There are three types of Work Item in Enate:

• Tickets – Used for modelling single-part activities, e.g. queries. Tickets are standalone and are not part of a business process. Can be promoted to become a specific type of Case.

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

• Actions – the constituent parts of a Case, i.e. a Case is made up of a flow of Actions. Contains a set of instructions, often a checklist of activities to track progress within the Action. These can be manual (can be carried out by humans and bots) or automatic Actions, e.g. auto sending an email.

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

Specifying note type

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

Adding a note and resolving a Ticket

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

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

Closing an item with incomplete notes

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

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

The timeline shows the history of activity that has taken place for a work item in a chronological list. It is divided into the Comms Tab which shows the communications history for the work item and the Timeline Tab which shows all of the activity that has taken place for the work item. See the following video for more information.

Comms Tab

The Comms tab shows the communications history for a work item, such as emails, log activity and notes. For Tickets and Actions, the timeline section will display the Comms tab by default.

The communications will be displayed in chronological order with the most recent at the top and the most recent email communication will be auto expanded by default. You can expand items to view them in more detail.

Incoming communications which have arrived on the work item since it was last accessed by an agent will display on the timeline with a green dot to make you aware of the new communications. The green dots will clear after any manual update is made to the work item and you hit ‘Submit’. The system does not clear the green dots based purely on the work item being viewed, as it could be viewed by multiple parties. Instead, in order to ensure that the agent tasked with working on this item is aware of such recent updates an explicit update to the work item is needed before the green dot will clear.

Additionally, if another Ticket has been merged into the work item you are currently viewing, any communications from that now merged Ticket will initially display on the timeline highlighted with green dots to make you aware of the new relevant communications. These will again clear the next time the work item is manually updated.

Filtering the Comms Tab

You can choose which communications you wish to see on the comms timeline by clicking on the filter icon.

The number next to the filter icon lets you know how many types of communications you are able to see out of the total number of types of communications available.

You can choose to filter the Comms tab by the following communications:

Email

• Cancelled - this shows emails that have been cancelled, when they were cancelled and who they were cancelled by

• Failed - this will shows emails that have failed to send and why they failed to send. Note that you can try to resend failed emails from the Timeline section by clicking the 'Retry' option.​

• Incoming - this will shows emails coming in from a third party, when they arrived and who they were sent by

• Outgoing - this will shows emails going out to a third party, when they were send and who they were sent by.

• Scheduled - this will shows emails that are scheduled to send at a later date, when the emails are scheduled to send and who and who set the schedule. You also have the option to send the email now or to cancel the email from the Timeline. Additionally, when an Undo Send time is set, the option to send emails straight away or to cancel sending the email

  will appear in the Timeline during the Undo Send period (see here for more information about the Undo Send option) when scheduled emails are set to appear in the Timeline.​

• Log Activity

  • Incoming and outgoing phone calls

  • Incoming and outgoing letters

• Notes - this shows the notes that have been added to the work item

• Self Service - this shows communications entered by self Service Users

• (If the work item is a Ticket) Ticket Initial Description - this shows the initial description under which a Ticket was submitted

Include related work items

When this is switched on, the comms tab will display communications not just from this work item, but for all related work items.

When a related work item appears on the timeline, its reference will be displayed in the timeline.

Include system generated items

When switched on, system-generated communications such as auto-created submission confirmation emails which Enate sends out will be displayed. This option is off by default.

Timeline Tab

The timeline tab shows the all of the activity history that has taken place for a work item, such as allocation changes, status changes and information about the quality of the work item, as well as all of the communications information that is also displayed in the comms tab.

The items will be displayed on the timeline in chronological order with the most recent at the top.

Filtering the Timeline Tab

You can choose which activities you wish to see on the timeline by clicking on the filter icon.

The number next to the filter icon lets you know how many types of communications you are able to see out of the total number of types of communications available.

In addition to all the communication options, you can choose to filter the timeline tab by the following information:

Allocations

• Queues ​- when the work item has moved to a different Queue

• Reassignments - the shows when the work item has been reassigned to another user

Case Rework History (Cases Only)

If a Case has been set to rework, the timeline will show who set the Case to rework, when it was set to rework, and the Step number and Action it was set to rework from.

Email Attachment Deletion

This shows when an email attachment has been deleted. It includes the file name of the email attachment that was deleted, the subject of the email it was attached to, who deleted it and when it was deleted.

Quality

• Due Date Missed - this shows when the due date for the work item has been missed

• Due Date Changed - when the due date of the work item, the timeline will show when it has been changed to, who changed it and when they changed it

Status Changes

• this shows when the work item status was changed, what is was changed from and to (e.g. status changed from In Progress to Resolved), who it was changed by and the reason it was changed. The icon on the left will reflect the status the work item was changed to.

• If the status has changed to Wait, the Timeline will also show the Wait type

• If the status has changed to Resolved, the Timeline will also show the Resolution Method

• when a Peer-Review Action is in the peer review stage

• If a Case has a problem

Include Related Work Items

When this is switched on, the timeline will display information not just from this work item, but for all related work items.

When a related work item appears on the timeline, its reference will be displayed underneath the icon.

Include System-Generated Activities

When switched on, system-generated timeline entries such as auto-created submission confirmation emails which Enate sends out will be displayed. This option is off by default.

Viewing Reopened Work Items

You can view when work items have been reopened from a resolved state in the timeline, as well as when it was reopened and by whom.

If a work item has been reopened as a result of an email, 'System' will be shown as who reopened the work item, so make sure that the 'Include System-Generated Activities' option in the comms/timeline filter is enabled to see these timeline entries.

If a work item has been reopened by an agent, make sure the 'status changes' option from the timeline filter is enabled to see these timeline entries.

The information about who last reopened it and when is also shown explicitly on the work item info card.

Overview

For users on v2024.1, they will be able to use the forecasting feature to provide more accurate estimated efforts for work items, enabling you to plan resource requirements more effectively.

In the long term, this data can be collated and fed back to admin users to adjust estimated effort timers and to provide more accurate forecasting for future work volumes.

How to use 'Forecasting'

Once the 'Forecasting' feature has been switched on, a new ‘Effort Estimation’ tab will appear in Cases in Work Manager.

Here you'll see a summary of the estimated effort for the whole Case, a breakdown of the estimated effort for Actions or Sub Cases that make up the Case, and a breakdown of the estimated effort for Actions or Sub Cases that have not been created yet.

Case Effort Summary

The 'Case Effort Summary' section is where a user can change the estimated time for the Case. It also provides other useful metrics for the Case.

• 'Total Case Estimated Effort' effort shows the total estimated time that the Case is estimated to take. This can be updated by a user with a more accurate estimate.

  • It is the sum of the ‘Estimated’ effort of all the created work and the Actions (and Sub Case Actions) that make up the Case and the and the 'Effort for Work Not Yet Created' value

  • The field will will initially show the manual ‘Initial Estimated Effort Per Record’ value from Builder (if there is one) multiplied by the record count

    • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for the Case that has not been updated by a Work Manager user will be updated to reflect the change in record count.

  • Once the Case is in a state of Resolved or Closed, its estimated effort can no longer be changed.

  • Note that increasing this value will increase the ‘Effort for Work Not Yet Created’ estimate and vice versa.

• ‘Total Case Actual Effort’ effort shows the amount of time that has been spent working on the Case Effort for Work Not Yet Created.

  • It is the sum of the 'Actual' effort for all the created Actions and Sub Cases that make up the Case, taken from their respective Time Trackers.

• ‘Total Case Remaining Effort’ shows the amount of time estimated to be left on the Case.

  • It is the sum of the 'Total Remaining Effort' effort for all the created Actions and Sub Cases that make up the Case AND the estimated remaining time for work that has yet to be created (therefore it might not always equal the 'Case Estimated' effort minus the 'Case Actual' effort).

Changing the 'Estimated' effort value for a Case has the following effects:

• Automatic update to the 'Effort for Work Not Yet Created' estimated value. This is because the ‘Estimated Effort’ for the Case is a calculated value made up of the sum of the ‘Estimated’ effort of all the created work and the Actions (and Sub Case Actions) that make up the Case and the and the 'Effort for Work Not Yet Created' value.

  • Increasing the 'Estimated' effort for a Case increases the 'Effort for Work Not Yet Created' value by the same amount

  • Decreasing the 'Estimated' effort for a Case decreases the 'Effort for Work Not Yet Created' value by the same amount

Effort Breakdown for Created Work

The 'Effort Breakdown for Created Work' section is where a user can change the estimated time for the individual created Actions (and Sub Cases) that make up the Case. It also shows other useful metrics for each of the created Actions (and Sub Cases) that make up the Case.

Note that once an Action is in a state of Resolved or Closed, its estimated effort can no longer be changed.

As Actions (and Sub Cases) get created, the estimated effort for them will be taken from the Estimated effort value from the Work Not Yet Created section below.

Action Breakdown

For each Action, you'll see:

• A link to each Action

• 'Estimated' effort that shows the total estimated time that the Action is estimated to take. This can be updated by a user with a more accurate estimate.

  • The field will will initially show the manual ‘Initial Estimated Effort Per Record’ value from Builder multiplied by the record count

    • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for any running Actions that have not been updated by a Work Manager user will be updated to reflect the change in record count.

  • Increasing this value will decrease the ‘Work Not Yet Created’ estimate and vice versa and therefore might affect the total 'Case Estimated' effort

  • Note that once an Action is in a state of Resolved or Closed, its estimated effort can no longer be changed.

• ‘Actual’ effort shows the amount of time that has so far been spent working on that Action

  • The value is taken from the Time Tracker of the Action.

• ‘Estimated Remaining’ shows the amount of time estimated to be left on the Action.

  • It is calculated by subtracting the 'Actual' effort for the Action from the 'Estimated' effort.

• The due date of the Action

  • You'll also see a 'Start By' value if the 'Actual' effort is currently zero. This value show when is the absolute latest that the Action can be started by in order to meet its due date.

• The status of the Action

Changing the 'Estimated' effort value for an Action has the following effects:

• Automatic update to the 'Effort for Work Not Yet Created' estimated value for the Case.

• Possible automatic update to the 'Estimated' effort for the whole Case

Details:

• Decreasing the 'Estimated' effort for an Action increases the 'Effort for Work Not Yet Created' value for the Case by the same amount (leaving the 'Estimated' effort for the whole Case the same).

• Increasing the 'Estimated' effort for an Action decreases the 'Effort for Work Not Yet Created' value for the Case by the same amount. This may or may not affect the 'Estimated' effort for the overall Case.

  • If the updated ‘Estimated Effort’ on an Action doesn't increase by enough to cause the ‘Effort for Work Not Yet Created’ value for the Case to go below 0, the 'Estimated' effort for the Case will not be affected

    • Example: let's say that the 'Estimated' effort for Action 1 is 2 hours, the estimated 'Effort for Work Not Yet Created' is 1 hour and the 'Estimated Effort' for the Case is 3. A user decides that Action 1 is going to take 1 hour more and so updated the 'Estimated' effort for Action 1 from 2 to 3 hours. 'Effort for Work Not Yet Created' will decrease from 1 hour to 0 and the 'Estimated' effort for the Case will not change - it will stay at 3 hours.

  • If the updated ‘Estimated Effort’ on an Action increases enough to cause the ‘Effort for Work Not Yet Created’ value for the Case to go below 0, the difference should be added to the ‘Estimated Effort’ of the overall Case.

    • Example: let's say that a Case only has one Action created for it called Action 1. The 'Estimated' effort for Action 1 is 2 hours, the estimated 'Effort for Work Not Yet Created' is 0 and therefore the 'Estimated Effort' for the whole Case is 2 hours. A user decides that Action 1 is going to take 1 hour more and so updates the 'Estimated' effort for Action 1 from 2 to 3 hours. Because 'Effort for Work Not Yet Created' is 0, the 'Estimated' effort for the overall Case is therefore going to increase by 1 hour from 2 to 3 hours.

    • Example 2: let's say that a Case only has one Action created for it called Action 1. The 'Estimated' effort for Action 1 is 2 hours, the estimated 'Effort for Work Not Yet Created' is 1 hour and therefore the 'Estimated Effort' for the whole Case is 3 hours. A user decides that Action 1 is going to take 2 more hours and so updates the 'Estimated' effort for Action 1 from 2 to 4 hours, causing the 'Effort for Work Not Yet Created' to decrease by 1 hour from 1 to 0 (decreasing as far as it can). The "remaining" 1 hour will effectively be added to the total 'Estimated' effort of the Case that will increase by 1 hour to from 3 to 4 hours.

Sub Case Breakdown

If a Sub Case gets created, you'll see:

• A link to the Sub Case if you have permission to access it (otherwise you'll just see the name and reference number of the Sub Case with no link)

• A Sub Case "total" row with the following:

  • 'Estimated' effort shows the total estimated time that the Sub Case is estimated to take. This can be updated by a user with a more accurate estimate.

    • It is the sum of the ‘Estimated’ effort of all the created and yet-to-be created Actions that make up the Sub Case.

    • The field will initially show the manual ‘Initial Estimated Effort Per Record’ value from Builder multiplied by the record count

      • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for the Sub Case that has not been updated by a Work Manager user will be updated to reflect the change in record count.

    • Once a Sub Case is in a state of Resolved or Closed, its estimated effort can no longer be changed.

    • Note that increasing this value will increase the ‘Work Not Yet Created’ estimate for the Sub Case and vice versa.

  • ‘Actual’ effort shows the amount of time that has so far been spent working on the Sub Case.

    • It is the sum of the 'Actual' effort for all the created Actions that make up the Sub Case, taken from their respective Time Trackers.

  • ‘Estimated Remaining’ shows the amount of time estimated to be left on the Sub Case.

    • It is the sum of the 'Estimated Remaining' effort for all the created Actions that make up the Sub Case AND the estimated remaining time for work that has yet to be created for that Sub Case (therefore it might not always equal the 'Sub Case Estimated' effort minus the 'Sub Case Actual' effort)

    • The due date of the Sub Case

    • The status of the Sub Case

• A row for each Sub Case Action with the following:

  • 'Estimated' effort shows the total estimated time that the Sub Case Action is estimated to take. This can be updated by a user with a more accurate estimate.

    • The field will will initially show the manual ‘Initial Estimated Effort Per Record’ value from Builder multiplied by the record count

      • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for any running Sub Case Actions that have not been updated by a Work Manager user will be updated to reflect the change in record count.

    • Increasing this value will decrease the ‘Work Not Yet Created’ Sub Case estimate and vice versa and therefore might affect the total 'Sub Case Estimated' effort

    • Once an Action is in a state of Resolved or Closed, its estimated effort can no longer be changed.

  • ‘Actual’ effort shows the amount of time that has so far been spent working on that Sub Case Action

    • The value is taken from the Time Tracker of the Sub Case Action.

  • ‘Estimated Remaining’ shows the amount of time estimated to be left on the Sub Case Action.

    • It is calculated by subtracting the 'Actual' effort for the Sub Case Action from the 'Estimated' effort.

  • The due date of the Sub Case Action

    • You'll also see a 'Start By' value if the 'Actual' effort is currently zero. This value show when is the absolute latest that the Sub Case Action can be started by in order to meet its due date.

  • The status of the Sub Case Action

• A row for 'Sub Case Work Note Yet Created' with the following:

  • 'Estimated' effort shows how much effort is estimated to be needed to complete the Sub Case Actions that have not yet been created for that Sub Case. This can be updated by a user with a more accurate estimate.

    • Changing this estimate will affect the total 'Sub Case Estimated' effort and might affect the effort estimate for the overall Case

Changing the 'Estimated' effort value for a Sub Case Action has the following effects:

• Automatic update to the 'Effort for Work Not Yet Created' estimated value for the Sub Case.

• Possible automatic update to the 'Estimated' effort for the whole Sub Case

• Possible automatic update to the 'Estimated' effort for the whole parent Case.

Details:

• Decreasing the 'Estimated' effort for a Sub Case Action increases the 'Effort for Work Not Yet Created' value for the Sub Case by the same amount (leaving the 'Estimated' effort for the whole Sub Case the same and therefore having no impact on the 'Estimated' effort for the whole parent Case).

• Increasing the 'Estimated' effort for a Sub Case Action decreases the 'Effort for Work Not Yet Created' value for the Sub Case by the same amount. This may or may not affect the 'Estimated' effort for the overall Case.

  • If the updated ‘Estimated Effort’ on a Sub Case Action doesn't increase by enough to cause the ‘Effort for Work Not Yet Created’ value for the Sub Case to go below 0, the 'Estimated' effort for the Sub Case will not be affected (and therefore the 'Estimated' effort for the whole parent Case will not be affected).

    • Example: let's say that a Sub Case only has one Action created for it called Sub Case Action 1. The 'Estimated' effort for Sub Case Action 1 is 2 hours and the estimated 'Effort for Work Not Yet Created' for the Sub Case is 1 hour, therefore the 'Estimated Effort' for the Sub Case is 3 hours. A user decides that Sub Case Action 1 is going to take 1 hour more and so updates the 'Estimated' effort for Sub Case Action 1 from 2 to 3 hours, causing the 'Effort for Work Not Yet Created' for the Sub Case to decrease from 1 hour to 0. The 'Estimated' effort for the Sub Case will not change - it will stay at 3 hours (and therefore the 'Estimated' effort for the whole parent Case will not be affected).

  • If the updated ‘Estimated Effort’ on a Sub Case Action increases enough to cause the ‘Effort for Work Not Yet Created’ value for the Sub Case to go below 0, the difference should be added to the ‘Estimated Effort’ of the overall Sub Case, (and therefore might impact the 'Estimated' effort for the whole parent Case).

    • Example: let's say that a Sub Case only has one Action created for it called Sub Case Action 1. The 'Estimated' effort for Sub Case Action 1 is 2 hours and the estimated 'Effort for Work Not Yet Created' for the Sub Case is 0, therefore the 'Estimated' effort for the overall Sub Case is 2 hours. A user decides that Sub Case Action 1 is going to take 1 more hour and so updates the 'Estimated' effort for Sub Case Action 1 from 2 to 3 hours. Because 'Effort for Work Not Yet Created' for the Sub Case is 0, the 'Estimated' effort for the Sub Case is going to increase by 1 hour from 2 to 3 hours.

      • If there is enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase might be taken from there, therefore there will be no impact on the 'Estimated' effort for the whole parent Case.

      • If there is isn't enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase will result in an increase in the the 'Estimated' effort for the whole parent Case.

    • Example 2: let's say that a Sub Case only has one Action created for it called Sub Case Action 1. The 'Estimated' effort for Sub Case Action 1 is 2 hours and the estimated 'Effort for Work Not Yet Created' for the Sub Case is 1 hour, therefore the 'Estimated' effort for the overall Sub Case is 3 hours. A user decides that Sub Case Action 1 is going to take 2 more hours and so updated the 'Estimated' effort for Sub Case Action 1 from 2 to 4 hours, causing the 'Effort for Work Not Yet Created' for the Sub Case to decrease as much as it can - here it will decrease by 1 hour to from 1 to 0. The "remaining" 1 hour will effectively be added to the total 'Estimated' effort of the Sub Case that will increase by 1 hour from 3 to 4 hours.

      • If there is enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase might be taken from there, therefore there will be no impact on the 'Estimated' effort for the whole parent Case.

      • If there is isn't enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase will result in an increase in the the 'Estimated' effort for the whole parent Case.

Effort for Work Not Yet Created

The 'Effort for Work Not Yet Created' section shows how much effort is estimated to be needed to complete Actions (and Sub Cases Actions) that have not yet been created for this Case.

It is calculated by subtracting the sum of the 'Estimated' effort for created work from the 'Estimated' effort for the Case. Therefore, increasing the 'Effort for Work Not Yet Created' will increase the effort estimate for the overall Case and vice versa.

As Actions (and Sub Cases) get created, the estimated effort for them will be taken from the 'Estimated Effort for Work Not Yet Created' value.

Once the Case is in a state of Resolved or Closed, the 'Effort for Work Not Yet Created' can no longer be changed.

Overview

When you're working on a Ticket, Action or Case, operational issues can occur which have an effect on how you're able to deliver the process. It is important to record these as a way to highlight them for others who may view or work on the item, and to help with longer term efforts to improve process delivery.

The Defects section on your work item screens in Enate is there to help you record and manage incidents like this when they occur. If defect categories have been configured in the service line for a Ticket in Builder, a Defects Card will show in that Ticket's screen in Work Manager that provides the functionality to record defects for the work item.

Defects can occur for a wide variety of reasons, for example:

• A client is late supplying information you've requested

• A supplier has attached the wrong file

• Something's gone wrong as part of the service centre's handling of the activity.

It is very important to record defects, for various reasons:

• while the work item is still in progress, it gives other agents who might be viewing or working on the activity an instant heads-up of issues which have occurred or are still happening which they'll likely need to know about

• after a work item has been closed, it helps serve as an accurate record of what went on and what went wrong - which might be important if you're reviewing a specific item and need to be able to explicitly show for example when a client took longer responding with critical information.

• in the longer term it's really useful as part of analysis to spot patterns in where issues are occurring and where improvements can be made - perhaps there's a repeated quality issue with information from an external party, or a given customer if consistently late supplying information at a certain point in process. If defects aren't recorded, it's likely otherwise resolvable issues will still continue to happen.

Adding/Editing a Defect

Recording a defect is simple - with a Ticket, Action or Case open, simply expand the Defects card and click to add a new record.

Select the relevant category that the defect falls under.

Select the area of responsibility from the ‘Party at Fault’ drop-down - e.g. your organisation, a third party supplier, or the client themselves

Then add a relevant description.

If your system is set up to do so, you can also add the number of affected records - an example of when this can be useful is if your were running a payroll process for 100 employees and a defect occurs affecting 20 payslips, you can add that extra detail in here, which can be useful for subsequent reporting.

You can add as many defects as are needed if multiple issues occur.

Once you have recorded a defect on a particular work item, it is shared with all related cases, tickets and actions in the same manner as contacts are.

If a defect gets resolved while the work item is still open, you can go to the defect card and mark it as resolved.

If a defect was applied to a work item by accident or the defect itself was recorded incorrectly, you can chose to delete it as long as the work item is still in progress.

Once you're happy with all the details for your new Defect record, or with your changes if you're editing an existing one, click 'Submit' to save your changes.

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

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

Overview

The files tab shows all of the files and links that have been added to that work item and its related work items, plus attachments for incoming and outgoing emails.

Any files/links for the current work item which is open are displayed at the top of the files tab, and any for its related work items are shown in a separated section below this. Items are sorted by the date/time they were uploaded with the most recent at the top.

Various icons help you to identify further information:

Adding Files/Links to a Work Item

If the work item is assigned to you, you can add files and links to a work item in the Files tab. Multiple files can be uploaded at one time. Click the upload links at the top of the tab to upload.

You can also drag and drop files into the files tab to upload them.

File Type restrictions

Tagging Files and Links

Tags can be added to files and links. Tagging is very helpful to add more structure to your files information, and opens up features such as auto-attaching files with certain tags to emails being auto-sent by the system, and to canned responses in mails you're composing. They also allow external automation routines to know which specific files to pick up from a work item.

Tagging files is also an important feature for processes which involve automation technology. Example: if a downstream automated Action needs to know which of the files you’ve attached to your Case is the ‘Invoice Confirmation’ file, you can tag the relevant files as such and, no matter the file name, the automation technology would know to select that file based on its tag. Such external automation technology can equally well supply tags as part of uploading documents into Work Items in Enate for further downstream manual / automated use.

You can add a tag to a file by clicking on the '+' icon and then selecting a tag from the resulting list.

You can also add tags to multiple files and links at once by selecting one or more items and using the icon which are then displayed in the Files tab header.

If your admin has switched on an auto-tagging component, you'll see some extra bits of info in the file tag section, where automated suggestions of tag values for an attachment have been made.

If the technology you're using is confident enough about its tagging suggestion, the tag will appear in green. If you agree with the suggestion, you don't need to do anything, but if disagree with it, you can simply click to change it.

And if the technology was less confident in its tag suggestion, the tag will be highlighted in orange. If you agree with the suggested tag, make sure to confirm it, otherwise change it to your preference. Every time you do this, the technology will learn and get a little bit better at suggesting tags. If you notice that the technology is regularly getting its suggestions wrong, speak to your admin team about modifying the confidence threshold.

Once tags have been added, the files/links will become available for auto-adding to emails with matching tags, allowing you to ensure that all documents of a relevant type are included with specific emails / email body content.

Adding Notes to Files

You can also add notes to files and links to provide a brief description of the content or to provide any other information that might be useful.

You can also add notes to multiple files and links at once by selecting one or more items and using the icon which are then displayed in the Files tab header.

Previewing Files

The menu on the right lets you preview an individual file. The preview will open in a new tab.

Downloading Files

You can download individual files by clicking on the option in the menu on the right.

You can download multiple files at once by selecting the files you wish to download and selecting the option at the top of the screen. These can be downloaded as multiple individual files or as a single compressed ZIP file via the ZIP download option here.

Deleting Files/Links

You can delete files or links individually by clicking on the menu on the right.

You can also delete multiple files/links by selecting the files/links you wish to remove and selecting the delete option at the top of the screen.

Filtering Files/Links

You can filter the files and links being displayed in the files tab by using the filter option at the top. You can filter by: Attachments, Outgoing Email Attachments, Incoming Email Attachments and Links.

Freetext File Search

There's also a freetext search available to help you locate individual files or links. You can search based on the various text groups on display - Filename, Tag info and Notes texts.

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

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

Filling in Data Fields on Tickets, Cases and Actions

Validation in Custom Cards

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

Custom Data Override Warning

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

Overview

To help you manage activity against your SLAs, Enate allows users to track the time it takes for work items to be completed, both as an overall total and broken out by the various resources who may have worked on it.

When is time tracked for a Work Item?

The time tracker records the time of each individual browser session that the item is worked on; time is tracked whenever a work item is open on-screen, regardless of whether it is assigned to the user or not and regardless of what state the work item is in. The time tracker runs for one single work item at a time within a browser session and will run for a work item tab when it gets browser tab focus. It continues to run even if the browser is minimized, if the computer is in lock screen etc.

Switching between tabs

In the scenario where work item A is open (with the timer running) and a further work item B tab gets opened, the timer will stop on item A and switch instead to item B. Flipping between these work item tabs would equally switch which one the time tracker is running for.

Time tracking halts when the work item tab is closed and in the event of a browser/machine timing out.

Work Item Time Tracking when accessing Email View

Time Tracker Card Information

The card displays the length of time of the current session, a combined total of the length of time of all previous sessions, the expected initial estimated effort time and - for Actions and Tickets - the estimated effort time which the service agent can alter, which is useful for Forecasting.

Additionally you can edit the time of the current and your previous recorded sessions, regardless of whether or not you are the work item's assignee. However please note that only Team Leaders are able to edit the time recorded by other members of their team, whereas Team Members are only able to edit the time recorded for their own sessions.

Viewing Previous Recorded Sessions

Expanding the Time Tracker card displays the recorded time for previous sessions, as well as who was working on the work item during that session, how long the session lasted and if the session's recorded time has been edited.

Clicking on the information icon lets you see the date and time when the session was recorded and, if the work item is a Ticket, which category it was assigned to during that session.

Editing Recorded Times

You can edit the time of the current and previous recorded sessions, regardless of whether or not you are the work item's assignee. However please note that only Team Leaders are able to edit the time recorded by other members of their team, whereas Team Members are only able to edit the time recorded for their own sessions.

Manually editing the current time-on-task will save that edited time as a new row in the history.

You will be able to see further information including when an edit was made and who by when you open the card in full-screen mode.

Viewing Edited Times

You can click the expand icon to open the card in full-screen mode. Here you can see the length of time of the current session, a combined total of the length of time of all previous sessions, and, for Actions and Tickets, the expected time required to complete the work item. You will also be able to see more detailed information about the individual session, as well as information about edits made to the recorded time:

'Expected Time'

The expected time required to complete the work item can be configured in Builder for Cases, Actions and Tickets. Note that this information will only display if:

• An Initial Estimated Effort value has been entered for this Case, Action or the selected Ticket Category in Builder.

• The system-wide settings 'Show Time Tracker' and 'Display Expected Time in Time Tracker' are enabled.

Ensuring Accurate Auto-Time Tracking - Recommendations

• If you only have one work item open in Enate and are currently working on a different business application, as long as you return to that tab before your Enate session expires your time will be tracked accurately.

• If you have multiple work items open in Enate and are currently working on a different business application, as long as you return to the most recently accessed tab before your Enate session expires your time will be tracked accurately. The other work items that were open but not accessed mostly recently will not have their times tracked.

Helpful Hints and Tips (Dos and Don'ts)

In order to keep time tracking of your activities as accurate as possible, here are a few help 'Do's and Don'ts' that will optimise how the system can help while running in a web browser.

Remember that you might have one single Enate Work item tab open, or perhaps multiple work items open in tabs in your browser.

Recommended behaviour (Dos)

1. Always open the work item you want to track time against as the LAST activity in Enate before switching to another business application to work on your task.

2. Make sure to return to the Enate application at the point where you finish your task.

3. If your activity is taking an extended period of time to complete, it's a good idea to come back to Enate from time to time, since your session may otherwise time out due to your browser timeout*.

*Session timeout periods for browsers could be typically from 20 mins to several hours. If you're finding that that things are timing out like this, speak with your IT admin about how that settings can be extended to help avoid this.

Things that may lead to less accurate tracking (Don'ts)

1. Failing to return to Enate after finishing your work.

2. Returning to Enate too late, i.e. after a session timeout due to inactivity.

3. Logging in on a different device or browser rather than going back to the same tab you left.

4. Just clicking the 'X' on the Enate tab without having reopened it (i.e. without having clicked to display the tab content).

5. Restarting the browser before returning to the Enate tab.

6. Closing the entire browser.

7. Restarting your system.

Details - Time Tracking in various scenarios

Time is tracked whenever a user has the Enate work item tab open either displayed or not displayed on screen. Time will not be tracked when the Time Tracker Card has been paused. You can find more detailed information about whether time is tracked or not in a particular scenario from the table below.

Additional Time Tracking Information

• The Enate system will always keep a record of the automatically recorded time (i.e. not manually edited). This is a record of the amount of time which the work item tab was displayed directly on screen. This data is not displayed to you but can be accessed for MI / reporting purposes. Please note that the time tracker tracks ALL accessing of the work item, even after it is completed.

• Manually editing the current time-on-task will save that edited time as a new row in the history. The ‘time on task’ box will subsequently display the auto-running count of the time since you started the manual edit of the previously displayed value.