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.

See the Permissions section for more information on how to use User Groups to set access to parts of your business for Service Agents.

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.

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.

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:

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

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 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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

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.

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.

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:

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.

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:

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: