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To add Customer companies, click on the '+' icon at the top of the Service Matrix and select 'Customer'.
Fill in the customer settings in the resulting popup.
The settings for Customers are:
To edit a Customer’s settings, click on the ellipses beside the Customer name and select the Edit link. Make your desired changes in the resulting popup and click OK to save changes.
You can see what edits have been made to the customer and when, as well as when the customer was created, and even when a customer was deleted by clicking on the Show Activity button in the Edit screen.
You are also able to clone a customer by clicking on the Clone button in the Edit screen. This will clone all of the customer's settings apart from its name. You are able to make changes to any of the settings once the customer has been cloned.
To delete a customer, click on the ellipses beside the Customer, hover over the delete link and click on 'Customer'.
If you delete a Customer which has linked Email Routes, you will be notified of this and will need to update the respective Email Routes in order to stop them from creating more work for this Customer.
In addition to being able to create new Case and Ticket types from the Service Line, you are able also to create new Case and Ticket types from the Service Matrix screen itself. Click the '+' icon, select a Case or a Ticket and then fill out the required information in the resulting popup.
A new column will then be added to the Service Matrix.
The new Case/Ticket will also be added to the Service Line:
On the Service Matrix screen, hover over the grid position where you wish to add the Ticket / Case and click the resulting ‘+’ icon.
This will take you to the Ticket or Case screen where you can begin configuration.
Note: You can only do this if you have already added a Contract and Service to the row. If no '+' icons displays, ensure you have a Contract & Service in place for that Customer.
As you configure the settings of a new Case or Ticket, it can move through various states until it is ready to run Work Items through in Work Manager.
The key in the top right tells you the states of the Cases and Ticket processes.
Click here for more information about individual states.
Once a Case or Ticket exists, you can access it from the Services Matrix by clicking on it, which will open a dropdown list of options. The options listed vary depending on the state of the Case or the Ticket.
Input Links allow Cases and Tickets to be started in the Work Manager operations environment. They are automatically generated whenever a Ticket or a Case process is set live in Builder.
Input links are displayed in Work Manager:
Input Links for live Case processes will always be displayed in the ‘Create New Work Item’ dropdown in Work Manager.
Live Tickets will not be shown in the ‘Create New Work Item’ dropdown
You can control whether you wish the link to appear on the Contact Activity Page by ticking or unticking the ‘Add to Contacts’ setting in the Service Matrix in Builder for that specific Ticket or Case process.
3. In work item screens
If the 'Everyone can start' option is enabled from the Service Matrix,
any Work Manager user will be able to start the process from the ‘+ Work item’ link in the work item screen, regardless of whether or not they have permission to access and edit that work item:
You can group work items in the Service Matrix by creating higher-level Process Groups into which you can nest multiple Cases/Tickets.
In order to create a Process Group, go to the Service Lines screen and then in the Case or Ticket you want to add to the group, define the name of the Process group:
When you switch over to the Service Matrix Screen, you will be able to see that your Cases and Tickets are now grouped. Clicking on a Process Group tab will reveal the Cases / Tickets within that Group.
Note that the 2 letter abbreviation for the group will come from the first two letters of the group name if the Process Group name is one word (e.g. International will be abbreviated to IN) or from the first letter of the first word and first letter or the last word if the group name is more than one word (e.g. HR International will be abbreviated to HI).
A setting in General 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.
To add customer Contracts, click on the '+' icon at the top of the Service Matrix and select 'Contract'.
Fill in the Contract settings in the resulting popup.
The settings for Contracts are:
To edit a contract's settings, click on the ellipses beside the Customer name and select the Edit link. Make your desired changes in the resulting popup and click OK to save changes.
In Builder you can edit the Service Provider of existing Contracts.
When switching Service Providers the supplier calendar drop-down should be checked. The old and new suppliers may have a different Default calendar which may result in undesired changes to due dates.
Further aspects to be aware of include:
Data is retrospectively changed for all Work Items, both running and complete. Depending on the number of Work Items in the system this may take a short amount of time to update in all views and reports.
The Service Provider drop down is only shown when creating or editing Contracts if there are multiple Supplier companies in the system.
You can see what edits have been made to the customer and when, as well as when the customer was created, and even when a customer was deleted by clicking on the Show Activity button in the Edit screen.
You are also able to clone a contract by clicking on the Clone button in the Edit screen. This will clone all of the contract's settings apart from its name. You are able to make changes to any of the settings once the contract has been cloned.
Contract changes are versioned, so any changes you make to a Contract will only affect Work Items which are subsequently created. All existing Work Items will continue to use previous settings.
To delete a contract, click on the ellipses beside the Customer, hover over the delete link and click on 'Contract'.
The Service Matrix displays a list of all existing Customer companies with their corresponding Live contracts and Services, split across pages by individual Service Lines.
The columns displayed for each Service Line represent the various types of Case and Ticket processes which can be created under this Service Line.
You can select which service line you want to see from the dropdown list on the top-right of the page. Your last selected service line will be saved when you return to the Service Matrix Screen from other sections in Builder, and also after you logout and log back in.
Please note that if you are loading more than 1000 rows in the service matrix, you will need to apply at least one filter before any content appears.
The key in the top right tells you the status of the Cases and Ticket processes.
For more information about these states, see below:
The filter function in the top-right of the screen lets you filter the Services Matrix to show specific groups of data.
You can filter by Customer, Contract and/or Service by using the dropdown list or by using the free text search function. You can add multiple Customers, Contracts and/or Services into your search filters.
Your applied filters will be saved when you return to the Service Matrix Screen from other sections in Builder, and also after you logout and log back in.
Your applied Customer and Contract filters will be saved when you switch between Service Lines in the Service Matrix, but the the Service filter will be removed.
Each Service Line view shows all running Services, and all available contracts which don’t yet have a Service. To add a new Service under a Contract, click on the '+' icon at the top of the Service Matrix.
Fill in the service settings in the resulting popup.
The settings for Services are:
To edit a service's settings, click on the menu icon beside the Customer name and select the Edit link. Make your desired changes in the resulting popup and click OK to save changes.
You can see what edits have been made to the customer and when, as well as when the customer was created, and even when a customer was deleted by clicking on the Show Activity button in the Edit screen.
You are also able to clone a service by clicking on the Clone button in the Add info screen. This will clone all of the service's settings apart from its name. You are able to make changes to any of the settings once the service has been cloned.
To delete a service, click on the ellipses beside the Customer, hover over the delete link and click on 'Service'.
If you delete a Contract which has linked , you will be notified of this and will need to update the respective Email Routes in order to stop them from creating more work for this Contract.
Clicking on a Case or Ticket will open a dropdown list of options. The options vary depending on the state of the Case or the Ticket. Click here for more information on the .
The '+' icon lets you add , and to the Service Matrix, as well as .
If you delete a Service which has linked , you will be notified of this and will need to update the respective Email Routes in order to stop them from creating more work for this Service.
Setting
Description
Notes
Name
The Name of the Company
Mandatory. Must be unique.
Description
A description of the Company
External Reference ID
Optional field to store external ref number for this company
Optional. Primarily for use in Reporting / APIs. NOT displayed in Work Manager.
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. Mandatory
Default Calendar
This a default working calendar which will be used as the suggested ‘Customer Calendar’ value when creating all of this customer’s contracts. Working calendars are used when calculating any Due Date/Times for activities configured to use the Customer’s working hours (e.g. ‘must be completed within 5 working hours, according to the Customer’s Working Calendar.
Mandatory
Default Language
Choose one of the languages that Enate offers.
Mandatory
Parent Company
If the 'Show Parent Company' has been switched on in the General Settings (see here for more information), you will be able to assign a Parent Company to a Customer here. Parent companies allow you to more easily manage your companies by creating a nested company structure where a parent company can maintain multiple child companies.
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.
Self Service Environment*
If this Customer’s employees are allowed to access the Self Service site on their smartphones, 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).
Allow permissions to Group
Action
Description
Open
Opens the Case / Ticket configuration in read-only mode.
Edit
Opens the Case / Ticket configuration ready for editing. If the process was Live before, a draft version will be created for you to make changes in, otherwise changes are made into the existing draft version.
Permissions
This lets you set user Permissions in conjunction with User Groups to control levels of access for your Service Agents to the various parts of your business operations.
Cloned Processes
This lets you see all the instances where the work item has been cloned.
Set Live
Sets Ticket / Case process live. Makes it available to start Work Items in Work Manager. Purges any test Work Items previously created.
Delete
The entire Case / Ticket process is deleted. New Work Items will no longer be startable in Work Manager. Note that you can always choose to create a brand new Ticket / Case process in its place. If you delete a Ticket or a Case that has linked Email Routes, you will be notified of this and will need to update the respective Email Routes in order to stop them from creating more work for this Ticket or Case.
Discard Draft
If there is a draft version with, that draft version is removed, along with the changes made within it.
Show in Contacts
Determines whether the Case / Ticket should be available to launch from within the 'Contact Activity' page.
Everyone can start
If the 'Everyone can start' option is enabled, any Work Manager user will be able to start the process from the ‘+ Work item’ link in Work Manager, even if they don't have permission to access, open and edit the work item.
Show in Self Service
Enable this option if you want the Case to be available to Self Service users.
Note that this option is only available for Cases.
Setting | Description | Notes |
Customer | The company receiving the service | Mandatory |
Contract | The contract under which this service runs | Mandatory |
Name | The Name of the Service | Mandatory. Must be unique within Contract. |
Description | A description of the Service |
Groups added at Customer level | The groups that have permissions at Customer level | Read only |
Groups added at Contract level | The groups that have permissions at Contract level | Read only |
Allow permissions to Group | The groups that have permissions at Service level |
Setting | Description | Notes |
Customer | The Company receiving service | Mandatory. |
Name | The Name of the Contract | Mandatory. Must be unique within Customer. |
Description | A description of the Contract |
Supplier | The Company delivering service. | Mandatory. |
Working Hours per Day | When a Due Date Rule references ‘Working Days’, this setting is used to translate Working Days into this number of working Hours. | Value specified should not exceed the difference between start and end hours of work in the Default calendar selected above. |
Customer Calendar | Working calendars are used when calculating any Due Date/Times for activities configured to use the Customer’s working hours (e.g. ‘must be completed within 5 working hours, according to the Customer’s Working Calendar). | Mandatory. Defaults to value set at Customer Company level, but can be overridden here. |
Supplier Calendar | The Supplier’s Working calendar is 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). | Mandatory. Defaults to value set at Service Provider Company level, but can be overridden here. |
Timezone | The standard Timezone for work carried out under this Contract | Mandatory. |
Default Language | When creating a new Contract, any customer-level language will be set as the initial default value. If different to language this will supersede the language set at Customer level, and any changes made to the customer-level language will not affect the Contract setting. | Mandatory. |
Default Currency | Select from the dropdown which currency you would like to set as the default currency at contract level | Mandatory. |
Team | For use in auto-generation of large volumes of Queues per Contract - Queues will include this 'Team' Name. A dropdown option will appear that filters down as you start typing. | Optional. |
Document Classification Model | Enter the model you want to use here. You can refresh to view the updated list of models available. |
Allowed File Types for Document Classification | Enter the file types you want to be considered for file classification here. |
State | Description | Available Actions |
Draft | Configuration is in progress but it is not yet valid and Work Items cannot be run through it in Work Manager |
Note: ‘Set Live’ option not shown in this state. |
Validated changes | Configuration in progress, and passes validation. This could be set live, or have test Work Items run through it in Work Manager (when in Test mode). |
|
Live | Available to run Work Items through Work Manager. |
|
Live with draft changes | Changes are being made to settings, but these new changes are not yet valid, so the Case or Ticket cannot be set live. |
|
Live with validated changes | The in-progress changes are now valid. You could publish these out to be live. New Work Items would then pick up these new settings. You can also run test Work Items through it in Work Manager (when in Test mode). |
|
Deleted Versions | This icon indicates that processes contain retired versions. |
Only available if the Infrrd Document Extraction component, available in , is enabled.
Only available if the Infrrd Document Extraction component, available in , is enabled.
Note: This state and icon will only be shown if the 'Show deleted objects' setting is switched on. See for more information.
