Overview

We’ve done some work to standardise the various states that a work item can be in (e.g. In Progress, Resolved etc.) so that these are common across all of Case, Ticket & Action.

The standard states are now:

• Draft – Item has not yet been initially submitted.

• To Do – the item is awaiting a resource to progress it further.

• In Progress – the item has been picked up and is being progressed.

• Wait – select this if for some reason progress on the work item has had to be halted – this may be because we are waiting information from another resource, or it is scheduled to be followed up on at a certain date.

• Resolve - Select this option as part of completion of activity on the work item. • Closed – after an item has been resolved and has passed the feedback window where it could have been reopened the item will change to ‘Closed’

New status – ‘To Do’

At the same time as standardising the states for Ticket, Case & Action we’ve listened to your feedback and have added in a new status of ‘To Do’.

Once a work item has been submitted into Enate it will 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 work item 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 an item in error, or if you 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.

Using ‘Wait’

If you’re working on a Ticket, Case or Action 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 instead.

Scheduling an Email

You can schedule the date and time of when an email will be sent by selecting the Schedule Send option.

The scheduled email will appear in the Comms and Timeline tabs, along with who scheduled it and when it has been scheduled for. You are also able to send a scheduled email immediately from the Comms and Timeline tabs.

The Outbox Page

Emails that you have scheduled to send for a later date will appear in the Outbox Page.

You can access the Outbox Page from the navigation link. The total number of emails in your Outbox will also be shown in the navigation link.

The Outbox Page is where you can find emails belonging to yourself or to your team that are scheduled be to sent at a later date, or have failed to send.

You can select how many emails will be shown from the option on the right.

Outbox Grid Views

The first time a Team Leader logs in, they will land on the 'My Team Emails' view. The first time a Team Member logs in, they will land on the 'My Emails' view. You are able to change your view of the outbox page to show just your outbox emails, your team's, the system's or all outbox emails. This will be saved when you log out and log back in.

Selecting 'My Emails' lets you see emails sent by you that are in your outbox.

'My Team Emails' shows you emails sent by your team that are in the outbox, as well as emails relating to work items that your team members are working on that are in the outbox.

Selecting 'System Emails' lets you see emails that are sent automatically by the system e.g. because a Ticket has been split or merged.

'All' lets you see emails sent by you, your team, as well as emails from outside of your team for which you have access (this can be configured in Builder, see here for more information).

Retry and Cancel Options

You are able to manually retry sending an email by clicking on the Retry icon. The email will now be in a state of 'Pending Retry', see here for more information on Send Statuses in the Outbox Page.

You can also Retry sending an email on the Timeline.

You are also able to cancel sending an email by clicking on the Cancel icon. This will remove the email from the Outbox.

You are also able to retry or cancel sending emails in bulk.

Email Popup

Double clicking on an email will open the email's details in a popup in read only form. You can see who the email is from, who it is to, etc. You are also able to retry and cancel sending the email from the popup.

Adjusting Grid Columns

You can adjust the grid columns by clicking on the settings cog. These will be saved when you log out and log back in. The 'To' and 'Subject' columns are mandatory.

• Email Connector - the name of the email connector through which your system sends emails. This is configured in Builder, see here for more information.

• Importance - the importance setting of the email i.e. high, normal, low.

• System Generated - if the email was automatically generated by the system (e.g. to notify a user when a Ticket has been split).

• Last Attempt To Send - when the last attempt to send the email was (automatically by the system or manually by a user)

• Last Send Failure Message - a message displaying the reason why the last attempt to send the email failure e.g. The Email connector is disabled. Please enable it and try again.

• Logged - the date and time recorded when the email first failed to send.

• Next Attempt To Send - when the system will next try to send the email

• Packet - the work item reference that the email is from. Clicking on this will take you to the work item screen.

• Packet Type - if the email is related to a Ticket, Case or Action

• Send Retry Count - this will show the number of times the system has tried to send the email. You can set this number in Builder, see here for more information.

• Send Status - this shows what status emails in the outbox are in in terms of sending. There are 4 states:

  • Failed - an email with this Send Status has failed to send. In order to send it, it must be manually 'retried'.

  • Connector Disabled - if an email has this Send Status, it means that the Email Connector has been disabled in Builder. Click here for more information about how to switch it on.

  • Pending Retry - an email with this Send Status is

  • Queue - an email with this Send Status is already scheduled to be sent. Emails send when an Undo Send option has been set will have this status too (see here for more information about the Undo Send option). When these emails will be sent depends on the Automated Failure Retry Pattern option which is set in Builder, see here for more information.

• Attachment Count - how many (if any) files are attached to the email

Undo Send Option

The Undo Send setting lets you add a time delay to when your emails will be sent, giving you the opportunity to cancel sending an email, or reviewing an email before it gets sent.

When an Undo Send time is set, a popup will appear allowing you to cancel sending the email.

Additionally, when an Undo Send time is set, you will have the option of sending an email 'Now' in the Timeline which overrides the time delay from the Undo Send configuration and you will also have the option to cancel sending the email altogether.

When an Undo Send time is set, emails will be shown in the Outbox page with a Send Status of Queue.

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

Once a Ticket 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 Ticket 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 a Ticket back to 'To Do'

If you’ve picked up a Ticket 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.

Using 'Wait'

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

• Wait for more information

• Wait until (wait until a specified date & time)

Wait for more information

Upon confirming the 'Wait for more information' status, the Ticket 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 an incoming mail is received or the 'number of days to wait' is reached without any response, the Ticket will move back from your Owned Work list into your Inbox, highlighted for you to progress.

Alternatively, if you have set the ‘Close if no response received’ to On, then upon reaching the number of days to wait if there has been no response received from the client, the Ticket will automatically close.

Wait until a specified date

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

Upon confirming the 'Wait Until' status, the Ticket 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 Ticket will move back from your Owned Work list into your Inbox, highlighted for you to progress.

Set back to ‘In Progress’

Re-select this option if you wish to take the Action off 'Wait'.

Resolving a Ticket

You signify completing a Ticket by marking it as Resolved.

In addition to marking the Ticket as resolved you can specify the 'Resolution Method', with the following options:

• Communication with service recipient

• No customer response

• Rejected

• Rejected as Spam

When you select to resolve a Ticket, if it has been configured this way in your system (see here for more information), you must either:

• Send a resolution email

or

• Add an internal resolution note

If you mark the Ticket as resolved and have not done either of these, the system will bring up a reminder message:

If you then choose to send a resolution email, the system will show this with a green tick in the email or note:

You will then be able to mark the Ticket as resolved.

If you have already added a resolution

If you have just added a note or sent an email before marking as ‘resolved’, the system will automatically mark this accordingly, and will not ask you to add a further resolution confirmation.

Subsequent Resolution Note / Email display in timeline.

For resolved Tickets, you will be able to see the note / email which was tagged as the resolution highlighted in green with tick marker:

Quick Resolution

For quick resolution, you can also send your resolving email and mark the Ticket as resolved in a single click. Just click the ‘Send and Resolve’ button at the foot of the email you are sending.

After a Ticket has been resolved 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 Ticket 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 Ticket will move to a state of fully 'Closed'. Any subsequent mails received will launch a brand new work item.

Ticket Statuses Old vs New

We've added a huge number of features to Work Manager and Builder in v2021.1 of Enate to give all our users a big boost in speed and usability. Check out the individual section on each to see all the enhancements we've made, or take a look at our quick overview videos for a taster.

We've also added Webhooks so your other systems can get real-time updates triggered by activity in Enate, as well as adding to our APIs.

We've also implemented this new fully online environment for our Help information, with more and more explainer information appearing over the coming weeks and months. Check out this quick overview section or go to the full Enate Help area for a more immersive view.

Work Manager

We've made a number of changes to improve usability and speed of implementation of Work Manager. Here's a video overview of the main changes we've made here:

New Statuses

We've also simplified the statuses that a work item can go through to make processing work items simpler and easier. Watch the video below to find out more:

New Scheduling Emails Functionality and Outbox Page

We've also adding new functionality for scheduling emails which works alongside the new Outbox page. Watch the following video for a quick overview:

Click here for more information about the New Scheduling Emails Functionality and Outbox Page.

You can also check out the more comprehensive Work Manager Help section which contains explainers for all of Work Manager's features.

Builder

We've made a number of changes to improve usability and speed of implementation. The Builder app framework has been re-architected to better support scalability and performance - this helps us respond to your business needs faster. At the same time we've updated our feature set based on your feedback, improving the look and feel and streamlining how you can work with your business processes.

Here's a video overview of the main changes we've made to Builder:

You can also check out the more comprehensive Builder Help section which contains explainers for all of Builder's features.

Grid Icons

In addition to the State icons displaying in your work item grids, additional icons can be seen to help give you high-level information about the Ticket, Case or Actions.

These icons also appear when you search for a work item in Quickfind.

They denote the following information:

Multiple Filters

You can apply multiple filters to all the standard and custom data columns on the grid except for Due Date by clicking on the icon next to the desired column title.

You can also apply multiple filters to all the standard and custom data columns on your bot farm grid. The applied filters will remain when switching back to My Team Inbox.

In addition to being able to be applied in Live Mode, multiple filters can be applied to all the standard and custom data columns in Test Mode, irrespective of the User type- so irrespective of whether you are a Team Leader, Team Manager, or whether or not you have access to Builder.

Copy/Paste into Excel

You can copy and paste information from the Home page grid into an Excel spreadsheet by selecting the information you want to copy and using Ctrl C and Ctrl V.

The information that is copied and pasted includes any applied filters. The column titles will automatically be copied and pasted as well.

You are also able to to copy and paste all of the information in the grid by using Ctrl-A.

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'

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.

Case Statuses Old vs New

The Contact Management Page is where you can view and manage all of your external contacts in one place.

You can access the Contact Management page from the Navigation link. Your contacts and their information will be displayed in a table.

Adding, Editing and Deleting Contacts

You can create new external contacts in three ways:

1) By clicking on the '+' icon in the Contact Management screen

2) From Quickfind:

3) Bulk import from Excel. You can also import a list of contacts from an Excel spreadsheet and a template is provided. It is mandatory to fill in the email address when importing Contacts from an Excel template. If you don't specify a company, the contact will automatically be set to global.

To edit a contact, double click on the contact to bring up the Edit Contact popup.

You are also able to bulk edit the company, time zone, office location, preferred language of your contacts by selecting on the contact's tick box and the edit button will appear.

To delete a contact, click on the contact's tick box and the delete button will appear. You are able to delete multiple contacts at once.

Company Name - External Contact Scoping

Depending upon how it has been configured in Builder, you will have various options when assigning a company to an external contact:

• All Companies/Global

  • Setting the company to this means that external contact can create and access work items for all companies.

  • It also means that work manager users are able to search for other all external contacts on a work item.

• A particular company (local)

  • Setting the contact scope to a particular company means that external contact will only be able to create and access work items for that particular company that the external contact has been associated to.

  • Users will also only be able to add a Contact to a Packet API if the Contact is in the same Company (or is in an umbrella Company).

Configuring Grid Settings

You can choose which columns to see by by clicking on the cog icon and selecting from your list of Standard Columns.

You can sort the table by alphabetical order for a column by clicking on that column's title.

You can go back to the original selection of columns by clicking 'Revert to Defaults'.

Saving Your Views

You can save your preferred views by clicking 'Save', and then 'Save as new setting'.

You can access your saved searched by clicking on the Saved settings link. Here you can also delete and rename your saved Views. You can use the free-text search function to search for your views. There is no limit to the number of Views that you can save. You are able to copy the name of your saved search by clicking on the copy button on the tab:

Copy/Paste into Excel

You can copy and paste information from the Views grid into an Excel spreadsheet by selecting the information you want to copy and using Ctrl C and Ctrl V. The information that is copied and pasted includes any applied filters. The column titles will automatically be copied and pasted as well.

You are also able to to copy and paste all of the information from the Views grid by using Ctrl-A.

Peer Review-type Actions involve two parts: the first part is the "doing" of the Action by one user, the second part involves reviewing if the Action was completed correctly - this review is done by a different user.

The Action will first appear in a state of 'To Do'. The timeline will show that the Action is not in a state of peer review:

Once the Action has been completed and marked as 'Resolved' by the user "doing" the Action, the Action is then assigned to a different user to review and gets set back into a state of 'To Do'. It will now been shown as being 'In peer review' on the timeline:

The reviewing user can then decide whether the original user has done the activity correctly by selecting 'Yes' or 'No' from the dropdown in their checklist. They can also add a note.

When performing a peer review on a work item, users are able to edit the data within the Action. This allows the reviewer to make some data changes as part of their review activity.

The reviewer can then mark the Action as 'Resolved' and decide whether the Action has passed the peer review, has failed it, or if the peer reviewer was unable to review the Action:

Pass - Selecting 'Pass' will close the Action. You can add a comment, but it is not mandatory.

Fail - If you select 'Fail', it is mandatory to enter a comment. When you click resolve, the Action will go back to the first user in a state of To Do with the comment included. When the first user next resolves the Action, it will go back to the peer reviewer in a state of 'To Do'.

Unable to complete - Selecting 'Unable to complete' will close the Action.

Send Email Actions involve the user sending out an email. Send Email and Wait Actions involve the user sending an email and waiting for a response.

Please note that if an invalid To, CC or BCC email address is used, the system generated email for the Send Email/Send Email and Wait Action will fail to send. In order to correct this, the user will need to correct the email address and add the email body manually. They should also contact their system administrator to alert them about the issue so that they can correct the email address to prevent future email failure.

Send Email and Send Email and Wait Action emails will appear as 'Cancelled' in the timeline when a user cancels it (it can be cancelled from the timeline and from the outbox), or if no contact has been set.

Enate is able to provide integration with ABBYY FlexiCapture - this is achieved through use of an ABBYY FlexiCapture integrated Action (see the here for guidance on how to create and configure this new Action type).

When an ABBYY Action runs for a Case, documents attached to the Case can be submitted to ABBYY FlexiCapture for OCR Scanning and the processed output files will be returned and automatically attached to the Case.

The system will show this message while it is waiting for you to submit document(s) to the ABBYY FlexiCapture engine for processing:

You’ll see confirmation of when documents have successfully been submitted to ABBYY for processing:

Last attempt is the time when the document(s) have been submitted to the ABBYY FlexiCapture engine for processing.

If the documents submitted were of an invalid file format or if there were problems with the formatting of the document itself, the system will return this message:

Automatic Retries

If there has been an issue with document submission, the system will automatically retry submitting a certain number of times, depending on how your system has been configured in Builder (see here for more information).

If there is still a problem with submission following the automatic retries (e.g. if the retry setting is set to 5 and the system fails to establish a connection following 5 automatic retries), the ABBYY Action will move to a state of 'Closed'.

Validation

After having scanned a document, ABBYY creates a score based on how confident it is in the quality of the scan. If the confidence score is above the threshold defined then no verification is required and it will process the data and complete the task. If the confidence score is below a certain threshold, human verification is required.

No Verification Required

A status message will confirm that human validation is not required:

Once processing is complete, the ABBYY Action will close. Exported files will be attached to the Case and are visible in the Files Card.

Human Verification Required

The system will alert you if human verification is required:

Additionally, a reminder text will display in next to the Action status to reaffirm that manual verification must be completed in ABBYY before continuing.

Clicking on the ‘Verify’ button will take you to the ABBYY Verification Station where you can verify the scans of the documents and adjust information as necessary.

Once you are logged in, you will be presented with ABBY FlexiCapture’s Verification Station screen where you can review and adjust information as necessary.

The Verification Station is made up of three sections:

1. The individual pages of the document to be scanned.

2. A close up of the original document to be scanned.

3. The Extracted Output - so the scanned version of the original document.

Text highlighted in yellow in the original document tab is the data ABBYY is unable to read. This is highlighted in red in the Extracted Output.

Certain characters like ‘i’ may also been highlighted Extracted Output section if ABBYY is uncertain about the scanned copy.

Once you’ve finished the manual verification, the screen will confirm this has been done but will note that there was an expectation which required manual intervention:‌

‌Once processing is complete, exported files will be attached to the Case and are visible in the Files Card.

You can then mark the Action as complete.

Once a Sub-Case has been launched (either manually or through a 'Start Case' Action), a ‘Wait for Sub-Cases to Complete’ Action will move into a state of 'Waiting' for all currently running Sub-Cases within a Case to reach completion before allowing the Case to complete.

Once the Sub-Case is completed, the 'Wait for Sub-Cases to Complete' Action will close automatically.

If a Sub-Case has not been launched but a ‘Wait for Sub-Cases to Complete’ Action HAS been launched, the ‘Wait for Sub-Cases to Complete’ Action will enter a 'To Do' state and be assigned to a Queue.

If the Action is not in 'Wait for Sub-Cases to Complete' state and the Sub-Case for which it is waiting has been completed, a message will appear as 'Sub-Case is completed in the Info Card.

If the Sub-Case is not yet launched and if you try to set the Action to 'Waiting for Sub-Case to Complete', the Action will close as there is no Sub-Case launched.

If you try to manually Resolve a ‘Wait for Sub-Case to Complete’ Action, the system will inform you that the main Case will no longer wait for Sub-Case completion before it completes itself.

An Action in Enate will begin 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 an Action 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 'In Progress' until it’s resolved – assuming e.g. no waiting for further information.

Setting an Item back to 'To Do'

If you’ve picked up an Action 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.

Using 'Wait'

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

• Wait for more information

• Follow Up (wait until a specified date & time).

Wait for more information

Upon confirming the 'Wait for more information' status, the Action 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 an incoming mail is received, the Action 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 work item, select the 'Follow Up' option and specify the desired Date and Time.

Upon confirming the 'Wait until Follow Up' status, the Action 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 Action will move back from your Owned Work list into your Inbox, highlighted for you to progress.

Resolving a work Item

You signify completing the Action by marking it as Resolved.

Along with this there are two options to specify how the Action was resolved:

• Complete

• Unable to complete

Unable to Complete

Set this option if you cannot complete the required activity. Once you have confirmed this option, the Action will be closed and cannot be re-opened. The Case Owner will be notified of this and be asked to take the necessary steps to resolve at Case level. This may involve starting another copy of the Action, reworking the Case from a previous step, or moving on.

Enter the reason you are unable to complete the Action and hit the ‘can’t Complete’ button to confirm. The tab will close.

Resolved to Closed

After the Action has been resolved, it will move to a state of 'Closed'.

Any subsequent mails received will launch a brand new work item. Once you have selected this, the Action will be closed and cannot be re-opened.

Action Statuses Old vs New

New Information Icon

The Information icon will will be highlighted when new information has come in for the work item that hasn't been read yet. Clicking on it shows you when the new information was received.

You can choose to mark the information as read which will set the Information icon back to normal. You can also mark the information as unread by clicking on the 'Mark as New' option.

Copy Button

We have added a Copy Button to make it easier for you to copy important information:

You are able to copy the name of your saved search by clicking on the copy button on the tab:

You are able to copy the User's name by clicking on the copy button on the tab:

You are also able to copy the work item reference and number by clicking on the copy icon in the tab:

Starting a Sub Case / Independent Case from an Existing Case

If you wish to start a new independent Case or a Sub Case from an existing Case, select the ‘Start Case’ tab.

In the resulting pane, choose a Contract, Service and Case type to launch (these will default in values if there is only one option to choose). Enter a short description for the Case.

Switching the ‘Independent’ slider to On creates an Independent Case rather than a Sub Case. See below for more details about the differences between the two.

When you switch the ‘Independent’ slider to On, you are able to choose which data to copy from the original Case to the new Case. You have the options to copy the following groups of data across:

• Contacts (and tags), Defects, Files (and tags) and Custom Data

• Communications - Emails (including email attachments) and Notes

Hit ‘Start Case' to complete.

If Independent is selected then a new independent Case will open in a new tab in a state of 'Draft'. Here you are still able to adjust the data and once you are happy with the data, you can click 'Submit'.

If Independent is not selected, a new Sub Case will open in the same tab in a state of 'To Do' and all of the data from the parent Case will be shared to the new Sub Case. Additionally, if you update the data in a parent Case, this will also update the data in its Sub Case and vice versa.

Override Due Date Option

Start Case from the Ticket Screen:

Start Case from the Case Screen:

Similar to other action archetypes, 'Trigger External API' actions can be used in Case processes, and are used for when you need to automatically call out to another system, passing data to it and potentially getting the external system to pass updated custom data back into Enate.

For information on how to configure 'Trigger External API' Actions check out this Builder section.

Sometimes there can be a delay when waiting for the external system to respond. When that happens, i.e. when the ‘Trigger External API’ Action is waiting for information to come back from an external system, the Action info card will display in Work Manager as being in a state of 'Waiting'.

When the external system ultimately responds to Enate with the data update, it will be with a marker to say whether it has been successful OR unsuccessful:

Response with Successful Completion

• If the system is responding to say it has been successful, the Action will automatically move to a state of 'Closed', with a Resolution Method of 'Done Successfully'.

Response with Unsuccessful Completion

• If the system is responding to say it has been unsuccessful, the Action move into a state of 'To Do', with a reason of 'Updated by Integration'. The external API can also respond with additional information regarding why it was unsuccessful. This information will display in the Info card of the Action in the 'Rejected Reason' section.

• If the Action isn't successful because it did not complete within the time set for it (configured in Builder), then it will moved to a state of 'To Do' with a reason of 'Timeout' and it will allocate to a Queue / human user based on the configured allocation rules.

Such unsuccessful Actions will now effectively behave as a standard manual action.

Automatic Retries

If the Action is not able to connect to the external system, it will automatically retry connecting for a certain number of times, depending on how your system has been configured in Builder (see here for more information). You will also be shown an error message bar on the Action showing:

• when the error occurred

• when the system will retry establishing a connection automatically

• how many times the system has automatically retried establishing a connection, and

• how many times the system will automatically retry establishing a connection.

You are able to manually retry establishing a connection from here too, by clicking the 'Retry' link in the error message.

If the Action fails to establish a connection following the automatic retries (e.g. if the retry setting is set to 5 and the system fails to establish a connection following 5 automatic retries), it will move to a state of 'Closed' with a resolution method of 'Not Done Successfully'.

When the Action receives the required information, it will close automatically.

Adjusting the retry settings in Builder during / after retries have begun

If the automatic retry setting in Builder is changed after the system has automatically retried establishing a connection with an external system, the following will occur:

If, for example, the retry setting was originally set to 5 and the system automatically retried establishing a connection 5 times but failed, the Action will have moved to a state of Closed with an error message showing a retry count of 5/5.

If the retry setting then gets subsequently increased to anything above 5, for example 7, the error message will display a retry count of 5/7, but the system will NOT automatically retry establishing a connection for a 6th and 7th time as the Action is already closed.

However, if the Action had not yet moved to a state of Closed because it had not yet reached the maximum number of automatic retries (e.g. it had only retried 4 times out of the 5), then increasing the retry setting to 7 means that the Action will automatically retry establishing connecting until the count has reached 7.

Conversely, if you reduce the retry setting after retries have started, e.g. you're on retry 4 of 10 but then reduce the max down to 4, the system will still display 4 of 10 but will in fact be closed.

New Look and Feel

Each Step shows you the total number of Action Processes that are configured for that Step.

Adjustment to Case Settings layout

We've adjusted the layout of the Case level settings into three columns of grouped criteria: General info; Smart Card settings (including a visualisation of what effect your card choices will have in Work Manager; and Email address settings.

Cut / Copy / Paste of Actions in the flow

Selecting an Action in the flow will give you a number of options wihch now includes the ability to Cut / Copy / Paste them throughout the flow. When moving / copying an action which is mid-flow,

Cut/copied Actions will be highlighted with blue dotted borders in the Flow Diagram, along with any root Actions, until they have been pasted.

Visibility of Retired Case Process versions

In addition to being able to see Live version of the Case process and the currently in progress changes being made, you can now select to see any previous, now retired versions of the Case by selecting from the toolbar dropdown:

If during processing of a Ticket query it becomes apparent that the request is better handled via a specific Case, you can support this by choosing to convert the Ticket into a Case.

Click on the ‘Convert to Case’ tab within the Ticket. Select the Contract, Service and Case type you wish to launch.

If your system has be configured to allow you to override the due date upon Case creation, you can select a new due date here.

If your system has be configured to set a schedule for a new Case upon creation in work manager, you can select a schedule here.

You can choose to keep each separate Ticket with you by selecting 'Keep with me' in the settings card and you can choose to send an email to the primary contact for the Ticket informing them that the Ticket has been turned into a Case by unselecting the 'Disable Automated Emails' option.

Confirm the Ticket promotion up to a Case by clicking the button in the Info card:

You will see a confirmation messages informing you that the Ticket will be closed and replaced by a Case (with the same reference number, but a ‘-C’ ending).

The original Ticket does not form any further part of service delivery and will now be in a state of Waiting with a Resolution method of Case Launched with a link to that Case.

The original Ticket will move to a state of Closed when the Case that has been launched is Closed.

The new Case launched will be in a state of To Do.

New Look and Feel

The overall look and feel of the Ticket Configuration screen has been updated.

Enhanced Ticket Categories Menu

Clicking on the + icon in the toolbar will display the Ticket Categories menu. We've enhanced the interactions for populating this menu and selecting values from it.

Improved visibility

You can now expand to view multiple levels of ticket category at one time.

At any point you can add further category values into the list.

Improved selection

You can easily select multiple categories to add into your ticket from the menu.

Changes to Ticket Categories grid

View all attributes for a category at one time

The ticket category grid has been enhanced so that on clicking the 'category' cell, you will be able to view & edit ALL settings for that category in one place

Additionaly, if you wish to repace the category but retain these settings, you can easily switch out the selected category for another.

Updated Settings popups

Seleting the individual cells to view e.g. Due Date settings continues as a feature, with an adjusted layout for the popups:

The attributes which can be set here remain as before, but an additional tab now exists to show you which other Tickets, Cases & Actions use this same rule.

Ticket Feedback setting

The feedback setting has been removed from the ticket instances configuration grid and now resides as a checkbox in the ticket template screen under the Service Line.

In the ticket category rows you can specific the number of days to keep the ticket open for (i.e. the window of opportunity that the service recipient has for responding to the ticket and so re-opening it, before it is closed completely).

We've added a new page where you can see and maintain all of the Service Line level data for each of your Service Lines in one location.

You can access this area by clicking on the Service Lines link in the Toolbar.

You can view all of your service lines by clicking on the drop-down menu. You can also add new Service lines in the same location.

Selecting a service line will show you the number of Cases, Actions and Tickets associated with that service line. The search bar allows you to search through the Cases, Action and Ticket processes associated with that service line.

Clicking on a particular Case, Action or Ticket associated with a service line will bring up the master date information for that Case, Action or Ticket in the right-hand side of the screen a to view / edit this information.

Creating a New Service Line

You can create a new service line by clicking on the '+' icon next to the dropdown menu.

Once you save your service line, it will appear in the drop-down list.

Creating Defect Categories

You are also able to create defect categories as part of the service line by clicking on the 'Show Advanced Settings' button. Defect categories are supported in three levels.

Accessing Ticket Categories from Service Line

In addition to being able to define your global menu of Ticket Categories within the individual Ticket configuration screens, you can also maintain it under the Service Line. access via the 'Open Ticket Categories' link and edit your Categories menu there.

Editing a Service Line

You can edit an existing service line by selecting that service line from the drop-down menu, making changes as desired and hitting 'Save'.

You can see what edits have been made to the Service Line and when, as well as when the Service Line was created, by clicking on the Show Activity button.

You are also able to clone a service line by clicking on the Clone button in the edit screen. This will clone all of the service line's settings apart from its name. You are able to make changes to any of the settings once the service line has been cloned.

You are now able to use multiple Cases for a Single Frequency-based Trigger.

You are able to create new types of Tickets and Actions within a Service Line itself by clicking on the '+' icon next to the search bar and selecting 'Ticket'.

Creating a new type of Ticket

When creating a Ticket, you can enter the following information:

Subsequent Editing of the Ticket Type

To edit a Ticket type’s settings, click on the Case / Action / Ticket in the Service Lines Screen and edit the information in the right hand side of the screen. Click to save these changes.

You are also able to see the activity history of your work items , by clicking on the Show Activity button. You can see when the work item was created and by who, as well as if any edits have been made to the work item, when they were made, as well as by who.

You are also able to clone a Ticket type by clicking on the Clone button in the edit screen. This will clone all of the Ticket type's settings and data apart from its name. You are able to make changes to any of the settings and data once the Ticket type has been cloned.

We've updated the look and feel of the whole Builder area, and made some changes to help deal with he display of large volumes of data.

New 'Key' for showing status

The different statuses a Ticket or Case process can be in remain the same, but we've adjusted the way these are displayed. A key on the page explains the various icons and their meanings.

Updated label display

Customer, Contract & Service names are now displayed in a single cell of your service matrix to help save on screen space..

Create new data in one place

There's now a handy location where you can create new Customer, Contract and Service data, as well as new Cases and Tickets.

Creating Cases and Tickets from the Service Matrix

Click to add a Case or Ticket and then fill out the required information in the resulting popup.

A new column will then be added to the Service Matrix.

The new Case/Ticket will also be added to the Service Line:

Editing existing data

Clicking the '...' on an existing row will give you access to Edit any of the Customer, Contract & Service data - including deleting and adding new items.

Edit any of your Customer, Contract, Service data at one time.

Delete any of your data at one time.

Grouping of Tickets & Cases

By setting the 'group' against a Ticket template or a Case template (done in the Service Line section), data can be displayed in the Service Matrix in tabbed groups, allowing or easier switching between processes in different areas underneath a service

Filtering / Searching

You can add multiple Customers, Contracts and/or Services into your search filters.

Your applied filters will be saved when you return to the Service Matrix Screen from other sections in Builder, and also after you logout and log back in.

Your applied Customer and Contract filters will be saved when you switch between Service Lines in the Service Matrix, but the Service filter will be removed.

Last selected Service Line remembered

The Service Matrix view in Builder remembers the last selected Service Line. Your last selected service line will be saved when you return to the Service Matrix Screen from other sections in Builder, and also after you logout and log back in.

Creating a new type of Case

You are able to create new types of Cases within a Service Line itself by clicking on the '+' icon next to the search bar and selecting 'Case'.

When creating a new type of Case, you can enter the following information:

Configuring Steps for a Case Type

You can add, edit and delete the steps of a Case type from the Service Lines page. You can easily reorder the steps by dragging and dropping them. The Milestone % is optional, it denotes the progress reached when this step is completed and it displays in the Case form status tracker control.

When you delete a step, any Actions that were underneath that step will now display as ad hoc Actions. When a step is reordered, the Actions underneath that step will move with the step.

Effect on Live Case Processes

If you make changes to the steps of a Case type, live versions of Case processes of that Case type will not be affected. They will run as previously configured and the step changes won't apply until a new version of the Case process with the updated steps has been set live.

Updating a Case Process to Match Updated Steps

You will be notified in the Case process screen if its steps are out of date i.e. if changes have been made at a Case type-level when you are in edit mode.

You can click on the Refresh Steps icon in the header of the Case screen to refresh the steps to the latest version.

When you click to confirm, you will be shown which changes have been made:

Click OK to update the steps to match the steps configured at a Case-type level; new steps will be added to the Case process, steps in the Case process will be renamed, steps in the Case process will be moved along with the Actions underneath them and steps will be deleted and their Actions will become ad hoc Actions.

Effect on Cloning Case Processes

You can clone any Case process which is live under the same service line and all data such as Actions etc. will be cloned, except for schedules.

If the Case you are cloning has the same Case type, then the step names and Actions will all be copied across.

If the Case you are cloning has a different Case type, then the step names will not be copied across, instead they will appear like this:

Actions will be cloned across in their original positions i.e. Actions under the first step of the process being cloned will be the Actions under the first step of the Case process they have been cloned to. If there are more steps in the source process being cloned than in the Case it is being cloned to, the Actions under the "extra" step will become ad hoc Actions.

To update the steps in the Case to the latest version of its own Case type, click to refresh the steps in edit mode.

This will update the steps to the latest version in the Case type. If a step has been removed, any Actions that were underneath that step will now display as ad hoc Actions.

Subsequent Editing of a Case Type

To edit a Case type’s settings, click on the Case in the Service Lines Screen and edit the information in the right hand side of the screen. Click to save these changes.

You are also able to see the activity history of your work items , by clicking on the Show Activity button. You can see when the work item was created and by who, as well as if any edits have been made to the work item, when they were made, as well as by who.

You are also able to clone a Case type by clicking on the Clone button in the edit screen. This will clone all of the Case type's settings and data apart from its name. You are able to make changes to any of the settings and data once the Case type has been cloned.

The system-wide ‘Show deleted items’ button lets you view your deleted objects. This can be found in your User dropdown:

Enabling this option will perform a browser refresh. It is disabled by default so once you log out and log back in, the option will be set back to disabled.

Service Line

If the ‘Show deleted items’ option is enabled, deleted Services Lines will be greyed out in the Service Line drop down list. Deleted Service Lines won't show as options to select in the Service Matrix dropdown.

Deleted Cases, Actions and Tickets will also be greyed out under the Process Search. Details in a deleted Case, Action and Ticket can be viewed but they cannot be edited. You cannot add a new type of work item to a Service Line that has been deleted.

Service Matrix

If the ‘Show deleted items’ option is enabled, deleted Case and Ticket type columns will be greyed out in Service Matrix.

The processes in the Service Matrix that contain deleted versions will be marked with this icon.

If a customer, contract or service has been deleted, then the entire row will be greyed out in the Service Matrix. When a customer, contract or service is deleted it retires the associated services and processes. You can open the process to view its details, but these cannot be edited.

Creating Work Items

• Deleted Cases or Tickets will not be included in the clone process pop-out.

• Deleted Actions will not be listed when creating new Cases or editing existing ones.

• Deleted due dates will not be listed in the drop down when creating new Cases, Ticket, and Actions.

• Deleted allocation flavours will not be listed in the drop down when creating new Cases, Ticket, and Actions.

User Management

Service agents and Employees

All deleted service agents, employees will be greyed out in the grid. You are also able to reactivate a retired Service Agent in the system. This will set them as an active user.

Robots

All deleted robots will be greyed out in the grid. You are also able to reactivate a retired robot in the system. This will set them as active. Deleted robots will not be shown when creating/assigning new work items.

Emails

All deleted email connections and templates will be greyed out in the list. You are able to view the deleted card, but these settings cannot be edited. Deleted templates are not shown when creating new Cases, Actions or Tickets.

Calendars

All deleted calendars will be greyed out in the list. Deleted calendars will not be listed when creating users. Deleted Calendars cannot be reactivated.

Custom Data Fields

All deleted custom fields and custom tables will be greyed out in the list. Deleted custom fields will not be listed as available options when creating custom cards. Deleted custom fields and custom tables cannot be reactivated.

Custom Cards

All deleted custom cards will be greyed out in the list. You can view the details of a deleted custom card, but its settings cannot be edited. Deleted custom cards cannot be reactivated.

Schedules

All deleted schedules, schedule structures and trigger will be greyed out in the grid. You can view the details of a deleted schedule, schedule structure and trigger, but its settings cannot be edited. Deleted schedules, schedule structures and triggers cannot be reactivated.

Deleted schedules will not be listed when creating new Cases. Deleted schedule structures will not be listed when creating new schedules.

RPA Connections

All deleted RPA connections will be greyed out in the list. You can view the details of a deleted RPA connections, but its settings cannot be edited. Deleted RPA connections cannot be reactivated.

OCR Connections

All deleted OCR connections will be greyed out in the list. You can view the details of a deleted OCR connections, but its settings cannot be edited. Deleted OCR connections cannot be reactivated.

Work Manager

All the deleted users are greyed out in the contact management page in Work Manager. The user details for deleted/retired can be viewed, but they cannot be edited.

User Groups are, as the name suggest, ways of grouping together a number of users - specifically Service Agent type users. User Groups can be used for setting Permissions for a number service agents at various points in your business hierarchy, i.e. for certain Customers, their Contracts, Services or even down to specific Case & Ticket processes.

There are two routes through which you can maintain which users are in which groups:

1. Create / Edit a User Group

Navigate to the 'User Groups' section of User Management, create a new group and add one or more users into it. Once saved, the User group is ready to use with permissions linking.

2. Edit the user account settings

When creating or editing a User account, you can add them into one or more User Groups via their settings on the Access tab.

You can user Permissions in conjunction with User Groups to control levels of access for your Service Agents to the various parts of your business operations (as represented in the Service Matrix screen - who are your customers, what services are you delivering to them).

For users to have access on work items for a customer they will need to be in at least one user group which is linked at the Customer level. In previous versions of the software this will have been represented by a setting on a customer company stating that all service provider agents had permissions on the customer. This has now been migrated across to using the User Group / Permissions approach.

Please note that all existing permissions will have remained as-is and will have been migrated across from previous access levels. For ongoing maintenance you should use User Groups / Permissions

The steps for this are as follows:

• Create a User Group, populating it with Service Agents

• Link the Service Group to the 'Permissions' setting at various points in the Service Matrix.

See User Groups page for creating & maintain these groups of Agents.

Cloning Processes from Different Service Lines

You are now able to clone processes from different service lines. Processes from a different Case type will be highlighted in grey with a yellow border in the clone popup.

Cloning Objects

You are now also able to easily clone Customers, Contracts, Services, Service Lines, Case Types, Action Types, Ticket Types and Calendars by clicking on the Clone button:

This will clone all of the object's settings apart from its name. You are able to make changes to any of the settings once the object has been cloned.

The 'Show Case Process Linked to Schedule' icon lets you see the list of all the Case processes which are linked to a Schedule. It shows you the Customer, Contract and Service of the Case, as well as what state the Case is in, such as Live, Testing and Draft. If the Schedule is linked with more than one version of a Case, then all versions will be shown in the list.

You are able to filter the list of Cases by Customer, Contract, Service and State.

Clicking on the Case process will take you to the Case screen for that particular Case.

The Linked Processes list will also show retired process versions if the 'Show Deleted Objects' option is switched on.

Creating a new type of Action

You are able to create new types of Actions within a Service Line itself by clicking on the '+' icon next to the search bar and selecting 'Action'.

When creating a new type of Action, you can enter the following information:

Creating a Global Checklist

Global Checklist items are accessed via the Service Lines screen.

These Global Checks are subsequently displayed during 'Local' checklist creation against individual Actions within the Case flow definition screen. See the Checklists on Action section for more information on Local Checklist definition.

Subsequent Editing of an Action Type

To edit an Action type’s settings, click on the Action in the Service Lines Screen and edit the information in the right hand side of the screen. Click to save these changes.

You are also able to see the activity history of your work items , by clicking on the Show Activity button. You can see when the work item was created and by who, as well as if any edits have been made to the work item, when they were made, as well as by who.

You are also able to clone a Action type by clicking on the Clone button in the edit screen. This will clone all of the Action type's settings and data apart from its name. You are able to make changes to any of the settings and data once the Action type has been cloned.

You can add, edit and delete the steps of a Case type from the Service Lines page. You can easily reorder the steps by dragging and dropping them. The Milestone % is optional, it denotes the progress reached when this step is completed and it displays in the Case form status tracker control.

When you delete a step, any Actions that were underneath that step will now display as ad hoc Actions. When a step is reordered, the Actions underneath that step will move with the step.

Effect on Live Case Processes

If you make changes to the steps of a Case type, live versions of Case processes of that Case type will not be affected. They will run as previously configured and the step changes won't apply until a new version of the Case process with the updated steps has been set live.

Updating a Case Process to Match Updated Steps

You will be notified in the Case process screen if its steps are out of date i.e. if changes have been made at a Case type-level when you are in edit mode.

You can click on the Refresh Steps icon in the header of the Case screen to refresh the steps to the latest version.

When you click to confirm, you will be shown which changes have been made:

Click OK to update the steps to match the steps configured at a Case-type level; new steps will be added to the Case process, steps in the Case process will be renamed, steps in the Case process will be moved along with the Actions underneath them and steps will be deleted and their Actions will become ad hoc Actions.

Effect on Cloning Case Processes

You can clone any Case process which is live under the same service line and all data such as Actions etc. will be cloned, except for schedules.

If the Case you are cloning has the same Case type, then the step names and Actions will all be copied across.

If the Case you are cloning has a different Case type, then the step names will not be copied across, instead they will appear like this:

Actions will be cloned across in their original positions i.e. Actions under the first step of the process being cloned will be the Actions under the first step of the Case process they have been cloned to. If there are more steps in the source process being cloned than in the Case it is being cloned to, the Actions under the "extra" step will become ad hoc Actions.

To update the steps in the Case to the latest version of its own Case type, click to refresh the steps in edit mode.

This will update the steps to the latest version in the Case type. If a step has been removed, any Actions that were underneath that step will now display as ad hoc Actions.

If you have upgrade from a preious version of Enate, your existing standard permissions settings will have been migrated across to ensure total continuity of what your Agents have access to. Similarly, User Groups will have been auto-generated as part of the migration, and your Service Agents populated into them, in order to ensure permissions remain consistent.

The 'Show Parent Company' option in General Settings allows you to more easily manage your companies by creating a nested company structure where a parent company can maintain multiple child companies.

A parent company can have multiple child companies, but a child company can only have one parent company. A parent company cannot have its own parent company and a child company cannot be set as a parent company. A deleted parent company will appear as read only in the child company's details and it cannot be changed or deleted. Please note that a company cannot be both a Supplier and a Parent Company.

Additionally, a Work Manager user will be able to start work items for both parent and child companies for a parent company contact; however they will only be to start a work item for a child company for a child company contact.

The Contacts Card in Work Manager for work items running against a parent company will show the contacts of that parent company, but will not show any child company contacts, however work items running against a child company will show the contacts of that child company as well as of the parent company.

You can set permissions at various points in your customer business hierarchy.

Setting for specific Customer's Case or Ticket process

To set permissions for a specific customer's Case or Ticket process, go to the Service Matrix, select the Permissions link and add one or more User Groups in.

Setting Permissions at Customer / Contract / Service Level

Setting User groups with permissions at the other levels in the business hierarchy can easily be done by navigating to the Edit screen at the relevant level.

Once that has been set, only Agents within this User Group has access to work items (creation, editing etc.) within that part of the hierarchy. For example, if you link up at the customer level, that User group has access to all work items under that customer. Conversely if you set down at the case process level, that User group has access to work items within that case process specifically within that customer/contract/service combination.

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.

You can change the scope of your external contacts to either Global, Local or Global and Local:

Global

• Setting the contact scope to Global means that all the external contacts are scoped to Global/All Companies and those contacts can access/create work items of All the Companies.

• Contact Creation in Work Manager : All the contacts created via Quick Find search or contact card in work item and Bulk creation are by default scoped to Global/All Companies.

Local

• Setting the contact scope to Local means that all the external contacts are scoped to a particular company and those contacts can access/create work items of the particular scoped company.

• Contact Creation in Work Manager : All the contacts created via Quick Find search or contact card in work item and Bulk creation provides an option to set the scope of the contact to particular company.

• Search from Contact Card: users in Work Manager will only be able to search for external contacts belonging to companies which the contact has associated to.

• Scope Change in Work Manager : Any locally scoped contact can be changed to a different company when the contact has no active work items associated. If the contact has associated work items the contact should be removed from the work items to change the scope successfully.

Global and Local

• This setting lets you set some external contacts to Local and some to Global. This means that you can assign some external contacts with a company (and therefore users in work manager will only be able to create and work items for these 'local' external contact for the particular company that the external contact is associated with), and you can assign some external contacts as 'Global', so users in work manager will be able to create work items for all companies for these 'Global' external contacts.

• Contact Creation in Work Manager : All the contacts created via Quick Find search or contact card in work item and Bulk creation provides an option to set the scope of the contact to particular company or set the scope to Global/All Companies.

• Search from Contact Card: users in Work Manager will be able to search for all external contacts which are associated to company to which work item is associated and all other global external contacts.

• Scope Change in Work Manager : Any locally scoped contact can be changed to Global and any globally scoped contact cannot be changed to a particular company if the contact has associated to work items of multiple companies, in this case the contact should be removed from the work items of other companies.

We have made it easier to add Ticket categories from the menu.

Select a level 1, then 2, then 3 category from the list of available categories on the left-hand side.

Selecting any Level 1 category will select all of its Level 2 and 3 child categories. Selecting any Level 2 category will select all of its Level 3 child categories, as well as its parent Level 1 category and display. Selecting any Level 3 ticket categories will select its parent Level 1 and 2 categories.

Your selected categories will then be displayed on the right hand side.

Viewing Cases Linked to a Schedule

The 'Show Case Process Linked to Schedule' icon lets you see the list of all the Case processes which are linked to a Schedule. It shows you the Customer, Contract and Service of the Case, as well as what state the Case is in, such as Live, Testing and Draft. If the Schedule is linked with more than one version of a Case, then all versions will be shown in the list.

You are able to filter the list of Cases by Customer, Contract, Service and State.

Clicking on the Case process will take you to the Case screen for that particular Case.

The Linked Processes list will also show retired process versions in the 'Show Deleted Objects' option is switched on.

We've enhanced our help documentation by moving it all online to . Here you'll find everything you need to know about how to make the most out of Enate, with video walk-throughs and more in-depth explanations.

In-Line Explainers

In conjunction with putting all our help online we've started to add more extensive tooltips, guides and videos directly into the system itself to help guide users to our online explainers - This should make onboarding new users easier and let you know about new features when they appear.

We have added a Copy Button to make it easier for you to copy important information:

You can copy the Username of a Robot by clicking on the copy icon.

You can copy the Custom Field safe name by clicking on the copy icon:

In addition to the standard Contact Tags with which you can link a user to a work item (Primary Contact, Subject, CC, Requester), you can also specify further relationship types. Examples might be further options like ‘Broker’ or ‘Referee’.

Click to add a new contact. This will bring up the following popup:

When adding a new Contact the following information can be defined:

We have added the ability to view the activity history of various versioned and unversioned objects in Enate such as for Case Processes, Calendars, Custom Cards, Self-Service Cards, for Case, Action and Ticket types in the Service Lines screen, for Contact Tags, Custom Fields and Custom Tables, Defects, in the Due Date Attributes popup, for Email Connectors and Email Routes, in the Allocation Flavour popup, for Frequency-based Triggers, for Custom Data Localisation translations, for Queues, for RPA Integrations, for Schedules and Schedule Structures, for Services and Companies in the Service Matrix, for Service Lines, for Service Providers, for Ticket Processes and Ticket Categories, for Service Agents, Robots, Employees and User Groups.

You have the ability to see when an object was created and by who, if it has been edited since then and by who, and even when a Calendar was deleted and by who by clicking on the Show Activity button:

Warehouse Database Data Dictionary

2021.1.25.0

2021.1.25.0 is a HotFix release that contains one bug fix, shown in the changelog below, and a small number of additional known issues, shown below. There are no additional breaking changes or API changes for this release.

Change log

The change log for 2021.1.25.0 contains the one bug fix included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.25.0.

Bug Fix

Known Issues

You can find below a list of the current known issues and bugs in 2021.1.24.0. Please report any other issues or bugs you may find to the Enate Helpdesk.

2021.1.24.0

2021.1.24.0 is a HotFix release that contains a small number of bug fixes and enhancements, shown in the changelog below, and a small number of known issues, shown below. There are no additional breaking changes or API changes for this release.

Change log

The change log for 2021.1.24.0 contains the bug fixes and enhancements which were included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.24.0.

Enhancements

Bug Fixes

Known Issues

You can find below a list of the current known issues and bugs in 2021.1.24.0. Please report any other issues or bugs you may find to the Enate Helpdesk.

2021.1.22.0

2021.1.22.0 is a HotFix release that contains two bug fixes, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.

Change log

The change log for 2021.1.22.0 contains the bug fixes which were included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.22.0.

2021.1.21.0

2021.1.21.0 is a HotFix release that contains a bug fix, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.

Change log

The change log for 2021.1.21.0 contains the bug fix which was included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.21.0.

2021.1.20.0

2021.1.20.0 is a HotFix release that contains a number of bug fixes, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.

Change log

The change log for 2021.1.20.0 contains a list of the bug fixes which have been included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.20.0. There are no additional breaking changes, API changes or known issues for this release.

2021.1.19.0

2021.1.19.0 is a HotFix release that contains a number of bug fixes, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.

Change log

The change log for 2021.1.19.0. contains a list of the bug fixes which have been included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.19.0.

2021.1.18.0

2021.1.18.0 is a HotFix release that contains a bug fix, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.

Change log

2021.1.18.0 contains one bug fix, see below for details. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.18.0.

2021.1.17.0

2021.1.17.0 is a HotFix release that contains a bug fix, shown in the changelog below. There are no additional breaking changes, API changes or known issues for this release.

Change log

2021.1.17.0 contains one bug fix, see below for details. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.17.0.

Bug Fixes

2021.1.16.0

2021.1.16.0 is a HotFix release that contains an enhancement and a number of bug fixes.

Change log

The change log for 2021.1.16.0. contains a list of the enhancements and bug fixes which have been included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.16.0.

New features & Enhancements

Bug Fixes

API Changes

The main change between 2021.1.15.0 and 2021.1.16.0 involves the addition of a /PacketCommunication/ChangeUnsentEmailCommunicationSendDate API.

Below is a document with details of all the cumulative API Changes up to 2021.1.16.0, including breaking API changes.

2021.1.15.0

2021.1.15.0 is a HotFix release that contains a number of enhancements and bug fixes.

Change log

The change log for 2021.1.15.0. contains a list of the new features, enhancements and bug fixes which have been included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.15.0.

New features & Enhancements

Bug Fixes

Known Issues

You can find below a list of the current known issues and bugs in 2021.1.15.0. Please report any other issues or bugs you may find to the Enate Helpdesk.

The following known issues/bus were fixed between 2021.1.13.0 and 2021.1.15.0:

Breaking Changes

Below is a copy of the breaking changes document. This contains details for all breaking changes within the Data Warehouse and the Enate APIs. There are no new breaking changes between 2021.1.12.0 and 2021.1.15.0. Please refer to the breaking changes for 2021.1.12.0, a copy is attached here:

API Changes

Below is a document with details of all API Changes in 2021.1.15.0, including breaking API changes.

Data Warehouse

The document below contains the Enate Warehouse Database Data Dictionary for 2021.1.15.0.

2021.1.13.0

2021.1.13.0 is a HotFix release that contains an enhancement and a number of bug fixes.

Change log

The change log for 2021.1.13.0 contains a list of the new features, enhancements and bug fixes which have been included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.13.0.

New features & Enhancements

Bug Fixes

Known Issues

You can find below a list of the current known issues and bugs in 2021.1.13.0. Please report any other issues or bugs you may find to the Enate Helpdesk.

Breaking Changes

There are no new breaking changes in 2021.1.13.0. Please refer to the breaking changes for 2021.1.12.0, a copy is attached here:

API Changes

There are no new API changes in 2021.1.13.0. Please refer to the API changes for 2021.1.12.0, a copy is attached here:

2021.1.12.0

2021.1.12.0 is a HotFix release that contains a number of enhancements and bug fixes.

Change log

The change log for 2021.1.12.0 contains a list of the new features, enhancements and bug fixes which have been included in this release. A downloadable copy of the change log is available below which includes the changes for all of the 2021.1 builds up to 2021.1.12.0.

New features & Enhancements

Bug fixes

Known Issues

You can find below a list of the current known issues and bugs in 2021.1.12.0. Please report any other issues or bugs you may find to the Enate Helpdesk.

Breaking Changes

Below is a copy of the breaking changes document. This contains details for all breaking changes within the Data Warehouse and the Enate APIs.

API Changes

Below is a document with details of all API Changes in 2021.1.12.0, including breaking API changes.

2021.1.10.0 and older

This section contains the cumulative change log for builds 2021.1.10.0, 2021.1.9.0, 2021.1.6.0, 2021.1.1.2021 and 2021.1.1.923. It lists the new features, enhancements and bug fixes which were included in these releases. A downloadable copy of the cumulative change log is available below.

Change log

New features & Enhancements

Bug Fixes

Adding Multiple Supplier Companies

As part of system-level settings you now can define one or more Supplier (Service Provider) companies (this replaces the previous approach where this option was presented in the customer data popup of the Service Matrix page).

Share Enate Analytics Option

This option, found in the General Settings section, helps Enate capture analytics such as user insights, product-related data and trends which will help us to improve our services. Data captured will NOT include any personal identification information.

Adjusting Height of Info Section in the Case Process Screen

You can adjust the height of the Info Section. Your preference will be saved when you switch between Cases and when you next log in.

Saving Service Line

Your last selected service line will be saved when you return to the Service Matrix Screen from other sections in Builder, and also after you logout and log back in.

Peer Review Checklist

The 'Peer Review Checklist' column is where you can configure the checklist for the peer reviewer in a Peer Review Action.

If you do not want a peer review checklist to appear in Work Manager for a peer reviewer in a Peer Review Action, you can do this by leaving the peer review checklist blank in Builder.

Override Due Date Option

If the Allow Override option is set to “Yes” or “On Creation Only” in the Due Date Settings for the Case, then users in Work Manager will be able to override the Due Date of a Case when they start a Case from the Ticket Screen or Case screen.

If the Allow Override option is set to “No” in the Due Date Settings for the Case, then users in Work Manager will not be able to override the Due Date of a Case when they start a Case from the Ticket Screen or Case screen.

Automated Failure Retry Pattern

You can set the number of times the system will automatically retry to send an email by using the slider. This can be set up to a maximum of 10 times.

You will see the time intervals that the system will automatically retry to send the email which increase exponentially with each retry.

Once the system has retried sending an email 10 times, it will no longer retry sending it automatically, but you can still retry sending the email manually, i.e. by clicking the 'Retry' icon.

Miscellaneous changes from previous Beta release

• The history of when a Work Item is in a Queue is now exported to the warehouse for reporting and analysis.

• User Session history is exported to the warehouse for reporting and analysis.

• The members of a Queue are now exported to the warehouse for reporting and analysis.