Estimated Effort Enhancements
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In 2024.1 we've simplified how estimated effort for your work items are configured to accompany the .
We have changed how you enter and update initial estimated efforts for Actions and Tickets in Builder. Previously, estimated effort was configured in the General Settings of an Action or in the Ticket category within a Ticket version. Now, initial estimated effort is configured at a process-type level in Builder, i.e. when configuring Action types and Ticket Categories from the Service Lines screen. See below for more information about how to configure estimated effort for a or . Providing an initial estimated effort value helps Work Manager users keep to their SLA’s and provide a timely service.
This change means that changes can be made in significantly fewer places without needing to re-version the whole Case/Ticket configuration - changes will take effect for the next Case/Ticket that is created.
Estimated Effort can now also be added to work items as part of creating them via Bulk Create.
To enter an initial estimated effort for a Ticket, you can:
Go to the Service Lines screen, select a Service Line, click to update the third-level Ticket Category and then enter your 'Initial Estimated Effort Per Record' in the resulting pop-up in the following format: dd:hh:mm
Go to the Ticket screen, click to add or edit a new Ticket category, click to enter update the third-level Ticket Category and then enter your 'Initial Estimated Effort Per Record' in the resulting pop-up in the following format: dd:hh:mm
To enter an initial estimated effort for an Action, you can:
Go to the Service Lines screen, select a Service Line, select an Action Type and then enter your 'Initial Estimated Effort Per Record' and/or your 'Robot's Initial Estimated Effort Per Record' in the resulting pop-up in the following format: dd:hh:mm
Go to the Case screen, click to create a new Action Type, or edit a new Ticket category then enter your 'Initial Estimated Effort Per Record' and/or your 'Robot's Initial Estimated Effort Per Record' in the resulting pop-up in the following format: dd:hh:mm
We've also added the ability to enter an initial estimated effort value for Cases in Builder too - previously you could only do this for Tickets and Actions.
To enter an initial estimated effort for a Case, go to the Service Lines screen, select a Service Line, select a Case Type and then enter your 'Initial Estimated Effort Per Record' in the resulting pop-up in the following format: dd:hh:mm
If an initial estimated effort value has been provided for a Case type, it will show in the Time Tracker card in Work Manager as 'Benchmark' for all Case of that Case type if the 'Display Expected Time in Time Tracker' option from Builder System Settings is enabled.
We are now showing the average time it took to complete Cases, Action and Tickets on the relevant Case Type, Action Type and Ticket Category screens.
This help suggest an appropriate value for the 'Initial Estimated Duration per Record Count' value.
We've also added the ability to enter an initial estimated effort value for Cases in Builder too - previously it was only available for Tickets and Actions. See below for more information about .
We are also showing the average time it took to complete Cases, Action and Tickets on the relevant Case Type, Action Type and Ticket Category screens to help suggest an appropriate value. See below for .
