You are able to create new types of Tickets and Actions within a Service Line itself by clicking on the '+' icon next to the search bar and selecting 'Ticket'.
When creating a Ticket, you can enter the following information:
To edit a Ticket type’s settings, click on the Case / Action / Ticket in the Service Lines Screen and edit the information in the right hand side of the screen. Click to save these changes.
Note: these settings are not versioned i.e. when changes are made, they affect all new and running Work Items.
You are also able to see the activity history of your work items , by clicking on the Show Activity button. You can see when the work item was created and by who, as well as if any edits have been made to the work item, when they were made, as well as by who.
You are also able to clone a Ticket type by clicking on the Clone button in the edit screen. This will clone all of the Ticket type's settings and data apart from its name. You are able to make changes to any of the settings and data once the Ticket type has been cloned.
You are able to create new types of Actions within a Service Line itself by clicking on the '+' icon next to the search bar and selecting 'Action'.
When creating a new type of Action, you can enter the following information:
Global Checklist items are accessed via the Service Lines screen.
You can change the Action Type name after its initial creation
To edit an Action type’s settings, click on the Action in the Service Lines Screen and edit the information in the right hand side of the screen. Click to save these changes.
Note: these settings are not versioned i.e. when changes are made, they affect all new and running Work Items.
You are also able to see the activity history of your work items , by clicking on the Show Activity button. You can see when the work item was created and by who, as well as if any edits have been made to the work item, when they were made, as well as by who.
You are also able to clone a Action type by clicking on the Clone button in the edit screen. This will clone all of the Action type's settings and data apart from its name. You are able to make changes to any of the settings and data once the Action type has been cloned.
You are able to create new types of Cases within a Service Line itself by clicking on the '+' icon next to the search bar and selecting 'Case'.
When creating a new type of Case, you can enter the following information:
You can add, edit and delete the steps of a Case type from the Service Lines page. You can easily reorder the steps by dragging and dropping them. The Milestone % is optional, it denotes the progress reached when this step is completed and it displays in the Case form status tracker control.
When you delete a step, any Actions that were underneath that step will now display as ad hoc Actions. When a step is reordered, the Actions underneath that step will move with the step.
If you make changes to the steps of a Case type, live versions of Case processes of that Case type will not be affected. They will run as previously configured and the step changes won't apply until a new version of the Case process with the updated steps has been set live.
You will be notified in the Case process screen if its steps are out of date i.e. if changes have been made at a Case type-level when you are in edit mode.
You can click on the Refresh Steps icon in the header of the Case screen to refresh the steps to the latest version.
When you click to confirm, you will be shown which changes have been made:
Click OK to update the steps to match the steps configured at a Case-type level; new steps will be added to the Case process, steps in the Case process will be renamed, steps in the Case process will be moved along with the Actions underneath them and steps will be deleted and their Actions will become ad hoc Actions.
You can clone any Case process which is live under the same service line and all data such as Actions etc. will be cloned, except for schedules.
If the Case you are cloning has the same Case type, then the step names and Actions will all be copied across.
If the Case you are cloning has a different Case type, then the step names will not be copied across, instead they will appear like this:
Actions will be cloned across in their original positions i.e. Actions under the first step of the process being cloned will be the Actions under the first step of the Case process they have been cloned to. If there are more steps in the source process being cloned than in the Case it is being cloned to, the Actions under the "extra" step will become ad hoc Actions.
To update the steps in the Case to the latest version of its own Case type, click to refresh the steps in edit mode.
This will update the steps to the latest version in the Case type. If a step has been removed, any Actions that were underneath that step will now display as ad hoc Actions.
To edit a Case type’s settings, click on the Case in the Service Lines Screen and edit the information in the right hand side of the screen. Click to save these changes.
Note: these settings are not versioned i.e. when changes are made, they affect all new and running Work Items.
You are also able to see the activity history of your work items , by clicking on the Show Activity button. You can see when the work item was created and by who, as well as if any edits have been made to the work item, when they were made, as well as by who.
You are also able to clone a Case type by clicking on the Clone button in the edit screen. This will clone all of the Case type's settings and data apart from its name. You are able to make changes to any of the settings and data once the Case type has been cloned.
These Global Checks are subsequently displayed during 'Local' checklist creation against individual Actions within the Case flow definition screen. See the section for more information on Local Checklist definition.
Attribute
Description
Name
The name of the new type of Ticket
Description
The description of the new type of Ticket
Groups
Defining a group helps you sort your Tickets on the Service Matrix Screen. See here for more information.
Allow Feedback
If this setting is ticked, outgoing emails from Work Manager will contain a footer-based link for recipients to give feedback scores. The feedback data is subsequently stored, ready to be called upon by an agent from within the Ticket.
Attribute | Description |
Name | The name of the new Action |
Description | The description of the new type of Action |
Type | Which type of Action this is. This list is populated from the list of underlying ‘Master Processes’, which can be created via the Configuration Manager application. |
Global Checklist | Which global checks will always be run through every time that Action is run |
Attribute | Description |
Name | The name of the new type of Case |
Description | The description of the new type of Case |
Process Groups |
Make Contacts Mandatory |
Initial Estimated Effort Per Record | Established the estimated time it will take a Work Manager user to complete this Case. |
Steps | Globally agreed steps a Case will run through every time that Case type is run. For all customers which use this Case type, these high level steps that run for each Case are the same, although the Actions that run within the steps them might differ. |
Enable Record Count | Enables Work Manager users to use the Record Count for this Case. |
Record Count Description | This only appears if Enabled Record Count has been switched on. You can add description text to a record count to describe to your Service Agents how they should use record count for in that particular process, e.g. Payslip Count. The description will show next to the record count setting in Work Manager at runtime. |
The Service Lines screen is where you can see, create and manage your service line data in one place.
Access this area by clicking on the Service Lines link in the Toolbar.
You can view all of your service lines by clicking on the drop-down menu. You can also add new Service lines in the same location.
Selecting a service line will show you the number of Cases, Actions and Tickets associated with that service line. The search bar allows you to search through the Cases, Action and Ticket processes associated with that service line.
Clicking on a particular Case, Action or Ticket associated with a service line will bring up the master date information for that Case, Action or Ticket in the right-hand side of the screen a to view / edit this information.
You can create a new service line by clicking on the '+' icon next to the dropdown menu.
Once you save your service line, it will appear in the drop-down list.
You are also able to create defect categories as part of the service line by clicking on the 'Show Advanced Settings' button. Defect categories are supported in three levels.
In addition to being able to define your global menu of Ticket Categories within the individual Ticket configuration screens, you can also maintain it under the Service Line. access via the 'Open Ticket Categories' link and edit your Categories menu there.
When you are creating or editing a Case or category 3 Ticket on the Service Line Screen you will be able to enable record count. You will also be able to write a record count description that will be displayed for the Work Manager user. While the description is optional, it is recommended that you write one as it can make clear to Work Manager users how to use the record count.
You can an an initial estimated effort timer to Cases, Actions and Tickets from the Service Line Screen. Case and Action effort estimation timers are set at type level. Ticket effort estimate timers are set a category three level.
You can edit an existing service line by selecting that service line from the drop-down menu, making changes as desired and hitting 'Save'.
You can see what edits have been made to the Service Line and when, as well as when the Service Line was created, by clicking on the Show Activity button.
You are also able to clone a service line by clicking on the Clone button in the edit screen. This will clone all of the service line's settings apart from its name. You are able to make changes to any of the settings once the service line has been cloned.
Defining a Process group helps you sort your Cases on the Service Matrix Screen. See for more information.
This controls whether Users need to enter a Primary Contact and a Requester when filling in details for a Case. It is unticked by default, making the addition of Contact information not mandatory. In order to make contact information mandatory for this type of Case, just tick this box. Additionally, ticking the 'make Contacts Mandatory' setting makes it mandatory to include a contact when launching a .
