Other Changes/Enhancements
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Last updated
Last updated
A new attribute has been made available for use on your Companies in Builder: External Reference ID:
This is an optional field which you can use for adding in any external reference numbers your organisation may use for identifying customers & suppliers which you have added into Enate.
This can primarily be used for your Reporting and API / webhook purposes. It is a 256 character alphanumeric field which is empty by default.
Note: This External Reference ID value is not displayed anywhere in Work Manager.
We have added the ability to reference an Enate property in a custom data field as part of the new Extension Properties feature.
When you are selecting which custom data fields you want to a appear for a user, you can select to reference This is particularly useful for Extension Properties as it allows an Enate property, e.g. a User, to be associated with another Enate property, e.g. a Service.
To create an Enate Object type of custom data field, select the new 'Enate Reference' option when creating the custom data field. You can then add the field as an Extension Property to Users in the 'Extension Properties' page.
Please note that currently the only Enate Object available to choose is 'Service'. We will be expanding this in the future and look forward to receiving feedback about desired requests. Additionally, fields with the 'Enate Reference' type can only be used as part of Extension Properties and not in Custom Cards, Email Templates ot Case conditions in this release. Also, Extension Properties of type 'Enate Reference' can only be added to 'Users' in this release - and only to Service Agents or Robots in this release.
We are making some improvements to Process Group functionality in 2024.1.
You can sort your processes into Process Groups in Builder to help make it easier to find the right process. Previously, this functionality was limited to Builder only, but we are now showing process group information in Work Manager too to help make it easier for Service Agents to find the right process to start.
When a Service Agent is creating work from the 'Create New Work Item' dropdown in Work Manager, they will now be able to see which Process Group a process belongs to. In the example below, the Process Group is called 'Internal'.
They'll also be able to filter processes down by process group to more easily find the process they want to start.
Service agents will also be able to filter Cases by process group when they are converting a Ticket into a Case.
We've also introduced a new General Setting that 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.
Migration notes:
If process group is 100% blank for a customer, upon upgrade the new 'Show Process Group Information' setting will be switched off.
If process group is populated even just once, upon upgrade the new 'Show Process Group Information' setting will be switched on. Any processes blank process group name will be automatically given the process group name of '(Default)'
The check will be for both Cases and Tickets - if either is non-null then it is ON.
You still set Process Groups from the Case Type or Ticket Type screens from the Service Lines page (if the Process Group setting is switched on).
Process Groups will continue to be displayed on the Service Matrix page as they are currently when the Process Group setting is toggled on.
With 2024.1 Enate is bringing some new search enhancements to the Email Connector and Routes page. These enchantments will allow users to conduct a quicker, more refined and accurate search than before.
The Connectors page in Builder now allows filtering by Connector Name, Username, Primary Email Address, Direction, and Enabled.
Note: Clicking on the column headers which contain freetext search boxes will also change the ordering on that column.
Now on the Email Routes page, when users choose to expand the section for a specific route, they will be presented with three text search boxes in the expanded section header for email, process and ticket category.
Users can also access these same three search boxes on still-collapsed sectionsby clicking on the search icon.
We've adjusted the text of the filters on the Schedules page Builder to make them more intuitive. They will now read as follows:
While the filter options for expiring schedules showed the user the schedules expiring within the date stated in the text / dates selected selected, they also showed any already expired schedules along with them, however this may not have been clear from the previous labels. The adjustment is there to make it clear that it's a combination of schedules due to expire AND any that already have which get displayed. These now read:
Already Expired
Expired / Expiring within next 7 days
Expired / Expiring within next 30 days
Expired / Expiring withing next 90 days
Select Date
You can now export schedule data in an excel file via the export button.
We've introduced a small UI improvement to the Email pages in Work Manager. Previously, the quick look box on the left had side of the screen operated on a dynamic 'load while scrolling' basis. Now this section will be paginated.
Users will be able to set how many emails appear per page, choosing between 50 or 100.
Additionally, users will be able to click through the pages using the back and forward arrows, and quickly return to first page with double arrows.
