New Email Views
Overview
We've made some significant enhancements to how you can work with emails in Enate by creating a brand new set of Email views - these build on the existing 'Outbox' views to give you a more comprehensive list of all the emails in play for your business area, split out into:
Email Inbox - A view of the emails for all the work items in your Work Inbox, the Work Inboxes of your Team, and unassigned work in the Queues you work out of.
Sent Items - emails from your business area's work items which have been sent out.
Outbox - The existing Outbox view letting you see emails scheduled to go out or those awaiting dispatch from your system's mailbox.
These sections can all be accessed from your Navigation menu (sub-sections of the new 'Emails' link) and will each open in their own dedicated tab.
As part of this feature we have renamed your standard Homepage's Inbox section to 'Work Inbox', just to keep things clear and simple for you when switching between an email-first or work-item focussed view of your and your team's activities.
Email Inbox
Overview
This shows emails related to in-progress Work Items in your business areas - i.e. the ones you'd see in your Homepage Work Inboxes. There are various filtering options and ways to view different sets of data. Use this view to keep on top of incoming emails for the work items you and your team are dealing with.
Sections in Email Inbox
In the collapsible folder pane on left-hand side of the Email Inbox, you can see links to various sections of your Email Inbox, divided into:
My Emails - Emails for all work items that are currently in your Work Inbox (that you'd see in your Homepage)
My Team Emails - Emails for all work items that are currently in the Work Inbox of your Team. This link is visible if you are a Team Leader or are able to see your peers and Queues.
Unassigned Emails - Emails for all unassigned work items sitting in Queues you work out of. This link is visible if you are a Team Leader or are able to see your peers and Queues.
The numbers displayed show the number of unread emails in these different folders. There's also links to your Sent Items and your Outbox - all of which open in separate tabs.
You can see a list of all the emails in your inbox as well as Self Service user comments, with the most recent at the top, showing who the email is from, when it was received, the subject of the email, a preview of the first line of the email body and which work item the email relates to. You will also be able to see if the email has any attachments and if the email was sent with high importance.
Unread emails will appear in bold and you can filter to view just your unread emails by clicking on the 'Unread' option.
Note that an email will be marked as read when a user opens an email.
Filtering Options
You can filter your inbox by Customer, Contract, Service, Process, Queue, the 'from' email address, whether or not the email has attachments, and by email received date.
If you have access to the 'My Team Emails' view you'll also be able to filter by assigned user.
Switching between views and refreshing on new incoming mails
You can switch between viewing 'My Emails' which are the emails in your own inbox, 'My Team Emails' which will show you the emails in the inbox of your team members, or 'Unassigned Emails' which will show you incoming emails for work items in your Queues which don't have an assignee.
When a new email comes in the 'unread' number will refresh and a mail icon will appear on the refresh button. You just need to click it to refresh your inbox and view the newly arrived emails.
You can mark individual emails as read/unread, but please note that this will NOT affect the new information flag on the work item that the email relates to, so marking an email as read will NOT switch off the new information icon in the work item.
The main section of the Email Inbox view displays the preview panel for whichever email you have selected. You can adjust the size of the email preview panel to suit your needs.
When you click on a email, you will be able to see the full email in the right-hand side of the screen. You can see the subject of the email, who it was sent from, who it was sent to, any CC recipients, a link to the work item that the email relates to, the due date of the work item and the full content of the email.
Replying / forwarding emails
If you click on reply, reply all, or forward for an email, the system will open a new tab displaying the Work item in question and will take you to the email editor screen to start composing your email.
Further options
Further options are also available from the ellipses next to the reply links. These will allow you to go directly to the work item that the email relates to (opening in a new tab), and to print the email directly.
You also have the option to download the underlying .eml file.
Please note: If the email you are attempting to download contains an attachment file which has been explicitly manually deleted by a user (for e.g. reasons of data sensitivity), the .eml download option will be disabled for that email - the system will display a message explaining the reason for this disabling when download icon is clicked.
Email Attachments
If an email has any attachments, you can see the name of the attachment, its size and the option to download it. If the email has multiple attachments, you have the additional options of downloading all of the attachments or downloading them all as a ZIP file.
Full-screen option
You can also expand the email to full-screen mode, where the preview pane is hidden.
Sent Items View
Overview
Sent Items shows you all of the emails from your business area's work items that have been sent out.
You can see a preview list of all the emails that have been sent out, with the most recent at the top, showing who the email was sent to, when it was sent, the subject of the email, a preview of the first line of the email body and which work item the email relates to. You will also be able to see if the email has any attachments and if the email was sent with high importance.
You can adjust the size of the email preview panel to suit your needs.
When you click on an email, you will be able to see the full email in the right-hand side of the screen. You can see the subject of the email, who it was sent from, who it was sent to, any CC recipients, a link to the work item that the email relates to, the due date of the work item and the full content of the email.
You can also expand the email to full-screen mode, where the preview pane is hidden.
Switching between views
You can switch between viewing 'My Emails' which are the emails that you have sent and 'My Team Emails' which will show you the emails that members of your team have sent.
Replying / forwarding emails
You can also reply, reply all, or forward a sent email. When you click on one of these options, the system will open a new tab displaying the work item in question and will take you to the email editor screen to start composing your email.
Filtering Options
You can filter your sent emails by Customer, Contract, Service, Process, Queue, who the email was sent to, date range, the status of the work item that the email relates to, whether or not the email has attachments, and whether or not the email was system-generated.
Note that when filtering by date you can only filter for a maximum timespan of 90 days.
If you have access to the 'My Team Emails' view you'll also be able to filter by assigned user and by who the email was sent by.
Further options
Further options are also available from the ellipses next to the reply links. These will allow you to go directly to the work item that the email relates to (opening in a new tab), and to print the email directly.
You also have the option to download the underlying .eml file.
Please note: If the email you are attempting to download contains an attachment file which has been explicitly manually deleted by a user (for e.g. reasons of data sensitivity), the .eml download option will be disabled for that email - the system will display a message explaining the reason for this disabling when download icon is clicked.
Email Attachments
If an email has any attachments, you can see the name of the attachment, its size and the option to download it. If the email has multiple attachments, you have the additional options of downloading all of the attachments or downloading them all as a ZIP file.
Outbox View
The Outbox has been moved to sit alongside these other email views. As before, this is where you can find emails belonging to yourself or to your team that are scheduled to be sent at a later date, or have failed to send. See here for further information about the Outbox.
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