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As part of system-level settings, the following general settings can be configured:
This setting can determine if items which are set to longer-term pauses, or upon re-opening, should default to assigning back to the last user to perform any activity on it.
This setting allows you to choose whether or not the Time Tracker card on Work Items will be displayed to end users in Work Manager. Note that even when this control is hidden, time-on-task information is still automatically recorded in the database for MI purposes.
This setting allows the expected amount of time it should take to carry out an activity to be displayed in the the Time Tracker card for Work Items in Work Manager.
This setting allows you to specify if Tickets will require a resolution email / note to be added to a Ticket before it can be marked as ‘Resolved’. Note that upon an upgrade, this setting is ticked to maintain the previous behaviour.
This allows you to more easily manage your companies by creating a nested company structure where a parent company can maintain multiple child companies.
A parent company can have multiple child companies, but a child company can only have one parent company. A parent company cannot have its own parent company and a child company cannot be set as a parent company. Please note that a company cannot be both a Supplier and a Parent Company.
Additionally, a Work Manager user will be able to start work items for both parent and child companies for a parent company contact; however they will only be to start a work item for a child company for a child company contact.
The Contacts Card in Work Manager for work items running against a parent company will show the contacts of that parent company, but will not show any child company contacts, however work items running against a child company will show the contacts of that child company as well as of the parent company.
Once a parent company has been set, you can edit or remove it IF there are no running work items with contacts that are scoped to the current parent company. If this is the case, you will only be able to change the parent company once all of these work items have closed and there are no more running work items with contacts that are scoped to the current parent company.
This setting allow contacts to be auto-created when an incoming email has been received from an unknown email address. This setting is set to ON by default. Note that the company set to an auto-created contact will depend on the contact scope setting you have set. If it is set to 'Global', or 'Global and Local', the auto-created contact will have a Global scope. If it is set to 'Local', the auto-created contact will have a Local scope.
This option helps Enate capture analytics, such as user insights and product-related data and trends which will help us to improve our services. Data captured will NOT include any personal identification information. This option is switched on by default, but it can be switched off if desired.
This option allows Agent users to provide data around their daily time spent outside of Enate (for things like meetings, training etc.), to give Line Managers greater visibility of availability, helping with workforce scheduling and more efficient resource allocation.
This setting lets you decide if you want to show or hide process group information in both Builder and Work Manager.
If the setting is off, all process group labels and fields will be hidden.
Note that if a user tries to switch off the option after having added process group information, they will not be able to switch it off.
When new emails arrive into Enate, the system analyses the email to determine whether it’s a brand new request or related to an existing one, and then determines how to proceed.
The Work Item 'Plus Addressing' setting is where you decide how you would like your incoming emails to be processed. The options are as follows:
Plus Addressing OFF - Plus Addressing is completely disabled and emails are matched using the standard email processing rules only (i.e. those not used in Plus Addressing).
Mixed Mode - Plus Addressing is enabled and emails are matched using both plus addressing AND the standard processing rules standard email processing rules.
Plus Addressing Only - Plus Addressing is enabled and emails are matched using plus addressing ONLY.
Check out our dedicated Email Processing options article here:
Enabling this option will add a 'Reply To' header for outbound emails where work item matching data will NOT display as plus addresses in the 'From' address.
The impact of this is that if the setting is enabled, instead of seeing emails with
'jane.smith+12345-T@acmecorp.org' in the from field, it will instead show simply as
'jane.smith@acmecorp.org'.
Note that this option is only available if some form of plus addressing is enabled (i.e. either Mixed Mode or Plus Addressing Only mode have been selected) and it is set to off by default.
See here for more information about how Enate processes incoming emails:
Here you can specify the file types that you want your platform to accept. This is set to ‘All’ by default. Leaving the box blank means that all tile types will be accepted.
The email you supply here will override the default outgoing email address on communications which cannot be responded to.
This setting determines the maximum size allowed for outgoing emails. Users won't be able to send, schedule, or save as a draft emails that exceed this limit.
Please note that the 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.
Additionally, it is recommended that you configure the limit to 30% less than what you want your end-users to write as as an extra buffer to accommodate encoding etc. e.g. if you want the maximum size to be 100MB, we would recommend setting the limit to 70MB. Note that upon upgrade, the maximum email size will be set to 'No Limit'. Also note that the size limit will not be applicable to system-generated emails, such as Request Acknowledgement emails.
This lets you set the number of times the system will automatically retry to send an email by using the slider. This can be set up to a maximum of 10 times.
You will see the time intervals that the system will automatically retry to send the email which increase exponentially with each retry.
Once the system has retried sending an email 10 times, it will no longer retry sending it automatically, but you can still retry sending the email manually, i.e. by clicking the 'Retry' icon.
This lets you change the scope of your external contacts to either Global, Local or Global and Local.
Setting the contact scope to Global means that all the external contacts are scoped to Global/All Companies and those contacts can access/create work items of All the Companies.
Contact Creation in Work Manager : All the contacts created via Quick Find search or contact card in work item and Bulk creation are by default scoped to Global/All Companies.
Please note that selecting this option will clear the company relationship from every external contact.
Setting the contact scope to Local means that all the external contacts are scoped to a particular company and those contacts can access/create work items of the particular scoped company.
Contact Creation in Work Manager : All the contacts created via Quick Find search or contact card in work item and Bulk creation provides an option to set the scope of the contact to particular company.
Search from Contact Card: users in Work Manager will only be able to search for external contacts belonging to companies which the contact has associated to.
Scope Change in Work Manager : Any locally scoped contact can be changed to a different company when the contact has no active work items associated. If the contact has associated work items the contact should be removed from the work items to change the scope successfully.
Please note that it is only possible to set the scope to Local if all existing external contacts have a company associated with them. This can be achieved by editing them in the Contact Management view in Work Manager.
This setting lets you set some external contacts to Local and some to Global. This means that you can assign some external contacts with a company (and therefore users in work manager will only be able to create and work items for these 'local' external contact for the particular company that the external contact is associated with), and you can assign some external contacts as 'Global', so users in work manager will be able to create work items for all companies for these 'Global' external contacts.
Contact Creation in Work Manager : All the contacts created via Quick Find search or contact card in work item and Bulk creation provides an option to set the scope of the contact to particular company or set the scope to Global/All Companies.
Search from Contact Card: users in Work Manager will be able to search for all external contacts which are associated to company to which work item is associated and all other global external contacts.
Scope Change in Work Manager : Any locally scoped contact can be changed to Global and any globally scoped contact cannot be changed to a particular company if the contact has associated to work items of multiple companies, in this case the contact should be removed from the work items of other companies.
It is important to take the user permissions settings you have created when setting Local / Global Contact scoping:
Please note: Locally-scoped contacts are visible only to users with permission on specific companies or parent companies, while Global contacts are visible to all users.
As part of system-level settings you can define one or more Supplier (Service Provider) companies (this replaces the previous approach where this option was presented in the customer data popup of the Service Matrix page).
The settings for a supplier company are:
When you tick the 'This company may also receive service' icon, the following additional customer-relevant settings will also become accessible:
When editing a supplier, you are also able to see the activity history of the supplier by clicking on the Show Activity button. You can see when the supplier was created and by who and you can see if any subsequent edits have been made, when they were made and by who.
As part of system-level settings you can view, edit and create Contact tags to link users to work items.
In addition to the standard Contact Tags with which you can link a user to a work item (Primary Contact, Subject, CC, Requester), you can also specify further relationship types. Examples might be further options like ‘Broker’ or ‘Referee’.
Click to add a new contact. This will bring up the following popup:
When adding a new Contact the following information can be defined:
Note: Contact Tags can only be created, edited or deleted by users who 'Can Edit Shared Configuration' AND 'Can Access User Management' AND 'Can Set Live'. Additionally the Supplier Company of a Contact Tag cannot be changed after the Contact Tag has been added.
As part of system-level settings you can view, edit and create Locations to identify where geographically a user or a contact are.
To create a new Location, you must provide a name and then you can optional add a description, address, city, state, country and postal code
Click to add a new Location. This will bring up the following popup:
As part of system-level settings you can sync Enate to Office 365 email boxes.
See here fore more information about how to to this.
As part of system-level settings you can add and edit defect parties, so that when a work item goes wrong, service agents can add defects against the parties at fault.
To configure new or edit the migrated defects click the edit link on a Service Line and expand the new advanced settings.
Here you can configure up to three levels of defect categories, and you can even mix-and-match some that are only a single level while others have multiple levels.
The defects applied to a Work Item is shared with any related Cases/Tickets and Actions (just like Custom Data, Files, Contacts, etc). So a defect added to an Action will also show on its parent Case. If that Case was launched by a Ticket then they would also show on that Ticket. Likewise if a Defect is added to a Ticket then it shows on the Case if one is launched from it.
When editing a defect category, you are also able to see its activity history by clicking on the Show Activity button. You can see when the defect category was created and by who, as well as if any edits have been made to the defect category, when they were made and by who.
Defect Parties can be localised and managed in the Localisations page.
In the data warehouse only the ‘hidden’ value was exposed with no way of getting the Display Value. Now there is just a single value defined.
The warehouse contains the Defect Categories even if they are not referenced by a Work Item yet.
The warehouse contains the localised Display Values in the usual Localisations table
See separate “Breaking Changes” document for technical details of the new Warehouse database structure.
Defect Categories that are on a Case OR Ticket are migrated to a single list on the Service Line – this should be validated manually after the migration has been completed.
Note for customers migrating from version prior to v2019.4: Some customers may have some misconfigured Defect Categories created in older versions of the product. For example, it may be that they have have a Defect Categories of ‘(Select)’ which incorrectly does not have a value defined ending in ‘.Blank’ (perhaps a typo of ‘,Blank’) – as such this would be considered a valid category for the user to select in 2019.3 and below, and so this will be migrated over to later versions as a valid defect category. Customers may wish to correct or delete such unwanted defect values, something which can easily be achieved in Enate Builder.
To access system-wide settings, select the cog at the foot of the Builder toolbar:
Here you'll find settings which have a global effect across the system. The settings are grouped into the following sections:
Tagging files is an important feature for processes which involve automation technology. Example: if a downstream automated Action needs to know that the file you’ve attached to your Case is the ‘Invoice Confirmation’ file, you can tag the relevant files as such and, no matter what the file name, the automation technology would know to select that file based on its tag.
File tag configuration can be accessed from the menu in System Settings.
Here you can view a list of your existing File Tags and you can create, edit and delete File Tags.
You can edit an existing File Tag by clicking on it and editing the information in the resulting popup.
You can create a new File Tag by clicking on the '+' icon and defining its Name and Description in the resulting popup.
If a File Tag is marked as ‘Hidden’ it will not be accessible by users in Work Manager (but is still available for use in background activities e.g. when external RPA resources set / make decisions based on file tag values.
Please note:
File Tag names should be unique.
Deleting a File Tag will instantly remove it from all running Work Items.
Once you've added tags to your system, they will display in the Files Card on work items in Work Manager, and they'll be available to configure for auto-adding tagged documents into emails with matching tags.
You can configure your single sign-on settings in the System Settings section of Builder.
To configure Single-Sign On, you must:
Add a service provider certificate - the service provider is the application providing service, i.e. Enate.
Add identity provider settings - the identity provider is the system authenticating usernames and passwords, i.e. your third party systems such as Azure AD.
Note that in order to edit these settings, a user must have the 'Edit System Settings' access option enabled as part of their user role. Users without this access option will be able to view the settings in read-only mode.
To add a service provider certificate, you can either generate a new one or upload an existing certificate.
If you are generating a brand new certificate, fill in the following settings:
| Setting | Note |
|---|---|
To create an identity provider, you can either enter the necessary settings manually or import the metadata exported from your third-party system to auto-fill the necessary settings.
As part of system-level settings you can view, edit and create Cost Centers to identify where geographically a user or a contact are.
To create a new Cost Center, you must provide a name and a code followed by an optional description.
Click to add a new Cost Center. This will bring up the following popup:
You can configure your password policy in the System Settings section of Builder.
Changes will take immediate effect after you click ‘Submit’. Users logging in after you have clicked ‘Submit’ will have to use a password that adheres to your new password policy.
Note that in order to edit these settings, a user must have the 'Edit System Settings' access option enabled as part of their . Users without this access option will be able to view the settings in read-only mode.
You can configure the following settings for your password policy:
| Setting | Note |
|---|
Note that only one password policy can be set.
As part of you can view, edit and create the Queues which exist in the system.
For each existing Queue you will be able to see:
The Queue Name
The number of people linked to the Queue (Members)
Who are the Manager(s) of the Queue
Click the + icon to create a new Queue. Click on a Queue to edit it.
Clicking on the Show Activity button lets you see what edits have been made to the Queue and when, as well as when the Queue was created and by who.
The Approval Rules section is where you can supply the rules which determine who approval requests are to be sent to.
There can be any number of different business rules, from the simple to very complex, involved here. Rather than create a dedicated rule interface in Builder for you to try to build them directly there (which would be very unlikely to cover such a wide range of required business scenarios), we instead use an approach where you can upload an Excel file where you can define whatever business rules you need to, as long as the result passes up to Enate the names of the individuals who are to be the approvers.
You can download an Excel template from the Approval Rules section of the System Settings page in Builder that you can use as a guide for your own rule creation.
The first sheet of the template contains instructions about how you should correctly format your own approval rules.
Some of the excel template consists of standard sections where you'll need to provide data in a certain way, while other sections are more freeform where you can enter whatever business logic you need to. Note that the variables defined will need to be information Enate has access to, and the Approvers specified will at least need to have a Contact record set for them within the system.
The Input Parameters sheet is were you define the values that they will use in their rule conditions.
The Rules sheet is where users define your rule conditions. These rules should be based on the Input Parameters specified in the Input Parameters tab.
The Approver sheet is where you provide their approvers, and their approval levels. When an approval process is triggered in Enate, Enate will use these values to determine who to send the approval request to.
Whenever an Approval Action is triggered in a workflow, Enate will automatically run through the rules in the Excel template (passing in whatever variable values are asked for from the work item) extract the resulting approver names and email addresses and then send the approval requests to those individuals.
Once you have uploaded a valid rule file, it will be marked as having 'Validated Changes' .
This means it can be used for testing in Work Manager using test mode. Once you have done your testing and you are happy with your rules, set the rules sheet to live so that it can be used in live processes.
You can also download, delete and view the activity history of the rules file using the ellipses menu on each uploaded sheet.
At runtime, if an approver decides to decline a request, they will have to specify a rejection reason.
The rejection reasons they can choose from are set the 'Approval Rejection Reasons' section of the System Settings page in Builder.
There are a number of default, out-of-the-box reasons, which include:
If these don't quite meet your needs, you can also create new rejection reasons. To create a brand new reason, click on the plus symbol.
Give the reason a name and a description and click to create.
You can always edit a rejection reason after it has been created by clicking on it and editing its details in the subsequent pop-up, and you can delete a reason by hovering over the reason and clicking on the 'X'.
There is an option to display a link to your company's Privacy Policy on the Enate login page. Note that this requires you to have a web-available location for your company's Privacy Policy. The setting for this is accessible in system settings section of Builder: When a value is set for this, a link called 'Privacy Policy' will appear on the login page below the link for forgotten passwords (no such link will display if a value is not supplied for this in Builder).
Clicking on the privacy policy link will open up a new browser tab showing the link provided (i.e. your own Privacy Policy page).
Please Note: Enate does not record whether a user accepts or declines the privacy policy.
To configure a privacy policy link, go to Enate Builder and open up the 'Settings' page. Scrolling to the bottom of the 'General Settings' section, Builder users will find the Privacy Policy Link section. Here, users can insert the http/s link to their company's privacy policy. Once inserted, this link will open when a user clicks on the privacy policy link on the Enate login page.
| Setting | Note |
|---|---|
| Rejection Reason | Description |
|---|
Setting
Description
Notes
Working Hours per Day
The number of standard hours in a Working Day for this customer. This value defaults to 8 hours, but can be set to any value.
This value can be set at company level as a default suggestion whenever a contract is created for this customer.
Value specified should not exceed the difference between start and end hours of work in the Default Calendar selected above.
Self Service Environment*
If this customer’s employees are allowed to access Self Service, select the Self Service site to be used.
*Will only show if Self Service environments are set up in your system (setup carried out via the administrator’s ‘Manager’ application).
Attribute
Notes
Name
Desired name for the Contact Tag, e.g. ‘Broker’
Description
Description of the Contact Tag, for internal use only.
Supplier Company
Whether this Contact Tag should be classed as belonging to a Supplier Company. If a Supplier Company is selected, the Contact Tag can only be used by service agents with the same Supplier Company. If no supplier company is selected, the Contact Tag will be classed as global and can be used by any service agent, regardless of their Supplier Company.
Allow Multiple
If set, you will be able to tag multiple contacts in the same work item with this value
Show in Contact Activity Page
If set, when opening the Contact Activity Page for a contact in Work Manager, any work items linked to this contact via this relationship will display on their Activity tab.
Show in Self Service
If set, when a self service user is displayed the work items in their tracker which ‘relate’ to them, any work items which they are linked to with this type of contact tag will display.
Subject
This is just for your reference. Mandatory.
Key Size
Value depends your security standards.
Hashing Algorithm
Value depends your security standards.
Validity Period in Years
How long would you like the certificate to be valid for. Enter the number of years. Maximum of 2 years.
Name
This is mainly for your reference. It also shows on the login page as a tooltip. Mandatory. E.g. Sign in with Office 365.
Description
This is just for your reference. Optional. E.g. Logs in Enate users using their Enate account.
Logo
This is the logo that will appear on the login page. File must be .pgn, .gif or .jpeg and 120 by 28 pixels. Mandatory.
Login Binding Type
Set this to match how it is set in your identity provider, or how your identity provider's documentation tells you to set it. This will be auto-filled in if you import a metadate file.
Logout Binding Type
Set this to match how it is set in your identity provider, or how your identity provider's documentation tells you to set it. This will be auto-filled in if you import a metadate file.
Allow Identity Provider Initiated Login/Allow Unsolicited AuthN Requests
This determines whether you acknowledge or ignore unsolicited AuthN requests. Unsolicited AuthN requests occur when a user starts the login procedure from the Identity Provider without first visiting Enate.
During a solicited request, the User visits the Enate login page, clicks the SSO provider logo and is redirected. Upon completion of the authentication, they are redirected back to Enate where the authentication completes. This was solicited by Enate.
During an unsolicited request, the user visits the Identity Provider, possibly an 'Application Directory', and clicks the Enate logo. They are redirected to Enate where authentication completes. Because this flow was initiated by the Identity Provider, it is considered unsolicited by Enate.
Identity Provider ID/Identity Provider Entity ID
Set this to match how it is set in your identity provider, or how your identity provider's documentation tells you to set it. This setting will be auto-filled if you have imported a metadate file.
Single Logout URL
Set this to match how it is set in your identity provider, or how your identity provider's documentation tells you to set it. This setting will be auto-filled if you have imported a metadate file.
Single Sign On URL
Set this to match how it is set in your identity provider, or how your identity provider's documentation tells you to set it. This setting will be auto-filled if you have imported a metadate file.
User Identifier Claim
Which claim (e.g. first name, last name, etc. that has been set up in your third party identity provider) you want to use to maps to your users' email addresses. Set this to match how it is set in your identity provider, or how your identity provider's documentation tells you to set it. This setting will be auto-filled if you have imported a metadate file. This is a free text field as well as a dropdown, so it can be customized, but it will likely just be email addresses.
Identity Provider Certificate
Add a copy of the certificate (Base-64 CER) provided by your third party identity provider. This setting will be auto-filled if you have imported a metadate file.
Budget Constraints | The requested funds exceed the allocated budget or available funds for the specified period. |
Duplicate Requests | The same request has been submitted multiple times. |
Incorrect or Incomplete Information | The submitted data or documentation is inaccurate, incomplete, or contains errors. |
Missing Supporting Documentation | Required supporting documents, such as invoices, receipts, or contracts, are missing. |
Policy Non-Compliance | The request or transaction violates company policies, regulatory requirements, or compliance standards. |
Vendor or Partner Issues | The proposed vendor or partner has encountered issues or concerns that impact the request's viability. |
Maximum age in days of password | Enter the maximum number of days you want users to be able to use a password for before the system prompts them to update it. |
Minimum age in days of password | Enter the minimum number of days that a user cannot update their password for. |
Maximum length of password | Enter the maximum number of characters you require your users' passwords to be. Note that this value must be equal to or greater than the combined 'number character count' and 'symbol character count' values which you might set elsewhere in your password policy settings. Maximum password length is 64. |
Minimum length of password | Enter the minimum number of characters you require your users' passwords to be. |
Password must contain an upper-case and a lower-case letter | Select if you want to make it mandatory for your users to use at least one lower-case letter and one upper case letter in their passwords. |
Password must contain this many numbers | Enter the number of numbers you require your users' passwords to contain. Note that the password's maximum length must be longer than the combined symbol count and this number count. |
Password must contain this many symbols | Enter the number of symbols you require your users' passwords to contain. Note that the password's maximum length must be longer than the combined number count and this symbol count. |
Number of failed attempts before a user gets locked out | Enter the number of times a user can enter the wrong password before they are locked out of the system. They will then have to speak to the relevant parties to get their password reset. Note that if you enter a value here, you must also enter a value for the 'Length of time to lock out a user in minutes' setting. |
Length of time to lock out a user in minutes | Enter the length of time in minutes you want a user to be locked out for when they have entered their password incorrectly too many times. Note that you must add a value here if a value has been added for the 'Number of failed attempts before a user gets locked out' setting. |
Number of previous passwords to store | Enter the number of previous passwords you want the system to store to prevent users reusing the same passwords again. Note that if you enter a value here, you must also enter a value for the 'Number of days to store previous passwords' setting. |
Number of days to store previous passwords | Enter the number of days previous passwords are to be stored. Note that you must add a a value here if a value has been added for the 'Number of previous passwords to store' setting. |
IP Ranges Allowed | Enter a valid IPV4 address in CIDR notation. Multiple IP ranges can be added. |
Setting
Description
Name
The name of the company. This is mandatory and must be unique.
Description
A description of the company
Default Calendar
This a default working calendar which will be used as the suggested ‘Supplier Calendar’ value when creating contracts. Working calendars are used when calculating any Due Date/Times for activities configured to use the Supplier’s working hours (e.g. ‘must be completed within 5 working hours, according to the Supplier’s Working Calendar).
This company may also receive service
It is possible that a supplier company also receives Service, i.e. is also a Customer. If so, you should tick this. When you tick this, the Working Hours per Day and Self Service Environment settings will become accessible.
Default Language
The default language of the company.
