Case State Specifics

v2021.1

Initial Case Submission

Cases can be started in the following ways:

Via an incoming email (if the system is configured to do so for that email mailbox)
By a ‘Start Case’ Action within another Case flow.
Manually, from the ‘Create New Work Item’ link in the Work Manager toolbar
Automatically started
Via third party integrations

How Cases move through the different states

When manually starting a Case directly in Enate, it will sit in a state of 'Draft' until it has been submitted for the first time.

When starting manually, you should fill in the ‘Case Short Description’.

Once a Case has been submitted into Enate, it will then sit in a status of ‘To Do’ until a resource has picked it up - this could be a human resource or a robot resource. Once you start updating a Case sitting in this state, it will:

automatically assign to you and
the status will change to ‘In progress’

You can also choose to change the state yourself. This signifies that work is now underway and it will stay in that status until it’s resolved – assuming e.g. no waiting for further information.

Setting an Item back to 'To Do'

If you’ve picked up a Case in error, or if your reach the conclusion that it’s not a piece of work you’re going to be able to progress you can unassign it from yourself, either to another resource or just back to its Queue. This could be after 10 seconds or half an hour, but when you do this the system will automatically set the status back to ‘To Do’ to let everyone know that it’s not going to be progressed until another resource picks it up. You can also just manually set the status back to ‘To Do’ if for example you started working on it in error and need to quickly undo the status change.

Similarly if a robot resource rejects a piece of work, its status will be set back to ‘To Do’ as part of handing it over for a human resource to carry out.

Needs Attention

Additionally, if there is a problem with a Case (usually be because of an issue with one of its Actions), the Case will be put back into a state of 'To Do'.

Once the Case is in this state, the Case owner can see this along with the reason – i.e. often the problem Action in the Info Card. As Case Owner, you have various options available to you:

Rework the Case from a previous step or from completed Actions within this step
Place the Case on Wait - Pause
Reset the Case to In Progress
Manually launch / re-launch Actions

Using 'Wait'

If you’re working on a Case and you have to temporarily halt work on it because you’re waiting for some additional information or because of some other temporary blocker, you should choose the ‘Wait’ status.

When placing a Case into a state of 'Wait' you should specify the type of wait

Wait for more information
Follow Up (wait until a specified date & time)
Pause

Wait for more information

Upon confirming the 'Wait for more information' status, the Case will move from your Inbox into your 'Owned Work' list, as there is no active work to be carried out by you until the follow up date and will be highlighted with the Wait icon.

When an incoming mail is received (or, for Tickets, the 'number of days to wait' is reached without any response) the item will move back from your Owned Work list into your Inbox, highlighted for you to progress.

Wait until Follow Up Date

When you wish to wait until a future date / time before progressing the Case, select the 'Follow Up' option and specify the desired Date and Time.

Upon confirming the 'Wait until Follow Up' status, the Case will move from your Inbox into your 'Owned Work' list, as there is no active work to be carried out by you until the follow up date.

When this date is reached the item will move back from your Owned Work list into your Inbox, highlighted for you to progress.

Pause

Stopping the clock on Work Items in a state of Pause

The Remaining Hours of SLA when Work Item is Pause will be displayed.

This feature is an enhancement of Stopping the clock on the work items which are in a state of pause.

If a work item is in a state of Pause, and the Due Date rule configured in Builder is set to ‘Add wait time to due date’, then the system does not display the due date in the header ribbon. Instead the system shows the remaining time left until the item is Due. If the work item is yet to pass the due date the the message will show as ‘Due: Paused x h y m before due’. If the work has passed the due date then the message will show as ‘Due: Paused x h y m after overdue’.

Example: work item which is paused where its due date is on target or due today.

Resolving a Case

You signify completing the Case on an item by marking it as Resolved.

Resolved Complete

Resolve Complete will mark the case as successfully resolved.

After a Case has been resolved in this way, it may sit in that status for a brief period if a Feedback Window has been set for it - during this time period the service recipient may respond and the Case may be reopened, either manually or automatically upon receipt of a new incoming email or feedback within the time period.

After the feedback window has completed without any further response, the Case will move to a state of fully 'Closed'. Any subsequent mails received will launch a brand new work item.

Resolved Cancel

Selecting this option and hitting the button to confirm will abort the Case. It will be completely closed and will no longer be available to process. If you re-open the tab for this item, system will confirm that the Case has been aborted.

Note: You can easily move an item from draft straight through to resolved.

In conjunction with resolving a Case it is recommended that you send a resolution email / add an internal note detailing the resolution.