Unhandled Emails view of your 'Email Inbox' view in Work Manager if they meet one of the following conditions:

None of the To and/or CC email addresses have a matching email route.
There are only BCC email addresses in an email, no To or CC addresses.

See the table below for further detailed information on how emails arriving into Enate are treated, depending on the combinations of Enate-relevant email addresses may appear in the TO, CC or BCC fields.

Blocked Email Addresses

This is where you are able to easily add, edit and delete email addresses to be blocked.

Disable auto-generated emails when creating a new Ticket from this address - the system will allow Tickets to be created for emails arriving from this address but will not send any auto-generated emails out to the address.

Disable auto-generated emails when creating a new Ticket/Case from this address - the system will allow Tickets and/or Cases to be created for emails arriving from this address but will not send any auto-generated emails out to the address.

Auto-reject emails from this address as spam - the system will allow Tickets to be created for emails arriving from this address but once created, the Ticket will be automatically moved to a state of Closed with a resolution method of 'Rejected as Spam'. As Cases do not have a 'Rejected' status, any email from a blocked address will be automatically moved to your 'Unhandled email' section of your email page, rather than creating any work item.

Focus List

The Focus List enables you to put together a list of work items that you want to concentrate on, perhaps as part of a focused daily to-do list, or as a handy shortcut to get to the items you're needing quick access to.

Watch this video to find out more:

You can add Tickets, Actions and Cases to the list, even ones which aren't assigned to you, up to a maximum of 50 items. You can get to your Focus List from anywhere in Work Manager by clicking on the Focus List icon in your header bar.

Clicking on an item in your list will take you directly to that work item, either in a new browser tab or in the existing view if you're set to open up links that way.

Adding Work Items to your Focus List

You can add items to your focus list in a few different ways:

Firstly, you can add them from within the Focus List itself by clicking on the plus icon and then searching for either the title or reference number of the work item you're looking for. Select which work item or items you want to add from the search result and click to add.
Another way is to click on the 'Add to Focus List' icon from within a Ticket, Action or Case.
And you also can also add items to the list from the homepage grid by selecting one or multiple items and then clicking the 'Add to Focus List' option that appears in the grid header.

Once they're added, work items can easily be arranged in your list, just drag and drop to relocate them.

If you're accessing a Ticket, Case or Action which is already in your Focus List, you'll be shown that with the ticked Focus list icon. You can click on that link again to remove it from your list, or, alternatively they can easily be removed from with the list itself - select one or more, click the remove link and then confirm.

One thing to note is that once a work item moves to a state of Resolved or Closed, it will automatically be removed from your focus list, freeing up space for other open items you want to focus on. However, users can still add items in either of these states into the Focus List if they want.

Additionally, when a user tries to open multiple links in new tab from the Focus List, occasionally they might not be able to and will instead be shown a pop-up stating that multiple tabs have been blocked from being opened. Users simply need to click to allow pop-ups and redirects from Enate.

Getting New Work

Clicking the Pull from Queue button in the Work Inbox grid header will assign you a new piece of work, if any is available for you.

How does the system determine which work item to give a user when they click the “Pull from Queue” button on their Work Inbox?

The system works by looking at all unassigned work items from all of the Queues the user is linked to, and has permissions on, and assigns one new work item, prioritising items as follows:

Any currently OVERDUE work item (most overdue item first). If none found, then

Creating New Work

Work can be created by users from within Work Manager in two ways:

From Create New Work Item. This is a dropdown available from the toolbar, the user selects a Case or Ticket to start under a specific business context
From the Contact Activity page, often also referred to as the Call Handling Page. From this page, the user would first search for and find a person (often someone calling in to the service centre), and then start a piece of work directly for them, i.e. a Ticket or a Case

You can create work by clicking on the ‘Create’ link in the header bar (cube image). This will produce a dropdown screen section allowing you to start a new work item. The hierarchy displayed in the dropdown goes Company, Contract, Service, Process Group (if Configured) followed by the Cases that can be created.

Creating a Work Item from an Existing Email

There are certain circumstances when clients may send in an email that should really be used to start a new work item but, because they've sent it as a response to an existing mail chain, it ends up being attached to an existing work item. A prime example of this is when a client responds to an email with the intention of starting a new ticket but it gets added to the work item of the email chain that they were replying to. In such circumstances, you can use the 'Create a new Work Item from this email' feature which allows incoming emails that get added to an existing work item like this, to now be reprocessed and used to create a new work item.

When will you be able to create a Work item from an existing email?

You will have the option to create a Work Item from any email that is attached to an existing Work Item, so long as it is not the initial email that created a Work Item.

How does this work?

If you are working on a Work Item and realize that an email that has been attached to it should actually have started a new Work Item, you can use the 'Create a new Work Item' icon that will appear on the email attached to the Work item which you want to use to create new work.

Clicking this link and then the following confirmation popup will result in the email being effectively sent back into Enate, but with an additional rule that it should not append itself to an existing work item. Once the email has successfully created a new work item, a confirmation message will appear.

Once the new work item has been created, a note will show at the top of that mail with a link to that new work item, and that original mail entry in the first work item will effectively be set to 'read only' (since it should no longer be used to process the request within that mail).

Links between the original Work Item and the new Work Item will also be displayed on each of their respective 'Linked Items' tabs.

Work Item Overview

Overview of Work Item Types

There are three types of Work Item in Enate:

– 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.
– Used for modelling multi-part activities (i.e. business processes).

Adding a Note

Click the Note tab to add a note. Anyone can add an internal note to a Ticket, Case or Action – you don’t have to have it assigned to you, and adding a note won’t auto-assign the work to you. These are notes for internal use and the external contacts won’t ever see them.

Specifying note type

If desired, you can specify which kind of interaction resulted in the note, e.g. phone incoming / outgoing etc.

Adding a note and resolving a Ticket

If we we are adding a note to a Ticket assigned to ourselves, we have the additional option of Adding a Note & Resolving the work item which will resolve the work item when we click on it.

After adding the note, the screen will refresh with the new note displayed on the timeline.

Closing an item with incomplete notes

If you have started to enter a note but have not saved it, the tab will display a ‘*’ marker on the tab alerting you to this.

If you subsequently try to close the work item tab with this ‘in-progress’ items still unsaved, the system will alert you asking if you wish to proceed.

Custom Cards

Custom Data can be added to Tickets, Cases and Actions to capture bespoke information on these work items as they run through process. The information is displayable via Custom Cards. Custom Cards can be set to display in the main section of the work item, and also as a section of the side panel on the right side of the screens.

Custom Cards can be designed (with HTML, Typescript and CSS) to surface almost any content, e.g. content from other systems.

Custom Cards can be linked up to standard system validation in order to e.g. make filling in of certain data on a card a requirement before you can progress a work item.

If you have a work item open and are modifying custom data, Enate will check for any data conflict when you go to update the work item. Specifically, a check will be made to see if another user has accessed the work item and changed any of its custom data since you opened it. If so, a confirmation message box will be displayed to you asking whether you wish to proceed with your update (which will override their changes) or instead cancel and refresh your screen to see (and keep) those latest changes.

Viewing Recently Accessed Work Items

If you wish to quickly re-access a work item (e.g. you wish to re-open a work item tab you’ve just closed down), open the ‘Recently Accessed’ link from the navigation dropdown.

This will display a list of the last 20 items which you have accessed (along with datetime the tab was closed), ordered by most recent first. Click an item to re-open the tab.

Processing a Ticket

Splitting a Ticket

If a Ticket contains multiple separate queries / questions which are better managed separately you can split the Ticket. Click on the Split tab in the Activities tabs to start the split:

The screen will default split into two Tickets. You can manually add more splits if you wish by clicking on the '+' icon. The Title, Description and Context (Customer >> Ticket Category etc.) are copied from the current Ticket, but all can be modified. You can choose to keep each separate Ticket with you.

Confirm the Ticket split by clicking the button in the Info card:

After splitting, the original Ticket will be set to ‘Wait– split Ticket’ with links to the new Tickets the original was split into.

Once the split Tickets are resolved and the feedback window if they have one has expired, this original Ticket will be set to fully complete.

For SLA purposes the start date of the original Ticket is copied to each of the Resulting Tickets and the time when the original Ticket has been marked as Resolved is calculated as the time when the last Ticket it has been split into gets resolved.

For example, if Ticket A has been split into Tickets B and C, and Ticket B is resolved at '2022-02-02 01:10:00' and Ticket C is resolved at '2022-02-03 02:00:00', the time marked for when Ticket A is Resolved will be '2022-02-03 02:00:00'.

You can cancel the splitting of a Ticket at any time by navigating away from the Split tab (the main Action button on the Ticket changes away from ‘Split’, so you can be sure you’re not splitting it).

Converting a Ticket into a Case

If during the processing of a Ticket query it becomes apparent to you that the request is best handled as a Case, you may choose to convert the Ticket to a Case.'

To convert a Ticket into a Case, expand the settings card of a Ticket, select 'Convert to Case' and then select the Case process you want to convert the Ticket into.

The system will then bring up any relevant custom cards for that Case - just fill in any required data and then click on 'Start Case' in the info card.

If your system has be configured to allow you to override the due date upon Case creation, you can select a new due date here.

If your system has been configured to set a schedule for a new Case upon creation in work manager, you can select a schedule here.

You can choose to keep each separate Ticket with you by selecting 'Keep with me' in the settings card and you can choose to send an email to the primary contact for the Ticket informing them that the Ticket has been turned into a Case by selecting the 'Send Automated Emails' option.

Confirm the Ticket promotion up to a Case by clicking the button in the Info card:

You will see a confirmation messages informing you that the Ticket will be closed and replaced by a Case (with the same reference number, but a ‘-C’ ending).

The original Ticket does not form any further part of service delivery and will now be in a state of Waiting with a Resolution Method of 'Case Launched' with a link to that Case.

The original Ticket will move to a state of Closed when the Case that has been launched is Closed.

The new Case launched will be in a state of To Do.

Processing a Case

Manually Launching An Action

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.

Select the ‘Start Action’ tab in the Activities section. In the resulting panel, choose the Action type to launch (must have been configured as manually startable in Builder), set a due date and specify how many of the Action you wish to launch. Specify the Action instructions if you wish these to be different from the default instructions displayed.

Hit ‘Start Action’ to confirm. The Action List will automatically refresh to display the new Action that you have just created and a confirmation message will be displayed.

The tab will not close upon launching the new Action, as this is an additive activity which does not modify the current Case.

Processing an Action

'Wait for Sub Cases to Complete' Actions

A ‘Wait for Sub Cases to Complete’ Action will wait for a specific Sub Case to reach completion before allowing the Case to move on to the next Action.

You can tell that an Action is a ‘Wait for Sub Cases to Complete’ Action because it will say 'Action is waiting for Sub Case to complete' in the Action's info card.

Once a ‘Wait for Sub Cases to Complete’ Action has been launched AND the Sub Case it has been set to wait for has been launched (either manually or through a 'Start Case' Action), the ‘Wait for Sub Cases to Complete’ Action will move into a state of 'Waiting'.

Once the Sub Case is completed, the 'Wait for Sub Cases to Complete' Action will close automatically.

You will be notified of this in the timeline as well.

If the Sub Case the 'Wait for Sub Cases to Complete’ Action is set to wait for it not available - either because it has not been launched or because it was resolved before the ‘Wait for Sub Cases to Complete’ Action was launched, the ‘Wait for Sub Cases to Complete’ Action will enter a state of 'To Do' and be assigned to a Queue where a user will pick it up and decide how to proceed.

If you then try to set the 'Waiting for Sub Case to Complete' Action to 'Waiting', the Action will close as the Sub Case it is set to wait for hasn't been launched.

If the Action is not in a 'Wait for Sub Cases to Complete' state and the Sub Case for which it is waiting has been completed, a message will appear as 'Sub Case is completed' in the Info Card.

If you manually Resolve a ‘Wait for Sub Case to Complete’ Action, the Action will be marked as Resolved without the Sub Case having completed.

'Send Email' and 'Send Email and Wait' Actions

Overview

'Send Email' Actions involve Enate auto-sending an email and then the Action will immediately close. Work Manager Users should not have to do any work on this type of Action.

'Send Email and Wait' Actions involve Enate auto-sending an email. The Action will then move to a state of Waiting until a response has been received. Once a response has been received, the Action will move to a state of To Do to be processed further.

The To address and any CC or BCC addresses on the email are configured in Builder - see this article about how to configure 'Send Email' Actions in Builder:

Send Email Actions

Once the email has been sent, an entry will appear in the timeline showing when it was sent, who it sent from and to, any CC or BCC addresses, the email subject and if you click to expand, the email body itself.

Exceptions

If an invalid To, CC or BCC email address is used, the email for the Send Email/Send Email and Wait Action will fail to auto-send and the Action will then be moved back to its Queue.

A warning will appear in the timeline:

The Case owner can then decide if they want to manually send the email and will need to correct the email address and add the email body manually. They should also contact their system administrator to alert them about the issue so that they can correct the email address to prevent future email failure.

'Trigger External API' Actions

Details around how to configure actions to trigger external APIs, and how they will display in Work Manager for operational users.

Similar to other action archetypes, 'Trigger External API' actions can be used in Case processes, and are used for when you need to automatically call out to another system, passing data to it and potentially getting the external system to pass updated custom data back into Enate.

For information on how to configure 'Trigger External API' Actions check out this Builder section.

Sometimes there can be a delay when waiting for the external system to respond. When that happens, i.e. when the ‘Trigger External API’ Action is waiting for information to come back from an external system, the Action info card will display in Work Manager as being in a state of 'Waiting'.

When the external system ultimately responds to Enate with the data update, it will be with a marker to say whether it has been successful OR unsuccessful:

Response with Successful Completion

If the system is responding to say it has been successful, the Action will automatically move to a state of 'Closed', with a Resolution Method of 'Done Successfully'.

Response with Unsuccessful Completion

If the system is responding to say it has been unsuccessful, the Action move into a state of 'To Do', with a reason of 'Updated by Integration'. The external API can also respond with additional information regarding why it was unsuccessful. This information will display in the Info card of the Action in the 'Rejected Reason' section.

If the Action isn't successful because it did not complete within the time set for it (), then it will moved to a state of 'To Do' with a reason of 'Timeout' and it will allocate to a Queue / human user based on the configured allocation rules.

Such unsuccessful Actions will now effectively behave as a standard manual action.

If the Action is not able to connect to the external system, it will automatically retry connecting for a certain number of times, depending on how your system has been configured in Builder (see for more information). You will also be shown an error message bar on the Action showing:

when the error occurred
when the system will retry establishing a connection automatically
how many times the system has automatically retried establishing a connection, and
how many times the system will automatically retry establishing a connection.

You are able to manually retry establishing a connection from here too, by clicking the 'Retry' link in the error message.

If the Action fails to establish a connection following the automatic retries (e.g. if the retry setting is set to 5 and the system fails to establish a connection following 5 automatic retries), it will move to a state of 'Closed' with a resolution method of 'Not Done Successfully'.

When the Action receives the required information, it will close automatically.

If the automatic retry setting in Builder is changed after the system has automatically retried establishing a connection with an external system, the following will occur:

If, for example, the retry setting was originally set to 5 and the system automatically retried establishing a connection 5 times but failed, the Action will have moved to a state of Closed with an error message showing a retry count of 5/5.

If the retry setting then gets subsequently increased to anything above 5, for example 7, the error message will display a retry count of 5/7, but the system will NOT automatically retry establishing a connection for a 6th and 7th time as the Action is already closed.

However, if the Action had not yet moved to a state of Closed because it had not yet reached the maximum number of automatic retries (e.g. it had only retried 4 times out of the 5), then increasing the retry setting to 7 means that the Action will automatically retry establishing connecting until the count has reached 7.

Conversely, if you reduce the retry setting after retries have started, e.g. you're on retry 4 of 10 but then reduce the max down to 4, the system will still display 4 of 10 but will in fact be closed.

Approval Actions

What are Approval Actions? How do they work?

Often within the Case flows of business processes which are built in Enate there are points where external people (i.e. people working outside Enate - this could be business managers within your company or the relevant client company) need to sign off on activities before the process can continue. Payroll processes are good examples of such processes, where client management need to sign off on payroll reports before the process can be allowed to continue.

Enate's Approval Action is built to specifically support these approval request scenarios in a more integrated way - to ensure that this 'approval cycle' is tightly managed and visible within the flow of activities in Enate.

How Approval Actions work at Runtime

Approval requests get sent out to users working externally from Enate to approve or decline.

There are a few different types of approval that affect how the decision is made:

In a multilevel scenario, the request email is sent to each new level upon successful approval from previous, up to a maximum of 3 levels. If any person declines, the approval is declined.
In a parallel any scenario, the request email is sent to all approvers and the first decision is taken.
In a parallel all scenario, the request email is sent to all approvers and ALL must approve for the request to be approved. If any decline, the approval is declined.

If the request gets approved by all necessary parties, the approval Action gets successfully resolved and closed automatically, so no Work Manager User will need to pick it up, although the closed Action can always be viewed by manually clicking on it.

There are, however, a couple of scenarios where a Work Manager user might need to pick up and carry out any required activities to further process an approval Action:

The approval has been declined
No approvers (or insufficient approvers) have been determined automatically

In the scenario where an approval request has been declined, the Action will move into a state of 'To Do' and so will ultimately need to be dealt with by a Work Manager User. They should review the approval decline reason provided by the approver and decide how to proceed. They can either:

Update as needed and Resend the request by setting the Action to 'Wait'. This will auto-send out the approval request email again** and place the Action in a state of 'Wait for More Information' - since we're waiting for external information (an approval response) to be registered back into the system before activity can proceed.
Mark the Action as Unable to complete. This will alert the Case owner who then needs to decide how to proceed - perhaps by reworking the Case or closing the Case entirely.
Mark the Action as Resolved which will manually mark the request as approved. The Case with then progress to the next Action.

In the scenario where a user needs to add in approvers because one or more required approvers is blank (or make changes which result in the approval requests needing to be sent out again), the User will pick up the Approval Action in a state of To Do. Once they have finished making any adjustments and / or filling in missing Approver names, the must then place the Action in a state of Wait. Once they do this will auto-send the approval request email and then move the Action to a state of 'Wait for more information' as it is waiting for external info (approval) before proceeding.

Another potential scenario is that the approval Action might auto-close because it has timed out as no/insufficient responses were received in time. In this case, the Action will automatically be set to Resolved, and the Case will continue. No Work Manager user will need to pick up an Action in this scenario, although the closed Action can always be viewed by manually clicking on it.

Working with Linked Work Items

Various features in Enate allow you to manage activities being carried out by different teams, letting you easily create and oversee work items even when you don't have full permissions on each other's work.

Linking Existing Work Items Creating New Linked Work Items Viewing Linked Work Items Sharing Emails between Linked Work Items Related Group vs Linked Work Items

Viewing Linked Work Items

The 'Linked Work' Tab

The Linked Work tab is where you can view all linked work items of a Ticket or Case.

Note that Sub-Cases created via the '+ Work item' link will still display in the for the time-being, and do not show in the Links tab.

Within the Links tab grid you can a list of Linked work item, showing their reference, title, assignee, Queue and due date of a work item.

There is also an icon to unlink the work item if they have been linked in error.

You can also expand linked Cases to see their Actions.

Linked Work Items you don't have permissions on

If you don't have permissions on a certain business process, the work items from that process will be greyed out and you won't be able to open or edit them. You'll still be able to see higher level information about the work item, e.g. who they're assigned to, which Queue they're in and when they're due.

Sharing Emails between Linked Work Items

As part of supporting work being carried out across multiple Cases & Tickets, you can share emails between Linked work items to allow them to be viewed more widely. You can even do this for work items which you don't have permissions on.

You can share emails between linked work items in two ways.

1. From an existing email - Clicking on the '+' icon at the top of an existing email in the timeline and selecting the relevant work item you wish to share the email with.

2. From composing new email - Another way is when writing a new email, you can simply add the work item reference number into the To / CC / BCC of an email by clicking the '+' icon, just as you wold when adding an email address:

You can even use this approach when you just want to share emails between linked work items, without needing to add an email address.

Please note that you can only share emails between work items that are linked. You cannot share emails between Closed work items. Additionally, once an email has been shared between work items, it cannot be unshared.

The email will be sent as normal to any emails addresses specified, and it will also be shared with the selected work items.

When someone responds to the shared email, that response will be attached to both work items.

Working Between Teams

Sometimes when you're sending an email on a Work Item and you need to involve teams in other parts of your business, you may not know if they're using Enate yet to manage their work - particularly in larger organisations - and so it can be unclear precisely how to proceed.

Now, when you're working in Enate, you no longer have to worry about this - the system will take care of this for you. You can just write your mail and the system will know what to do next; if anyone internal is involved and they're using Enate, we'll prompt you with tickets or cases of theirs that you might want to share this email with, or quickly create a new work item if needed.

Doing so helps keep all subsequent communications tightly synched up between those teams and any external parties. If you're sending the email to someone who is not using Enate, the system will just send them the email.

If we take an example where we have:

Help when trying to mail another team's (closed) Work Item

In Enate, if you find yourself trying to reply to a closed Work Item in Enate, the system will provide you will alternatives as Enate does not allow mails to be sent to closed Work Items.

The system helps you out by auto-detecting that the Work Item you'd normally be sending the mail through to is now closed. You'll be presented with a pop-up giving alternative work items that the mail can be sent through to. For each alternative option you'll see:

The closed Work Item reference number,
The active linked parent Work item reference number

Feedback Features

Information on how client users can provide feedback to you on specific work items, via feeback links available in the footer of emails sent from Enate.

Customers can provide feedback via Email links

If the ‘Allow Feedback’ setting is ticked in the Ticket's Builder settings (see here for more information on how to do this), outgoing emails will contain a footer-based link for recipients to give feedback scores.

They can do this at any point in the processing of the Ticket. When a client user clicks on any of these links, a browser window will be opened for them showing the Enate Feedback form. It offers the same feedback icons as shown in their email, but allows a user to change their selection should they wish, and also to add an additional comment before submitting.

All feedback and comments are subsequently stored in Work Manager against this Ticket, for Users to view.

Further to this, feedback data is stored in the Data Warehouse, allowing longer-term analysis of feedback data (i.e. you can build reports to analyse this data across multiple different criteria).

Displaying client Feedback details on Tickets for Users to View

When dealing with a Ticket, if a client user has provided feedback (via the feedback footer links in one of the emails they have received from Enate) Users are able to see the customer’s current feedback rating via the 'smiley face' icon link in the ribbon bar of the Ticket:

Clicking on this will open a feedback popup displaying the client user's feedback rating/s (via emoticon), along with any associated comments. The overall average rating, between 1 and 5 - calculated when feedback is given multiple times on a single Ticket - is also show at the top of the popup. Latest feedback is shown at the top of the screen.

Further to this, this feedback data is also stored in the Data Warehouse, allowing longer-term analysis of feedback data (i.e. you can build reports to analyse this data across multiple different criteria).

How to Read a Report in Enate

Hovering over any bar, line, slice or KPI shows a tooltip: a small pop-up box that appears next to the cursor and explains exactly what you're looking at. It gives the precise figure behind the point you're hovering on plus its supporting detail.

Every chart and visual in this report supports drill-through. Right-click (or use the drill controls in the visual header) to move between month, week and day on time-based charts, to drill into a category, or to open "See Records" / the underlying data as a table and export it to Excel.

You can easily navigate back up from tables showing the underlying data:

Hovering over a visual will usually bring up a 'Drill down' option in the tooltip.

Click to drill in to view the next level visual for this data. Data in the other cards will filtering their display accordingly. Hover again for tooltip and click the 'Drill up' option to return to the original visual display level.

Operations Summary

The landing tab and the daily health check for the whole operation. It pulls the single most important number from each of the other tabs into one place, so you can see at a glance whether anything needs attention.

Operations Summary tab.

KPI cards

Total / Work Items Started - how much work came in during the selected range (cases, actions and tickets).
Work Items Open - items started but not yet resolved (status below Closed).
Work Items Overdue - open items that have already passed their due date.
SLA Compliance - of the items closed in the period, the percentage resolved within their SLA deadline. Higher is better.
AHT in Hrs - average handling time per item, from pick-up to completion, shown as HH:MM.
Daily Active Users - average number of unique agents logging activity each day.

Visuals

Monthly Volume - Received vs Closed - columns comparing work received against work closed each month. When the closed bar is shorter than the received bar, the backlog is growing. Drills month → week → day.
By Process (Top 10) - donut showing which processes generate the most work, top ten by volume.
SLA Status - met vs not-met split for the period.
Top 10 Agents - Throughput & AHT -

Volume & Workload

A deeper look at what's coming in, what's going out and where the backlog is building. Use this tab for capacity and workload planning.

Volume & Workload tab.

Work Items Started, Work Items Open, Work Items Overdue, Work Items Closed - as defined on the Operations Summary tab.
Work Items On Target - open items still within their due date, i.e. the team still has time to resolve them before an SLA breach.

Quality & Defects

Where quality problems surface - defects, rework, reopens and peer-review failures - and who or what is causing them.

Quality & Defects tab.

Defects Count - total defects logged against the team's work in the period.
Work Items Reopened - cases or actions sent back after being resolved, because the resolution wasn't accepted.

SLA & Cycle Time

The detailed view of on-time performance and how long work takes end to end. This is where you diagnose why the SLA is where it is.

SLA & Cycle Time tab.

KPI cards

SLA Compliance, Work Items Overdue, Work Items On Target, AHT in Hrs - as defined earlier, shown here in an SLA context.
Avg TAT (Days) - average end-to-end turnaround in days, from creation to resolution. Includes all the time an item spent in the system, not just handling time. Lower is faster.

Visuals

SLA Compliance Trend - on-time percentage by month, so you can see whether performance is improving or slipping. Drill into any month for its weekly and daily detail.
SLA Status - met vs not-met donut for the period.
Ageing Distribution - Open Work Items - the same age bucketing as the Volume tab but filtered to open items only, highlighting SLA risk from items sitting in the queue.

Communications

Email traffic in and out of the operation - volumes, trends and which processes drive the most correspondence.

Communications tab.

KPI cards

Incoming Emails - emails received from customers or external parties.
Outgoing Emails - emails sent out.

User Availability Insights

The optional 'Insights' feature lets you capture key information regarding the availability of users. This can help Team leads and Operations Managers to better schedule work by giving them a view of where time is being spent day-to-day.

If Insights is switched on in your system (see ), when users log into Work Manager for the first time each day, they'll be met with a popup after a short while, asking them to confirm:

Their working hours for the day, e.g. 8 hrs (this may default in a value from their working calendar if one is set for them, or from the previous day's entered value.
a rundown of any non-core activities they may have planned for the day, for example a training session, or 1-2-1 meetings, plus their expected working hours for the day.

Processing a Ticket

The statuses a Ticket moves through

A Ticket is always in one of six statuses:

Status

What it means

Draft

The Ticket has been created manually and has not been saved for the first time yet.

To Do

The status button in the header ribbon offers To Do, In Progress, Waiting and Resolved. You move a Ticket to Closed by resolving it, and a Ticket leaves Draft the first time you save it. See for how to select and confirm a status.

When manually starting a Ticket directly in Enate it will sit in a state of 'Draft' until it has been submitted for the first time.

To submit a Ticket, you must:

Add a Title
Enter a Ticket description in the section provided (after submitting, this section will disappear and instead will show as the initial submission note).
Set a Ticket Category in the Settings Tab:
Set a Primary Contact and a Requester in the Contacts section.

If any of these are missing, the system tells you which one when you try to save, for example 'Please enter a Ticket Title before continuing.' or 'Please specify a ticket category in the settings section before continuing.'

Then hit the 'Submit' button.

Once you have successfully submitted the Ticket, the Ticket will close and a confirmation pop-up will display showing that the Ticket has been submitted successfully and is now in a state of To Do.

You can click the Ticket reference link on this message to immediately re-open the Ticket (note that the Ticket may still be processing if you re-open the tab immediately). Alternatively, you can re-open using the 'Recently Accessed' link at the foot of the navigation dropdown.

Saving a Draft Ticket without choosing a different status moves it to To Do. You can also choose any of the other statuses from the status button before you save, so a Ticket that is answered on first contact can go straight from Draft to Resolved.

Tickets that Enate creates for you never sit in Draft. A Ticket raised from an incoming email, from Self Service, in bulk, by a schedule, by a robot or as a linked work item starts in To Do.

When you see a Ticket in a state of To Do, it means that it is not currently being progressed.

The Ticket will sit 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 a Ticket in a state of To Do, it will:

automatically assign to you and
the status will change to 'In progress'

You can also choose to change the state yourself.

When a Ticket is in a state of In Progress, this signifies that work is now underway. It will stay in that status until it's resolved (unless it needs to be moved to a state of Wait).

You can change the category of the Ticket after it has been initially categorised and an entry will appear in the timeline showing who changed the Ticket category, when they changed it and what it has been changed to.

Note that you will need to have selected the 'Ticket Category Changed' option from the for this to show.

If you've picked up a Ticket 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 a Ticket 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 a Ticket into a state of 'Wait', you need to specify the type of wait. The options are:

If you confirm the Wait status without choosing a wait type, the system responds with 'Please specify a wait type before continuing.'

A Ticket can also be put into a wait on related work items by the system, which happens when you split the Ticket or convert it into a Case. You cannot choose that wait type yourself, and you cannot edit a Ticket while it is in it.

Impact on SLA clock: SLA clock PAUSES while a Ticket is in this state, IF the Ticket's Due Date rule (configured during process design) has set to ON. If it is set to OFF, the SLA clock CONTINUES while the Ticket is in this state.

If you're working on a Ticket and you have to temporarily halt work on it because you're waiting for some information from a third party or client, you should choose 'Wait for more information' and then add the number of days you want to wait for a response.

The field is labelled 'Number of days to wait (max 180)'. You must enter a whole number between 1 and 180. Anything outside that range is rejected with 'Please specify number of days (between 1-180) to wait before continuing.'

If the Ticket's Due Date rule uses a working calendar, the days you enter are counted as working days using the working hours in a day for that Ticket. If it does not use a calendar, they are counted as calendar days.

Upon confirming the 'Wait for more information' status, the Ticket 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 Ticket will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress. Either an email or a Self Service message counts as a response.

Alternatively, if you have set the 'Close if no response received' to On, then upon reaching the number of days to wait if there has been no response received from the client, the system resolves the Ticket for you with a resolution method of 'No Customer Response'. It then follows the normal route to Closed, so if a feedback window has been configured the Ticket sits in Resolved for that period first.

While the wait is running, the Info Card tells you what will happen when it ends, for example 'Set to Wait For More Info until 14 Oct 2026 09:00. If no information is received, this Ticket will move back to To Do.'

Impact on SLA clock: SLA clock CONTINUES while Ticket is in this state.

If you're working on a Ticket 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.

The date and time must be in the future, and no more than one year ahead. If you leave it blank the system responds with 'Please specify a date to follow up on this Ticket before continuing.', and if the date has already passed it responds with 'Please set a follow up date and time in the future.'

If the follow up date you choose is later than the Ticket's due date, the system warns you that 'This date is beyond the Due Date. This may result in SLA failure'. It does not stop you.

Upon confirming the 'Wait Until' status, the Ticket 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 Ticket will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.

While a Ticket is waiting, the Info Card offers an 'Edit Wait' button. Use this to change the wait type or its settings without first moving the Ticket to another status. The same rules on days to wait and follow up dates apply.

Re-select this option if you wish to take the Ticket off 'Wait'.

You signify completing a Ticket by marking it as Resolved.

In addition to marking the Ticket as resolved you must specify the 'Resolution Method', with the following options:

Resolution Method

When to use it

'Rejected As Spam' only appears in the list for a Ticket that was created from an incoming email. Resolving as 'Rejected As Spam' is also the one case where the Ticket does not need a Primary Contact and a Requester.

If you try to save a resolution without picking a method, the system responds with 'Please specify a resolution type before continuing.'

The Ticket will then move to a state of Closed, unless a feedback window has been set for it, in which case it will move to a state of Resolved. See below for on this.

When you select to resolve a Ticket, if it has been configured this way in your system (see for more information), you must either:

Send a resolution email

Add an internal resolution note

This applies when you resolve with 'With Customer Response'. If you mark the Ticket as resolved and have not done either of these, the system will bring up a reminder message:

If you then choose to send a resolution email, the system will show this with a green tick in the email or note:

You will then be able to mark the Ticket as resolved.

If you have already added a resolution

If you have just added a note or sent an email before marking as 'resolved', the system will automatically mark this accordingly, and will not ask you to add a further resolution confirmation.

Subsequent Resolution Note / Email display in timeline.

For resolved Tickets, you will be able to see the note / email which was tagged as the resolution highlighted in green with tick marker:

Quick Resolution

For quick resolution, you can also send your resolving email and mark the Ticket as resolved in a single click. Just click the 'Send and Resolve' button at the foot of the email you are sending.

Some resolution methods cannot be picked from the dropdown because the system sets them when you carry out an activity on the Ticket:

Resolution Method

What caused it

After a Ticket has been resolved it may sit in that status for a brief period if a Feedback Window has been set for it. During this time period the service recipient may respond and the Ticket may be reopened, either manually using the 'Reopen' button or automatically upon receipt of a new incoming email or feedback within the time period.

The length of the feedback window comes from the 'Keep Ticket Open' setting on the Ticket Category in Builder. If no days are set there but the Ticket is being resolved with an outgoing email, the window runs until that email is due to be sent. If neither applies, the Ticket goes straight to Closed.

Clicking 'Reopen' puts the Ticket back into To Do and assigns it to you. When the system reopens the Ticket because new information arrived, it also puts the Ticket into To Do but leaves the assignee as it was. Either way the Info Card then shows 'Last Reopened By' with the date and time.

After the feedback window has completed without any further response, the Ticket will move to a state of fully 'Closed'. Any subsequent mails received will launch a brand new work item.

A Ticket arrives by email into the HR Services mailbox and Enate creates 10040-T in a status of To Do.

Ranjit opens the Ticket. Because he starts updating it, Enate assigns it to him and moves it to In Progress.
He needs the employee's payslip reference, so he replies to the requester, selects Waiting, chooses a wait type of 'Wait for more information', enters 5 days and leaves 'Close If No Response Received' clear. He clicks Save Changes. The tab closes and the Ticket moves from his Work Inbox into his Owned Work list. The Info Card reads 'Set to Wait For More Info until 26 Sep 2026 14:20. If no information is received, this Ticket will move back to To Do.'
The employee replies two days later. The New Information icon lights up and the Ticket returns to Ranjit's Work Inbox in a status of To Do, with a reason of 'New Information Received'.

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:

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

Actions will be displayed in order of:

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:
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:
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:

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:

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 within it, making it easy to track a group of work items which relate to each other.

See here for more information:

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

On schedule:

Due today:

Late:

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.

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:

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.

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.

Selecting a status from the dropdown does not change the Case on its own. To change a Case'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, 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.
Click Save Changes in the header ribbon. On a Case that is still in Draft, this button reads Save.

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.

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.

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.

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

See here for more information about processing a Case:

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

Field

Description

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

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.

The 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.

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 .

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.

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.

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:

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

See here for more information:

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:

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

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:

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:

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.

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