What are Actions?

Actions are the constituent parts of a Case, i.e. a Case is made up of a flow of Actions.

The Actions that you can add to a Case flow come from a standard menu of Actions, but can be added in any order.

You can add a variety of types of Actions - see below for more details.

Actions can be manual (i.e. can be carried out by humans and bots) or the can be automatic, e.g. auto sending an email.

You can choose to add a set of instructions to an Action, often a checklist of activities, to track progress within the Action.

All the manual Actions that are added to the process flow are shown under [Action Info] tab, and you can configure their standard attributes there. Additionally, specific types of Action (e.g. Email and Peer Review) Actions have further attributes which are displayed in subsequent tabs in the same location. These will only display once you add an Action of that type to your flow.

What types of Action can I add?

Depending on which Action types have been creating in your system, you can add the following types of Action:

• ABBYY FlexiCapture Actions - these Actions provide integration with ABBYY FlexiCapture

• Approval Actions - these Actions enable the creation of approval request flows.

• Manual Actions - these Actions are carried out by humans or bots

• Manual with Peer Review Actions - these Actions allow different members of a team to crosscheck each other's work. They involve two parts: the first part is the "doing" of the Action by one user, the second part involves reviewing to check if the Action was completed correctly - this review is done by a different user.

• Send Email Actions - these Actions involve the user sending out an email

• Send Email and Wait Actions - these Actions involve the user sending an email and waiting for a response.

• Start Case Actions - these Actions

• Trigger External API Actions - these Actions are used 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.

• Wait for Sub Cases to Complete Actions - these Actions wait for a specific Sub-Case to reach completion before allowing the Case to move on to the next Action.

Action types can be configured in the Service Lines page, see this article for more details, or directly from within a Case screen itself.

How do I add Actions to a Case?

If you need to add additional Actions to your Case, you can do this by:

1. Adding an Action from a step

2. Adding an Action from an existing Action

3. Adding an ad-hoc Action

Adding Actions from a step

Clicking on the menu icon on the right of a Step will give you the option to:

• Add a Condition (click here for more details)

• Add an Action in series

• Add a parallel Action

You then need to choose which Action you want to add to the flow

Adding Actions from an existing Action

Clicking on the menu icon on the right of an Action will give you the option to:

• Delete the Action

• Cut / copy / paste the Action

• Move the Action up or down within the Step flow

• Add further Actions, either before, after or parallel to the selected Action

When adding an Action from another Action, you can choose to add an Action before, after or in parallel to the selected Action.

How do I edit a Case Flow

Once you have added an Action, clicking on the menu icon on the right of it in the flow will give you the option to:

• Add further Actions, either before, after or parallel to the selected Action

• Rearrange the order of Actions by moving the Action up or down within the same Step

• Merge multiple Actions - adding a new merged Action or editing an existing merged Action

• Cut / copy / paste the Action

• Delete the Action

Copy/Paste Actions

You can also cut, copy and paste Actions within a Case Flow diagram.

Selecting the Action to be cut/copied and pasted in the Flow Diagram will highlight the Action in the Grid below as well.

How do I configure an Action's settings?

Clicking on an Action in the Case flow will open the Action Info tab in the info grid and highlight that particular Action in the grid.

Here you can the configure the following settings for that Action:

Different types of Action might require additional settings. These can be added in the additional tabs that will appear when these Actions are added to the flow. See here for more information.

Copy/Paste Data

In every tab in the Info Section apart from the Case tab, you can copy and paste data to make configuring attributes quicker and easier.

You can select data from multiple cells and paste that data into selected destination cells.

If you want to copy more that one cell from multiple columns, you must make sure to copy the same number of cells from each column:

If the number of cells you select to paste data to is more than the number of cells you have copied, the data you have copied will repeat itself to fill the highlighted cells.

If the number of cells you select to paste data in is less than the number of cells you have copied, you will only paste data to fill the highlighted cells i.e. if you copy the data from 4 cells but select to paste that data into 3 cells, then only the data from the first 3 cells you copied will be pasted.

If you select to paste data into multiple places, the data that is pasted will begin from the start of the first cell you copied.

The data from the first cell you select will be pasted first:

Overview

Peer Review Actions are a great way for different members of a team to crosscheck each other's work for key actions within a case, letting you embed quality checks into your processes without having to add in feedback flows.

Enate supports this with a 'Manual with Peer Review' Action type that you can add to your Case flows. These are like 'Manual' Action types, except that once the initial manual activity is carried out by a user, Enate will route the Action to be picked up by a different user to check the work, passing or failing it. If failed, it will route back to the original user to resolve the issues.

Watch this video to find out more about how to set up a Peer Review Action:

Click here for more information and examples about when and why you would user Peer Review Actions.

For detailed information on how Peer Review Actions work at runtime, see the dedicated Work Manager section.

Creating a Peer Review Action Type

You can either create a Peer Review Action type in the Service Line section of Builder, or directly from your Case flow.

From the Service Lines Page

Creating a Peer Review Action type from the Service Lines page adds the Action type to your menu of available Actions when you're building flows subsequently in Cases.

To do this, in the Service Line page, select which service line you would like to add the peer review Action to and then click on the plus symbol next to the 'Process Search' box. This will bring up a drop down menu where you can select an Action.

This will open up a new Action for you to create.

Add a name and description to your Action and then in the type drop down select 'Manual Action with Peer Review'.

You can then choose to add a global checklist to the Action. This contains a standard checklist of activities that will be added any time this Action type is added to a Case flow. See here for more information on checklists.

You can also choose to add a Peer Reviewer global checklist to the Action. This contains a standard checklist of activities for the peer reviewer to complete that will be added any time this Action type is added to a Case flow. See here for more information on peer review checklists.

Once you are happy with your Action, hit save to create it. This Action can now be added to new and existing business processes by selecting it from the dropdown list when adding a new Action to a Case.

From a Case Flow

Alternatively you can add an Peer Review Action type directly from the Case flow itself.

To do this, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its type, select 'Manual with Peer Review Action'.

This will add the Peer Review Action to the Case flow.

Configuring Peer Review Actions

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the usual following information for an Action:

Additionally, once a Peer Review Action has been added to your Case flow, a new 'Peer Review' tab will display in the info grid.

Here you need to add the following settings that are only relevant for the Action once it is in its 'Peer Review' stage.

Peer Review Checklists

You can set up Peer Review Actions to display a dedicated checklist for the peer review section of the Action. These checks must be carried out and confirmed by the peer reviewer before the Action can be marked as resolved, allowing you to enforce procedure in how Peer Review Actions should be completed by agents at runtime.

In Work Manager, users will then have to confirm for each item in the checklist whether they have completed it (the options are Yes, No, N/A) and they can even add a note for each check.

You can create two different levels of peer review checklists:

• 'Global' checklists - these are added to the Action type and contain a standard checklist of activities must be carried out and confirmed by the peer reviewer before the Action can be marked as resolved. Global checks will be added any time this Action type is added to a Case flow. Global peer review checks can be added/edited at Service Line level or from the Peer Review Checklist setting in the Case screen.

• 'Local' checklists - these help support 'custom' activities that take place for that specific Action that must be carried out and confirmed by the peer reviewer before the Action can be marked as resolved. Local checks will only apply to the specific Action they have been added to. Local peer review checks are added to the Peer Review Action itself from the Peer Review Checklist setting in the Case screen.

Once important feature to note is that once you've created a local checklist item, you can drag it up to LINK it to a global check, specifying whether it should run before or after a standard global check. You'll see the colour-coding denoting which global check it's linked to. If ever the order of global checks is adjusted, all the linked 'local' checks will move with it. Once you're happy with your overall checklist you can OK this and the checklist for this Action is saved.

At runtime, users reviewing the Action in Work Manager will just see a single list of the checks they must complete, with no differentiation between global and local checks. They'll have to complete all of the checks in order to mark their Action as resolved.

Adding Conditions to Bypass a Peer Review

You can also choose to automatically bypass a peer review by adding a condition to a Peer Review Action in your Case configuration. If that condition is met, the peer review part of the Action will no longer be required. This gives you more flexibility when using Peer Review Actions and allows you to avoid any unnecessary peer reviews.

To set a condition for a peer review, in your Case flow screen select the relevant Peer Review Action and, on the Peer Review tab, click the 'Bypass if' icon.

In the resulting popup, set your condition - choosing a data field (which can be standard or one of your own custom data items), then a condition and a value.

Selecting the 'Advanced' option lets you create a more complex condition with a combination of multiple criteria, adding a plus symbol between each part. You can check the validity of your expression via the external DotNetfiddle link. Once you're happy with your settings here, apply the condition.

The 'Bypass if' icon will the be highlighted, showing that a condition has been added.

Save the update to your Case and set the new version live.

Over in Work Manager, if the condition you have added is met, at runtime the activity will move straight from the manual activity onto the next Action, bypassing the peer review stage. A note will subsequently be displayed in the Actions list on the Case screen, showing that the peer review activity was not required.

Overview

'Approval' Actions enable an approval request flow to be added into the Case.

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 scenarios in a more integrated way - to ensure that this 'approval cycle' is tightly managed and visible within the flow of activities in Enate. When an Enate Case reaches an Approval Action in a flow, things then work as follows:

• Enate uses uploaded business rules to determine the Approvers to whom approval request emails should be sent (standard email templates are available, but these can be modified to contain information sufficient for approver to review what is being requested). See dedicated section describing how your approver business rules can be uploaded into Builder.

• Once the approvers are determined, Enate sends out Approval Requests and then Waits for their response. Depending on the type of approval defined, this might send out one request after another (awaiting approval from the first) in a multilevel request, or might send the request to a group of people in one go, waiting for either one or all to approve before continuing. Note: While this is happening, the Approval Action in Work Manager sits in a state of 'Wait for more Information'

• Those approvers can then approve or decline, via a link in the email sent to them which takes them to an online form.

• Once all required Approvals have been received, the Case process can continue again*.

To use 'Approval' Actions, you need to create an 'Approval' Action type and then add the Action into your Case flows.

Creating an Approval Action Type

You can either create an Approval Action type in the Service Line section of Builder, or directly from your Case flow.

From the Service Lines Page

Creating an Approval Action type from the Service Lines page adds the Action type to your menu of available Actions when you're building flows subsequently in Cases.

To do this, in the Service Line page, select which service line you would like to add the Approval Action to and then click on the plus symbol next to the 'Process Search' box. This will bring up a drop down menu where you can select an Action.

This will open up a new Action for you to create.

Add a name and description to your Action and then in the type drop down select 'Approval Action'.

Once you are happy with your Action, hit save to create it. This Action can now be added to new and existing business processes by selecting it from the dropdown list when adding a new Action to a Case.

From a Case Flow

Alternatively you can add an Approval Action type directly from the Case flow itself.

To do this, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its type, select 'Approval Action'.

This will add the Approval Action to the Case flow.

Configuring Approval Actions

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the usual following information for an Action:

Additionally, once an Approval Action has been added to your Case flow, a new 'Approval' tab will display in the info grid.

Here you need to add the following settings that are only relevant for Approval Actions.

Overview

'Manual' Actions let users send out manual emails to service recipients.

To use 'Manual' Actions, you need to create a 'Manual' Action type and then add the Action into your Case flows.

Creating a Manual Action Type

You can either create a Manual Action type in the Service Line section of Builder, or directly from your Case flow.

From the Service Lines Page

Creating a Manual Action type from the Service Lines page adds the Action type to your menu of available Actions when you're building flows subsequently in Cases.

To do this, in the Service Line page, select which service line you would like to add the Manual Action to and then click on the plus symbol next to the 'Process Search' box. This will bring up a drop down menu where you can select an Action.

This will open up a new Action for you to create.

Add a name and description to your Action and then in the type drop down select 'Manual Action with Peer Review'.

Once you are happy with your Action, hit save to create it. This Action can now be added to new and existing business processes by selecting it from the dropdown list when adding a new Action to a Case.

From a Case Flow

Alternatively you can add a Manual Action type directly from the Case flow itself.

To do this, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its type, select 'Manual'.

This will add the Manual Action to the Case flow.

Configuring Manual Actions

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the usual following information for an Action:

Additionally, once a Manual Action has been added to your Case flow, a new 'Email info' tab will display in the info grid.

Here you need to add the following settings that are only relevant for Manual, Send Email and Send Email and Wait Actions.

Overview

The Case screen is where you create and configure a flow of Actions to make up your business process.

The Case screen is made up of two main sections:

1. Flow Diagram - where you can see the Steps of the Case and configure the flow of Actions for the Case. See here for more information about designing your Case.

2. Info Section - where you configure the settings for the Case and its Actions. The Case Info tab and the Action Info tab will display by default, but other tabs might appear depending on what type of Actions you add to your flow. See here for more information about configuring your Case's settings.

Further Options in the Case Screen

If you have opened the process in view-only mode, click on the blue Edit icon in the toolbar to allow changes to be made.

This will bring up the Save and copy buttons.

You can view the status of the Case from the 'Status' dropdown.

Steps in a Case flow have already been defined as part of Case TYPE definition under the Service Line and cannot be changed from the Case screen. See here for more information on this.

Each step in the flow diagram shows you the total number of Action processes that are configured for that step.

You can adjust the height of the info section:

You can also use the ‘View’ dropdown link to change the view of the screen. You can: View the Flow only; View the Info Section only; or view both sections. Your preference will be saved when you switch between Cases and when you next log in.

The 'Version' dropdown lets you choose which version of the Process you want. By default you will see the currently draft (In Progress version), but can switch to the currently Live version and even previous now retired versions to compare process flow setup.

You can also restore a retired version of a Case process by opening the Case in edit mode, clicking on the retired version you want to restore, then clicking on 'Restore'.

When you restore a retired version, it will return it to a state of draft that you can then edit, save and set live.

The 'Show Activity' button lets you see the previous activity for the Case Process. You can see who created/deleted/last edited the Case Process, so you know who to go to if you need further information. The information will be highlighted in Green if the object has been created, restored, enabled or set live; in yellow if the object has been updated; and in red if the object has been deleted, disabled or retired.

The Show in Self Service option lets you choose if you want the Case process to be available to Self Service users. If the icon is highlighted in blue, the Case will be available to Self Service users; if the icon is grey, the Case will not be available to Self Service users.

You use the Case screen to create a flow of Actions which make up your business process. You can in any order, either from the existing standard menu of Actions defined, or by creating brand new Actions from within the Case screen itself.

The Steps for your Case are set as part of your initial set-up, and are not editable from the Case screen.

Once you have added an Action, you then need to set the various attributes necessary to determine how it will act at runtime. Primarily you set ‘Who does it go to’ (i.e. which Queue, and perhaps which position), ‘When is it due’ and some further general settings. The options available for you to pick here are a , shared between Case, Ticket and Action configurations.

To create a brand new Case process, click the '+' icon in a blank Case cell on the Service Matrix screen.

You will be taken to a blank Case Screen and be met with the ‘Case Clone’ pop-up.

Here you have two options. You can either choose to clone the settings from an existing Case or you can choose to create a Case from scratch.

If you want to create a Case from scratch, simply click away from the pop-up. This will leave your new Case screen blank and you can start adding our Actions and settings as desired.

If you want to clone the settings from an existing Case, select a Case from the ‘Case Clone’ pop-up whose settings you want to copy to your new Case.

The 'Same Process Types Only' option lets you filter down the available processes to only show processes from the same Case type. It is disabled by default.

You can also filter the processes by customer, contract and service. Contract options will be based the customer selection and the service options will be based on the customer and contract selections.

Once you have selected a Case, the settings from that existing Case will be cloned into your new Case's screen. From here you can adjust the Actions and settings as desired.

Overview

Enate allows the automatic sending of emails by the system.

A 'Send Email and Wait' Action type that you can add to your Case flows will automatically send out an email and wait for a reply to the email before closing and progressing to the next Action.

If you want to automatically send out an email and then immediately progress on the the next Action without waiting for a response, you should instead select a 'Send Email' Action - see here for more information on that Action type:

For detailed information on how Send Email and Wait Actions work at runtime, see the dedicated Work Manager section:

Creating a Send Email and Wait Action Type

You can either create a Send Email and Wait Action type in the Service Line section of Builder, or directly from your Case flow.

From the Service Lines Page

Creating a Send Email and Wait Action type from the Service Lines page adds the Action type to your menu of available Actions when you're building flows subsequently in Cases.

To do this, in the Service Line page, select which service line you would like to add the Send Email and Wait Action to and then click on the plus symbol next to the 'Process Search' box. This will bring up a drop down menu where you can select an Action.

This will open up a new Action for you to create.

Add a name and description to your Action and then in the type drop down select 'Send Email and Wait'.

Once you are happy with your Action, hit save to create it. This Action can now be added to new and existing business processes by selecting it from the dropdown list when adding a new Action to a Case.

From a Case Flow

Alternatively you can add an Send Email and Wait Action type directly from the Case flow itself.

To do this, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its type, select 'Send Email and Wait Action'.

This will add the Send Email and Wait Action to the Case flow.

Configuring Send Email and Wait Actions

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the usual following information for an Action:

Additionally, once a Send Email and Wait Action has been added to your Case flow, a new 'Email info' tab will display in the info grid.

Here you need to add the following settings that are only relevant for Manual, Send Email and Send Email and Wait Actions.

Overview

Enate allows the automatic sending of emails by the system.

A 'Send Email' Action type that you can add to your Case flows will automatically send out an email and then immediately close the Action and progress on the the next Action without waiting for a response.

If you want to automatically send out an email and wait for a reply to the email before closing and progressing to the next Action, you should instead select a 'Send Email and Wait' Action - see here for more information on that Action type:

For detailed information on how Send Email and Wait Actions work at runtime, see the dedicated Work Manager section:

Creating a Send Email Action Type

You can either create a Send Email Action type in the Service Line section of Builder, or directly from your Case flow.

From the Service Lines Page

Creating a Send Email Action type from the Service Lines page adds the Action type to your menu of available Actions when you're building flows subsequently in Cases.

To do this, in the Service Line page, select which service line you would like to add the Send Email Action to and then click on the plus symbol next to the 'Process Search' box. This will bring up a drop down menu where you can select an Action.

This will open up a new Action for you to create.

Add a name and description to your Action and then in the type drop down select 'Manual Action with Peer Review'.

Once you are happy with your Action, hit save to create it. This Action can now be added to new and existing business processes by selecting it from the dropdown list when adding a new Action to a Case.

From a Case Flow

Alternatively you can add an Send Email Action type directly from the Case flow itself.

To do this, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its type, select 'Send Email Action'.

This will add the Send Email Action to the Case flow.

Configuring Send Email Actions

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the usual following information for an Action:

Additionally, once a Send Email Action has been added to your Case flow, a new 'Email info' tab will display in the info grid.

Here you need to add the following settings that are only relevant for Manual, Send Email and Send Email and Wait Actions.

Overview

It is possible to configure a Case to start automatically from within a Case flow.

Enate supports this with a 'Start Case' Action type that you can add to your Case flows. When the Case flow reaches a 'Start Case' Action, a new Case will be triggered.

Creating a Start New Case Action Type

You can either create a Start Case Action type in the Service Line section of Builder, or directly from your Case flow.

From the Service Lines Page

Creating a Start Case Action type from the Service Lines page adds the Action type to your menu of available Actions when you're building flows subsequently in Cases.

To do this, in the Service Line page, select which service line you would like to add the Start Case Action to and then click on the plus symbol next to the 'process Search' box. This will bring up a drop down menu where you can select an Action.

This will open up a new Action for you to create.

Add a name and description to your Action and then in the type drop down select 'Start Case Action'.

You can then choose to add a global checklist to the Action. This will add the same checks that are applied to any other action where the global checklist has been added.

Once you are happy with your Action, hit save to create it. This Action can now be added to new and existing business processes by selecting it from the dropdown list when adding a new Action to a Case.

From a Case Flow

Alternatively you can add a Start Case Action type directly from the Case flow itself.

To do this, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its type, select 'Start Case'.

This will add the Start Case Action to the Case flow.

Configuring Start Case Actions

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the usual following information for an Action:

Additionally, once a Peer Review Action has been added to your Case flow, a new 'Start Case' tab will display in the info grid.

Here you need to add the following settings that are only relevant for 'Start Case' Actions.

Sub Case vs Independent Case

Option 1: Starting a Sub Case

Option 2: Starting an Independent Case

If you do NOT tick the Sub Case option, the new Case launched will be completely independent from its 'parent' Case, which will not wait for it to complete. This is useful when the parent Case’s due date is not dependent on some sub-part being completed (e.g. by a different department).

If you choose to start the new Case as an independent Case, you can then choose whether to copy across the defects, files (including tags), links and custom data into the new Case.

Auto-Start By Schedule Cases

Note that if the Case which is set to be launched as part of the 'Start Case' Action is itself linked to a schedule, you will need to go to that Case's configuration screen in Builder and untick the 'Auto Start By Schedule' toggle in that Case's Info tab. If you do not, the Action will fail to launch a new Case (both launching options are not possible).

Overview

The Document Extraction component automatically extracts the relevant data from files attached to incoming emails so that this data can be used in further processing of the work item, saving your agents time and effort. This also means that documents such as PDFs can be scanned and used both to start Cases in Enate and to form part of the ongoing process's activities.

When a Document Extraction Action runs for a Case, documents attached to the Case can be submitted to your desired technology for scanning and the processed output files will be returned and automatically attached to the Case.

If at any point the technology you're using is not confident enough of the results, based on a confidence threshold that you can set, Enate will instantly transfer the work to an agent in Work Manager to look over and verify, giving you that 'human in the loop' support.

Enate supports this with an 'IDP Data Extraction' Action type that you can add to your Case flows. You'll need to before you can use IDP Data Extraction Actions in your flows.

For detailed information on how IDP Data Extraction Actions work at runtime, see the dedicated section.

Creating an IDP Data Extraction Action Type

To create an IDP Data Extraction Action, you first need to have activated the Data Extraction component in Enate Marketplace. See for more information.

You'll then need to set up your Case flow to support the Document Extraction component. This involves adding an 'IDP Data Extraction' Action in Enate Builder to use in your desired Case flows.

You can either add an existing one from the Actions list if one has already been created, or you can create a brand new one.

IDP Data Extraction Actions can be created in the same way any other Action is created in Enate: either from the Service Line page, or directly from within your Case flow.

To create an IDP Data Extraction Action from the Service Line page, select to create a new Action under the desired service line, give the action a name and a description and choose approval action from the type drop down.

To create an IDP Document Extraction Action directly from the Case flow itself, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its type, select 'Approval'. When you click 'OK, the Action will be created and added to the Case flow.

Once you have added your approval action to your flow, you will then need to fill out its settings.

On the Action Info tab you will need to set when it's due and set an Allocation rule.

There's also general settings for the Action too, and ability to set a custom card, again only really for use in the unlikely event that someone needs to intervene and view the action in Work Manager.

Next, go to the IDP Document Extraction tab to define the settings which specifically relate to the approval activities.

You'll need to fill in the Extraction Model - this is the ID of the model you want to use for that process.

You'll also need to fill in the input and output tags. The input tag is the tag that the file/document must be tagged with in Work Manager in order to be eligible for document extraction processing and output tags. The output tag is the tag that will be assigned to the file/document in Work Manager once the document extraction process has completed.

Once you have filled in the above settings details, set the Case live.

Configuring an IDP Data Extraction Action

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the following information:

Additionally, once an IDP Document Extraction Action has been added to your Case flow, a new 'IDP Data Extraction' tab will display in the info grid.

Here you need to add the following settings that are only relevant for IDP Document Extraction Actions:

Your IDP Document Extraction Action is now ready to be used in your Case flows.

Overview

‘Trigger External API’ Actions allow Enate to call out to an external system, passing a static structure containing information information about a Work Item (i.e. a Case, Action or Ticket). This Action type also includes an optional callbackURL, which allows the external system to update custom data and pass it back into Enate.

For information on how 'Trigger External API' Actions are shown at runtime, check out this section.

The external API will be called as a POST method, and will be sent the following information:

The [ActionPacketJSONIncludingCurlyBraces] will be an Actionpacket, as per the response from the Enate getAction API.

Enate supports this with a 'Trigger External API' Action type that you can add to your Case flows.

For detailed information on how Trigger External APIs work at runtime, see the dedicated section.

Creating a Trigger External API Action Type

You can either create a Trigger External API Action type in the Service Line section of Builder, or directly from your Case flow.

From the Service Lines Page

Creating a Trigger External API Action type from the Service Lines section of Builder adds the Action to your menu of available Actions when you're building flows subsequently in Cases.

To do this, in the Service Lines page select which service line you would like to add the Trigger External API Action to and then click on the plus symbol next to the 'process Search' box and then select 'Action.

This will open up a new Action for you to create.

Add a name and description to your Action and then in the 'type' drop down select 'Trigger External API Action'.

Once you are happy with your Action, hit save to create it. This Action can now be added to new and existing business processes by selecting it from the dropdown list when adding a new Action to a Case.

From a Case Flow

Alternatively, you can add a Trigger External API Action type directly from the Case flow itself.

To do this, open your desired Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its 'type', select 'Trigger External API Action'. This will add the Action to the Case flow.

Configuring a Trigger External API Action

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the usual following information for an Action:

Additionally, once a Trigger External Action has been added to your Case flow, a new 'External API' tab will display in the info grid.

If 'Response Expected Within' is left blank - further details

If you set the 'Response Expected' slider to On but no value is entered in the 'Response Expected Within' column, the Action will call the external system and wait either until the Due Date for the Action, or indefinitely.

The decision on whether the Action will wait indefinitely or not is determined based on the 'Autocomplete on Timeout' setting in the General Settings flavour set for the Action.

• If Auto-complete in General settings is set to On, the system will time the Action out when it hits the Due Date / Time.

• If Auto-complete in General settings is set to Off, the Action will wait indefinitely.

If / When the Action DOES time out at the point of reaching the Due Date, the Action will moved to a state of 'Closed' with a reason of 'No response returned'.

Note: If you have both these settings filled (i.e. a 'Response expected minutes' value AND the 'Auto-complete on Timeout' flag set), the system will act on whichever time comes first - most likely after the 'Response expected minutes' time has been reached.

Behaviour in various scenarios

There are a number of possible ways the system will behave, dependant upon how you have configured the various timeout settings AND how the external API actually responds. For detailed information on this, see the following attachment which lays out each combination of settings and behaviour, and the eventual result.

Overview

Enate is able to provide integration with to allow intelligent document processing to be part of your Enate processes. This means that documents such as PDFs can be scanned by ABBYY FlexiCapture both to start and to form part of your Enate processes.

When an ABBYY Action runs for a Case, documents attached to the Case can be submitted to ABBYY FlexiCapture for OCR Scanning and the processed output files will be returned and automatically attached to the Case.

Furthermore, if ABBYY FlexiCapture highlights that additional manual verification may be needed (i.e. if confidence levels in the scanned output is below threshold), the work is transferred over to an Enate agent in Work Manager to verify and adjust the data via ABBYY FlexiCapture's dedicated screen, surfaced directly within an Enate Action.

Enate supports this with an 'ABBYY OCR' Action type that you can add to your Case flows.

Creating an ABBYY Action Type

To create an ABBYY FlexiCapture Action, you first need to set up an ABBYY FlexiCapture connection.

See this article for more information about how to set up an ABBYY FlexiCapture connection:

Once you have successfully set up an ABBYY connection, you then need to create an ABBYY FlexiCapture Action type.

You can either do this in the Service Line section of Builder, or directly from your Case flow.

From the Service Lines Page

Creating an ABBYY FlexiCapture Action type from the Service Lines section of Builder adds the Action to your menu of available Actions when you're building flows subsequently in Cases.

To do this, in the Service Lines page select, which service line you would like to add the ABBYY Action to and then click on the plus symbol next to the 'Process Search' box. This will bring up a drop down menu where you can select an Action.

This will open up a new Action for you to create.

Add a name and description to your Action and then in the 'type' drop down select 'ABBYY OCR'.

Once you are happy with your Action, hit save to create it. This Action can now be added to new and existing business processes by selecting it from the dropdown list when adding a new Action to a Case.

From a Case Flow

Alternatively, you can add an ABBYY FlexiCapture Action type directly from the Case flow itself.

To do this, open your desired Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its 'type', select 'ABBYY OCR'. This will add the ABBYY FlexiCapture Action to the Case flow.

Configuring an ABBYY Action

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the following information:

Additionally, once an ABBYY Action has been added to your Case flow, a new 'ABBYY FlexiCapture' tab will display in the info grid.

Here you need to add the following settings that are only relevant for ABBYY Actions:

Your ABBYY FlexiCapture Action is now ready to be used in your Case flows.

When using conditionality in your Case flows, you can use a number of types of system data as part of your condition, for example standard system work item fields and custom data fields.

We have now added the ability to use the results of individual checklist items, both global and local, in your conditions, letting you choose alternate routes depending on how a check has gone.

Watch this video to see how that can be done, or read below for more specifics and details:

Clicking on the dropdown will reveal the Actions that have checklists to choose from. They will be displayed in the order in which the Actions appear in the flow. Clicking on an Action will show the checks that you can choose to base your condition on, displayed in order in which they appear on the checklist.

You can only use the 'Equals' and 'Not Equals' conditions for conditions based on the results of a check in an Action's checklist, just as you would short text data fields.

The values you can create conditions for against a checklist item are "Yes", "No", and "NA" for Not Applicable. Be aware that these values are case sensitive and should be entered in the value field exactly as above within double quotes.

As standard, make sure to create an 'else' branch, to handle the flow when you're conditions are not met. At runtime, if the condition is not met, the system will execute the 'else' branch.

If you're using the advanced option to build a more complex expression, checklist items can also be incorporated here - once you've picked them from the dropdown list they'll be added into your expression with a unique identifying GUID.

Once you're happy with your condition settings, click 'validate' to ensure they'll work at runtime, then 'OK' to apply the condition to the Case flow.

There are two ways to add ad-hoc Actions, depending upon whether the Action in question also appears as part of the standard Case flow:

Ad-hoc Actions which DO appear as part of the standard Case flow

Simply tick the checkbox in the ‘Manual Creation’ column in the Action Info Grid.

Manually starting this type of ad-hoc action will then automatically launch Actions further downstream in the flow.

Ad-hoc Actions which DO NOT appear in the Case flow diagram

Select the '+' icon in the top-right of the Action Info grid and select the type of ad-hoc Action from the Actions menu popup.

Once the Action is added, it shows up in the Action info tab.

Here it will be labelled as an ad-hoc Action. This ad hoc Action is not part of the workflow, but can be launched manually by a Case Owner, if required.

All the configuration settings for this type of ad hoc Actions are same as for every other Action, with the following exceptions:

• The Manual Creation checkbox is auto-ticked and can’t be disabled.

• To delete this Action, you have to do it directly in the grid

Overview

Enate offers lots of flexibility when it comes to adding conditionality to your Case flows to specify multiple optional flows of Actions which the Case could choose to execute, depending upon which condition is met.

Adding a Condition

You add a condition by clicking on the menu on the right-hand side of a step and selecting 'Condition'. This is also how you can edit an already existing condition.

In the following pop-up, add a name to be shown in the flow diagram, then select the field you want to be basing your condition on from the ‘Field’ dropdown.

You have multiple types of field that you can choose from:

• Date and Time fields

• Platform fields

• Work Item fields

• Custom Data fields

Once you have selected the desired field to base you condition on, you need to add a Branch Name, a condition and a Value.

• Branch Name - this is the name that will appear in the Case flow for that branch

• Condition - depending on the type of field you have chosen, you have the option of selecting 'Equals', 'Does Not Equal', 'Greater than', 'Less than', 'Greater than or equals to', 'Less than or equals to' and 'Between'.

• Value - the value that the condition will be measured against. This is the value entered by a Work Manager user at runtime.

You can add as many branches to your condition as you need.

Click to 'Validate' your condition and then clock 'OK' to add it to your Case flow.

In the Case flow your condition will appear as a diamond and the different branches you have configured are listed below it.

You then need to add the Actions you want your Case to follow when one of the branches' conditions are met.

Advanced Mode

When you are building these Conditions, Enate is constructing them in C# scripting in the background. You can always easily define simple Conditions in the way described above, but if you want to expose that underlying scripting code to make some advanced adjustments, you can do this by selecting the ‘Advanced Mode’ icon in the Condition popup screen:

Doing so will expose the underlying Expression being created in the Condition and allow you to make adjustments and even write your Expressions from scratch.

This allows more advanced users with knowledge of C# to write complex Conditions involving standard C# functions such as Substring on a string or Day, DayOfWeek, DayOfYear on a Date, etc., exposing huge amounts flexibility to model your Conditions against any number of business scenarios.

Furthermore, the “value” of a branch can also be defined in C# script. For instance, it is possible to compare two Field values by entering the value as a field such as [workItemStartDate]. See below for an example.

Note: A regularly used Condition which is not currently accessible via the Simple view is: WorkItemHasFileWithTag("file tag name"). It is, however, available on Advanced mode. However, there are a number of important aspects to take into account when writing these expressions in C#, for example case sensitivity and awareness of .Net Datatype for each of the Enate Datatypes. Please see the Appendix for more detailed information.

Testing Your Expression

Once you have written an expression in Advanced mode, you can validate it using the ‘Validate’ button. This will check your script for syntax errors. For example, an Expression of “[customerName].ToLowerInvarant()”, which has a typo in the ToLowerInvariant reference, would produce a validation error of:

Expression: (1,37): error CS1061: 'string' does not contain a definition for 'ToLowerInvarant' and no accessible extension method 'ToLowerInvarant' accepting a first argument of type 'string' could be found (are you missing a using directive or an assembly reference?)

This error will also be accompanied by a link to the Microsoft help page related to your syntax error.

In dotNetFiddle you can change the test values to replicate different scenarios.

For example, for the following condition:

The following script is produced to test in .Net Fiddle:

When running the script you can see the output branch is “default” because the default test value for “customerName” is “This would be the Customer Name” which is not one of the outputs. You can change the test value in the variables block near the top of the script:

If we change the test value to “my first customer” then the script result is “Customer 1”, indicating that if used at runtime Enate would run the Actions under the Customer 1 branch.

Sample Expressions

Writing C# is beyond the scope of Enate Training, however some sample functions which may inspire you are:

Case-Insensitive Customer Name:

Expression: [customerName].ToLowerInvariant()

Branch Values:“my first customer”

“my second customer”

Etc

Case Started on Particular Day of Week:

Expression: [customerName].DayOfWeek()

Branch Values:DayOfWeek.Monday

DayOfWeek.Tuesday

DayOfWeek.Wednesday

etc

Last Action Completed within 3 days of the Case Starting:

Expression: [workItemStartDate].AddDays(3)

Branch Values:[lastActionEndDate]

Last Action Completed on the same days as Case Starting:

Expression: [workItemStartDate] .Date()

Branch Values:[lastActionEndDate].Date()

Overview

You can merge branches in your Case workflow processes to help you streamline the creation of your business Case flows.

Sometimes creating a business process can leave you with many different routes that you want to lead onto the same action depending on the criteria of the step. By using this new merge feature you will be able to choose different Actions to end in the same outcome.

Watch the following video to find out more:

How to merge branches

You can choose to merge together parallel branches or conditional branches.

To merge multiple Actions together, click on the menu of one of the Actions you want to merge and select 'Merge', then 'Add'.

In the following pop-up select the other Actions you want to merge it with from the list of Actions that are available for merging.

Then select which Action you want them to be merged into - you can either choose from an existing Action type or you can choose to create a brand new Action type for this.

The merged Action will then appear in the flow.

Specifics of merging parallel branches

If you are merging together Actions from parallel branches, the merge Action will wait for all of its the predecessor Action to complete before it can start.

Specifics of merging conditional branches

If you are merging together Actions from conditional branches, the merge Action will start when one of the conditional branches has been completed.

See below some formatting directions to help when building conditions within your Case flows.

Using a Date / Time in a Condition

Format to enter in value column: new DateTime(yyyy,MM,dd,hh,mm,s)

EX: new DateTime(2020,05,30,12,00,00)

Using a Date in a Condition

Format to enter in value column: new DateTime(yyyy,MM,dd)

EX: new DateTime(2020,05,26)

Using Short Text in a Condition

Format to enter in value column: “String”

EX: “To test Short text 1”

Using Long Text in a Condition

Format to enter in value column: “String”

EX: "To test long text 1"

Using a Decimal Number in a Condition

Format to enter in value column: x.yM

EX: 1.2M

Using a Whole Number in a Condition

Format to enter in value column: X

EX: 10

Using a Boolean (Checkbox) in a Condition

Format to enter in value column: true/false

EX: true

Using a Multi-level List in a Condition

Format to enter in value column: “Level1.Level2.Level3”

EX: "CONTACT NO.HOUSE.1234567"

Using a List in a Condition

Format to enter in value column: “String”

EX: "Blackberry"

Using an Email in a Condition

Format to enter in value column: “Email Address”

EX: "jhon@gmail.com"

Overview

You can set up Actions to display dedicated checklists of activities which must be carried out and confirmed before the Action can be marked as resolved, allowing you to enforce procedure in how Actions should be completed by Agents at runtime.

In Work Manager, users will then have to confirm for each item in the checklist whether they have completed it (the options are Yes, No, N/A) and they can even add a note for each check.

You can create two different levels of Action checklists:

At runtime, users processing the Action in Work Manager will just see a single list of the checks they must complete, with no differentiation between global and local checks. They'll have to complete all of the checks in order to mark their Action as resolved.

Defining Checklists

Defining Global Checklists

Global checklists contain a standard checklist of activities that are added to an Action type and will be added any time this Action type is added to a Case flow.

You can add a global checklist either from Global Checklist section on the Service Lines screen or from within a Case screen (from the Action's checklist popup).

To add a global checklist from the Services Line screen, go to the Service Lines screen and open the Action type you want to add the global checklist to. Add the desired checks, re-order them if necessary and click to save. These checks will be added any time the Action type is used in a Case flow.

You can also add global checks from within an Action in the Case screen itself. Simply click on the checklist icon link of an Action in a Case flow, select 'Global Checklists' from the resulting pop-up and then add the desired global checks. You can re-order them as necessary. Then click to save.

Defining Local Checklists

Local checklists are added to Actions already in a Case flow to help support 'custom' activities that take place for that specific Action.

You can add a local checklist from the Action's checklist popup on the Case screen.

To do this, click on the checklist icon link of an Action in a Case flow. You'll know if there's already a checklist set to the Action as the checklist icon will be highlighted.

Clicking the icon will bring up a popup where you can create your checks. Simply click to add, then enter your description.

Once created, individual checks can be re-ordered by clicking on the drag icon then dragging and dropping. Then click to save.

Any checks created here are specific to this Action.

Once important feature to note is that once you've created a local checklist item, you can drag it up to LINK it to a global check, specifying whether it should run before or after a standard global check. You'll see the colour-coding denoting which global check it's linked to. If ever the order of global checks is adjusted, all the linked 'local' checks will move with it. Once you're happy with your overall checklist you can OK this and the checklist for this Action is saved.

Overview

You also have the ability to end an individual Case early (if it is no longer needed) when you're setting up a Case process. This mean that at runtime the Case doesn't have to always continue until the end of the flow in order to close.

This is useful in circumstances where it is no longer relevant to complete the Case, for example it's no longer relevant to complete a New Starter Induction Case if the person is no longer joining the company.

At runtime in Work Manager, once an 'End Case' Action is reached in a process, no further Actions in the Case flow are triggered and the Case will Close.

Configuring an End Case Action

To add this ability into your Case flow processes, you just need to add the new 'End Case' Action type into the relevant place in your Case process flow in Builder. Multiple 'End Case' Actions can be added to a Case flow, however note that:

• they must be added at the end of a branch AND

• no other Actions can be added after it in the branch's flow.

You should use End Case Actions in conjunction with a condition in your flow configuration. Watch this video for more information about how to configure an End Case Action:

Work Manager Impact

When a Case closes due to it reaching an End Case Action, the Case will display as being Closed with a reason of 'All relevant Actions completed'.

If a feedback window is configured for the Case, the Case will instead move to a Resolved state and will follow standard system logic i.e. it will sit in this status for a defined period of time during which the service recipient may respond and the Case may be reopened, either automatically upon receipt of a new incoming email or feedback within the time period, or manually by the agent.

If the feedback window has completed without any further response, or if the Case does not have a feedback window, the Case will move to a state of fully 'Closed'.

See this article for more information about how Cases are processed in Enate:

You can set a Case process live in multiple ways, either from the Case screen or from the Service Matrix.

From the Case Screen

To set a Case live from the Case screen, firstly click to save your Case process (you will need to be in 'Edit' mode to do this).

Any validation errors will be displayed with either a red or orange exclamation mark. These need to be fixed before the process can be set live.

Clicking on the validation icon will bring up the list of the validation errors that need to be fixed. Clicking on the error itself will highlight the source of the errors where you can correct the information.

Any serious errors will be marked by a red exclamation mark, these need to be resolved before the Case process can be saved.

Once all validation errors have been fixed, click to save the process again. The Case should now have a status of Validated Changes.

You can now set the Case live by clicking on the status drop down and selecting 'Set Live'.

The Case screen will close and you will be taken back to the Service Matrix where you can see that your Case process has been set live as it now has a green flag.

From the Service Matrix

You can also set a Case live from the Service Matrix Screen, provided it is in a state of Validated Changes, or Live with Validated Changes by clicking on the process and then selecting 'Set Live'.

Overview

A ‘Wait for Sub-Cases to Complete’ Action (also known as a Hold Case Action) will wait for a specific Sub-Case to reach completion before allowing the Case to move on to the next Action.

For detailed information on how ABBYY Actions work at runtime, see the dedicated Work Manager section:

Creating a Wait for Sub-Cases to Complete Action Type

You can either create a Wait for Sub-Cases to Complete Action type in the Service Line section of Builder, or directly from your Case flow.

From the Service Lines Page

Creating a Wait for Sub-Cases to Complete Action type from the Service Lines page adds the Action type to your menu of available Actions when you're building flows subsequently in Cases.

To do this, in the Service Line page, select which service line you would like to add the Wait for Sub-Cases to Complete Action to and then click on the plus symbol next to the 'process Search' box and then select 'Action'.

This will open up a new Action for you to create.

Add a name and description to your Action and then in the ‘type’ drop down select 'Wait for Sub-Cases to Complete'.

You can then choose to add a global checklist to the Action. This contains a standard checklist of activities that will be added any time this Action type is added to a Case flow. See here for more information on checklists.

Once you are happy with your Action, hit save to create it. This Action can now be added to new and existing business processes by selecting it from the dropdown list when adding a new Action to a Case.

From a Case Flow

Alternatively, you can add a Wait for Sub-Cases to Complete Action type directly from the Case flow itself.

To do this, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its ‘type’, select 'Wait for Sub-Cases to Complete'. This will add the Wait for Sub-Cases to Complete Action to the Case flow.

Configuring Wait for Sub-Cases to Complete Actions

You now need to configure the settings for the new Action you have added to your Case. Click on the Action in the flow to highlight it in the info section.

In the Action Info tab, you need to add the usual following information for an Action:

Additionally, once a 'Wait for Sub-Cases to Complete' Action has been added to your Case flow, a new 'Hold Case' tab will display in the info grid.

Auto-Close Option - Further Details

If the 'Auto-Close' setting is off, the ‘Wait for Sub-Cases to Complete’ Action will be assigned to a Queue where a user will pick it up and decide how to proceed if the Sub-Case the 'Wait for Sub-Cases to Complete’ Action it is set to wait for is 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.

If you switch the 'Auto-Close' toggle on, instead of assigning the Action to a user to proceed, the ‘Wait for Sub-Cases to Complete’ Action will automatically close if the Sub-Case the 'Wait for Sub-Cases to Complete’ Action it is set to wait for is not running.

If the Hold Case column is left blank, the ‘Wait for Sub-Cases to Complete’ Action will wait for any Sub-Case of the Case to close before continuing and if there is no Sub Case available, the ‘Wait for Sub-Cases to Complete’ Action will automatically close.

The Case Info tab in the Info section of the Case screen is where you can set Case-level settings.

The following Case-level settings that you can set here are:

Case-Sensitivity

‌Please be aware that C# Script methods and properties are case-sensitive (e.g. “SubString” would throw an error, whereas “Substring” would work). Comparisons of text fields are also case-sensitive, so an expression of “customerName = ‘My Test Company’ would not match if the company name was “My test company”.‌‌

Enate Custom Data Type vs .Net Type

‌It is important to understand the .Net Type of the field or variable you are using to understand the properties and methods that are available: