Timeline Improvements

v2021.1

Comms Tab

Filtering the Comms Tab

Clicking the filter icon will bring up a filter popup where you can select or de-select the various communication types you wish to view on the timeline. You can filter the Comms tab by the following communications:

• Email

  • Cancelled - this will show 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

• Self Service - communications entered by self Service Users

• (If the work item is a Ticket) Ticket Initial Description

• 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.

  • This setting is switched on by default for Cases so that when viewing a Case, you will also be able to see communications for all of its corresponding Actions.

  • This option is switched off by default for Tickets and Actions, so they will default to only displaying communications from this work item.

• 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.

If a filter is applied, a number will appear next to the filter icon telling you how many types of communications you are able to see out of the total number of types of communications available.

Timeline Tab

The timeline tab shows the all of the activity history that has taken place for a work item (and related items), including communications, status changes, with the most recent updates shown at the top of the timeline.

Filtering the Timeline Tab

Clicking the filter icon will bring up a filter popup where you can select or de-select the various item types you wish to view on the timeline. In addition to communications such as emails and phone calls, you can filter the timeline tab by the following information:

• Allocations

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

  • Reassignments - reassignments between users

• Quality

  • Due Dates missed - when the Due Date for the work item has been missed

• Status Changes

  • when the work item status was changed (e.g. from In Progress to Resolved), who it was changed by and the reason it was changed.

• 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 in the timeline.

  • This setting is switched on by default for Cases so that when viewing a Case, you will also be able to see information about all of its corresponding Actions.

  • This option is switched off by default for Tickets and Actions, so they will default to only displaying information from this work item.

  • The one exception is when merging a Ticket, any Tickets which were closed due to merging will default to display the information from the downstream related Ticket.

• Show System generated items - 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.

If a filter is applied, a number will appear next to the filter icon telling you how many types of information you are able to see out of the total number of types of information available.