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

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

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.

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