Further Work Manager Changes

Email Sending Improvements

On the back of the email scheduling and outbox features we added in the last couple of releases, we've made some adjustments to keep email sending as simple as possible: Now, when you send an email the 'Send Now' and 'Cancel' buttons in the timeline will only appear if you have scheduled the email to send more than 2 minutes later to let you send the scheduled email straight away if you have changed your mind or to cancel sending the scheduled email altogether. Otherwise, these buttons will not appear in the timeline. You'll still get the option to recall your outgoing mails for anything up to two minutes if you've set up a delay.

Option to Rework a Case from an Action

You are now able to rework a Case from an Action itself, rather than having to go to the parent Case first to rework it.

Note that when reworking from a Case, the Case will be submitted as In Progress. However, when reworking a Case from an Action, because all running Actions for the Case will close once you click on 'Rework', the Action you are currently in will Close too.

Scheduling Improvements

Users are now no longer able to use old, out of date schedules or schedules that have already been triggered when starting a Case or Action in Work Manager that is configured to require a schedule. This helps ensure that old, out of date, schedules don't inadvertently get created, helping to ensure that the only work that's in play is work that is supposed to be.

'Wait for Sub Cases to Complete' Action Enhancements

We have added the additional option of when a Case process hits a Wait for Sub-Case Action (also known as a Hold Case Action) to auto-close the Wait for Sub-Case Action and let the process continue automatically if there is no Sub-Case available, instead of assigning the Action to a user to have to manually make that decision to proceed.

To do this, go to the Hold Case Action info tab in Builder and in the 'Auto-Close' column switch the toggle on.

This means that instead of assigning the Action to a user to manually proceed, the ‘Wait for Sub-Cases to Complete’ Action will automatically close if the Sub-Case the 'Wait for Sub-Cases to Complete’ Action is set to wait for is not available. This could be either because it has not been launched or because it was resolved before the ‘Wait for Sub-Cases to Complete’ Action was launched.

If the Hold Case column is left blank, the ‘Wait for Sub-Cases to Complete’ Action will wait for any Sub-Case of the Case to close before continuing and if there is no Sub Case available, the ‘Wait for Sub-Cases to Complete’ Action will automatically close.

If the 'Auto-Close' switch is left off, the ‘Wait for Sub-Cases to Complete’ Action will be assigned to a Queue where a user will pick it up and decide how to proceed if the Sub-Case the 'Wait for Sub-Cases to Complete’ Action it is set to wait for is not available.

Ticket Resolved Dates

We've changed the way in which the 'Resolved On' date for a Ticket which has been split is now calculated.

We now calculate this as the maximum of the Resolved On date for the Tickets it was split into - essentially when the last of the 'child' split tickets gets resolve, the original ticket also gets time-stamped with the same Resolved On date. With the previous approach it was possible that the original ticket was marked as resolved with an earlier date than some of its child split tickets. Also, this approach ensures that the Resolved On date of the original ticket does not change once set.

Example:

Ticket A has been split into Tickets B and C.

Ticket B is resolved at '2022-02-02 01:10:00' and Ticket C is resolved at '2022-02-03 02:00:00'.

The time marked for when Ticket A is Resolved will be '2022-02-03 02:00:00'.