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We have added new email body formatting options to the email editor screen to help users add richer content when composing emails. These new features include:
a full screen option
ability to pin the email body format toolbar
ability to insert a horizontal line
option to adjust line height
text inline options - ability to increase or decrease the text indent
insert a strike through (also available by highlighting the text and Ctrl + S)
option to add special characters
All these new features are available in the email editor in Work Manager and Builder and are also available in the email signature editor in Work Manager.
When you compose an email (either as an email template in Builder, or any form of new/response/forward email in Work Items in Work Manager) your font settings (i.e. your font style and size) the font type and font size most recently used will be saved as the font for writing content so you don't need to set them again.
These values are saved to the user profile so will persist between Builder and Work Manager usage.
This only pertains to the font at the very top of the email being composed - if user clicks into any pre-existing content further down the mail, the font style and size already in use for that content will be used. See note for further details. As part of this change, inconsistencies in 'new empty lines' for emails has been resolved - when writing a new email, 2 blank lines will always be inserted that the top of the mail.
Note that the font for canned texts and templates will use the font settings when they were created.
The email font style and size being used when a user is composing a mail will depending on whether they are clicking on pre-existing content. The logic for which fonts will be used is as follows, and is impacted by the new auto-insertion of two blank lines at the beginning of every new email:
1st auto-inserted line: uses the user-saved font settings from their most - recent email.
2nd auto-inserted. This is always set as Arial - 10.
Subsequent email content after this may come from: -previous emails in the mail chain
email template content
email signature content font style and size in these sections will come from that already existing content, depending on where user clicks.
We've also made it easier for users to know when they are trying to send an email that exceeds the maximum email size as they will now get a warning message telling them that their email exceeds the maximum size allowed.
Additionally, users will not be able to schedule an email or save an email as a draft if it exceeds the maximum size allowed.
Note that validation of the email size occurs as part of saving the email, not at the sent time. So if a 25MB email has been scheduled and then the maximum email size gets reduced in Builder to 10MB, the scheduled email will still be sent as it conformed to the size allowance configured when it was scheduled.
You can configure the maximum size allowed for emails in the System Settings page of Builder by using the 'Maximum Email Size' feature. It is recommended that you configure the limit to 30% more than what you want your end-users to write as an extra buffer to accommodate encoding etc. e.g. if you want the maximum size to be 100MB, we would recommend setting the limit to 130MB. Note that upon upgrade, the maximum email size will be set to 'No Limit'. Additionally, the size limit will not be applicable to system-generated emails such as Request Acknowledgement emails.
For all type of emails (inbound / outbound / cancelled / failed/ scheduled), there is now a download option available to allow Agent users to download the underlying .eml file. This is available from the various locations in the system where emails can be see, i.e. Work Item Comms & Timeline sections, Email Inbox, Sent Items views.
Please note: If the email you are attempting to download contains an attachment file which has been explicitly manually deleted by an user (for e.g. reasons of data sensitivity), the .eml download option will be disabled for that email - the system will display a message explaining the reason for this disabling when download icon is clicked.
An overview of the new features in v2022.4 of Enate
This latest release has focussed heavily on upgrading your Email capabilities - giving you a number of new features to support an 'Email first' way of working. You've now got dedicated Email Inbox, Sent Items and Outbox views that keep you on top of exactly what communications are coming in & going out, so you can react instantly.
Alongside this v2022.4 brings in a number of new features to help with connecting Work Items together - improving visibility for work items within Related groups (e.g. Cases and their Actions), and making it easier to link various Tickets and Cases together. Check out the main changes in this overview:
A number of new email-related features, plus enhancements to existing email capabilities, have been introduced in this latest release to support an email-centric way of working and managing your activities..
We've also added a number of improvements when it comes to working with connected work items, whether they're in closely related groups of items, or more loosely linked work across different requests and business areas..
In addition to the above features for Email and connected work there are some other useful improvements we think you'll like. Here are a couple of the more important ones..
We've added the ability to send automated emails for Cases. At the moment, the only automated email available to send for cases is a Case creation acknowledgement email.
To enable this, in the Email Route section of Builder set the 'Send Automated Emails' option to ON when configuring or editing an email route for a Case.
As part of this change to support automated Acknowledgement emails being sent out from Cases, the existing 'Ticket Acknowledgement' email template has been modified to also support Case acknowledgements. The following changes have been made to the template as part of this:
The template name and purpose has been changed from 'Ticket Acknowledgement' to 'Request Acknowledgement.
Within the email body content, the term 'Ticket' has been renamed to 'Request' in order to support both Cases and Tickets with the one template.
IMPORTANT NOTE: The above changes to the Ticket Acknowledgement template will NOT be made to your system if you have manually adjusted its content from the original default content (i.e. to contain your bespoke content). However, you should be aware that this template will still be used as the default email template for Case acknowledgements.
Therefore, if you have modified the content of your Ticket Acknowledgement template it is highly recommended that you review the content to ensure this would be appropriate for Cases as well as Tickets, and make adjustments accordingly (e.g. altering the content or creating an equivalent dedicated Case-specific template to use for your Cases.
Additionally a new option has been added in the Case info screen under Email Settings called 'New Case Logged' where you can select the Email Template you want to use to acknowledge that a Case has been created. The system will automatically select the new 'Request Acknowledgement' email template (or the existing 'Ticket acknowledgement' email template if it has been edited). You are able to choose a different template to use. Note that this field cannot be left blank.
Furthermore, note that the new setting 'Send Automated Emails' in the Case Screen in Work Manager needs to be set to on by Service Agents in order for the system to send the automated Case acknowledgement email to the primary contact and CC contact(s) when the Case gets submitted i.e. when it has moved from Draft into a To Do state or further.
Note also that the automated email that will be sent when a Ticket is converted into a Case will still be the 'Ticket Launched Case' email template, not the 'Request acknowledgement' email template.
- You've now got new email views to keep you up to date on the communications arriving into your business and being sent out:
A dedicated showing all incoming emails for your Work Items, your Team's Work Items and work that's in your Queues.
A showing you everything sent out for your Work Items and Team's Work Items (or sent out by you or your team) from the last 90 days.. and beyond if you want.
- You can save draft emails without sending, then return to them to complete and send out.
features - You've got more features available when composing your email content.
- we've added the option to send an Auto-Acknowledgement for Cases now. Note that for this and for the existing Ticket option, this so switch it on if you want auto-emails to be sent out for a work item,
You can now as well as when creating new ones.
in one step from your Homepage
to give clearer awareness of what the work you're doing relates to.
- you can set a default tag value against contact records which auto-populates whenever you add them to a Work Item, so you don't have to.
- links from Quickfind guide you straight to the Views tab to create powerful views of your data, and these are now available direct from within the Navigation links to allow for easier access day-to-day.
You can check out a list of the new Features, Enhancements & Bug Fixes we've included in this release in the following sections. For a more extensive list of changes including API changes, Data Warehouse Changes and any Breaking changes, see the dedicated section.
We've made some significant enhancements to how you can work with emails in Enate by creating a brand new set of Email views - these build on the existing 'Outbox' views to give you a more comprehensive list of all the emails in play for your business area, split out into:
Email Inbox - A view of the emails for all the work items in your Work Inbox, the Work Inboxes of your Team, and unassigned work in the Queues you work out of.
Sent Items - emails from your business area's work items which have been sent out.
Outbox - The existing Outbox view letting you see emails scheduled to go out or those awaiting dispatch from your system's mailbox.
These sections can all be accessed from your Navigation menu (sub-sections of the new 'Emails' link) and will each open in their own dedicated tab.
As part of this feature we have renamed your standard Homepage's Inbox section to 'Work Inbox', just to keep things clear and simple for you when switching between an email-first or work-item focussed view of your and your team's activities.
This shows emails related to in-progress Work Items in your business areas - i.e. the ones you'd see in your Homepage Work Inboxes. There are various filtering options and ways to view different sets of data. Use this view to keep on top of incoming emails for the work items you and your team are dealing with.
In the collapsible folder pane on left-hand side of the Email Inbox, you can see links to various sections of your Email Inbox, divided into:
My Emails - Emails for all work items that are currently in your Work Inbox (that you'd see in your Homepage)
My Team Emails - Emails for all work items that are currently in the Work Inbox of your Team. This link is visible if you are a Team Leader or are able to see your peers and Queues.
Unassigned Emails - Emails for all unassigned work items sitting in Queues you work out of. This link is visible if you are a Team Leader or are able to see your peers and Queues.
The numbers displayed show the number of unread emails in these different folders. There's also links to your Sent Items and your Outbox - all of which open in separate tabs.
You can see a list of all the emails in your inbox as well as Self Service user comments, with the most recent at the top, showing who the email is from, when it was received, the subject of the email, a preview of the first line of the email body and which work item the email relates to. You will also be able to see if the email has any attachments and if the email was sent with high importance.
Unread emails will appear in bold and you can filter to view just your unread emails by clicking on the 'Unread' option.
Note that an email will be marked as read when a user opens an email.
You can filter your inbox by Customer, Contract, Service, Process, Queue, the 'from' email address, whether or not the email has attachments, and by email received date.
If you have access to the 'My Team Emails' view you'll also be able to filter by assigned user.
You can switch between viewing 'My Emails' which are the emails in your own inbox, 'My Team Emails' which will show you the emails in the inbox of your team members, or 'Unassigned Emails' which will show you incoming emails for work items in your Queues which don't have an assignee.
When a new email comes in the 'unread' number will refresh and a mail icon will appear on the refresh button. You just need to click it to refresh your inbox and view the newly arrived emails.
You can mark individual emails as read/unread, but please note that this will NOT affect the new information flag on the work item that the email relates to, so marking an email as read will NOT switch off the new information icon in the work item.
The main section of the Email Inbox view displays the preview panel for whichever email you have selected. You can adjust the size of the email preview panel to suit your needs.
When you click on a email, you will be able to see the full email in the right-hand side of the screen. You can see the subject of the email, who it was sent from, who it was sent to, any CC recipients, a link to the work item that the email relates to, the due date of the work item and the full content of the email.
If you click on reply, reply all, or forward for an email, the system will open a new tab displaying the Work item in question and will take you to the email editor screen to start composing your email.
Further options are also available from the ellipses next to the reply links. These will allow you to go directly to the work item that the email relates to (opening in a new tab), and to print the email directly.
You also have the option to download the underlying .eml file.
Please note: If the email you are attempting to download contains an attachment file which has been explicitly manually deleted by a user (for e.g. reasons of data sensitivity), the .eml download option will be disabled for that email - the system will display a message explaining the reason for this disabling when download icon is clicked.
If an email has any attachments, you can see the name of the attachment, its size and the option to download it. If the email has multiple attachments, you have the additional options of downloading all of the attachments or downloading them all as a ZIP file.
You can also expand the email to full-screen mode, where the preview pane is hidden.
Sent Items shows you all of the emails from your business area's work items that have been sent out.
You can see a preview list of all the emails that have been sent out, with the most recent at the top, showing who the email was sent to, when it was sent, the subject of the email, a preview of the first line of the email body and which work item the email relates to. You will also be able to see if the email has any attachments and if the email was sent with high importance.
You can adjust the size of the email preview panel to suit your needs.
When you click on an email, you will be able to see the full email in the right-hand side of the screen. You can see the subject of the email, who it was sent from, who it was sent to, any CC recipients, a link to the work item that the email relates to, the due date of the work item and the full content of the email.
You can also expand the email to full-screen mode, where the preview pane is hidden.
You can switch between viewing 'My Emails' which are the emails that you have sent and 'My Team Emails' which will show you the emails that members of your team have sent.
You can also reply, reply all, or forward a sent email. When you click on one of these options, the system will open a new tab displaying the work item in question and will take you to the email editor screen to start composing your email.
You can filter your sent emails by Customer, Contract, Service, Process, Queue, who the email was sent to, date range, the status of the work item that the email relates to, whether or not the email has attachments, and whether or not the email was system-generated.
Note that when filtering by date you can only filter for a maximum timespan of 90 days.
If you have access to the 'My Team Emails' view you'll also be able to filter by assigned user and by who the email was sent by.
Further options are also available from the ellipses next to the reply links. These will allow you to go directly to the work item that the email relates to (opening in a new tab), and to print the email directly.
You also have the option to download the underlying .eml file.
Please note: If the email you are attempting to download contains an attachment file which has been explicitly manually deleted by a user (for e.g. reasons of data sensitivity), the .eml download option will be disabled for that email - the system will display a message explaining the reason for this disabling when download icon is clicked.
If an email has any attachments, you can see the name of the attachment, its size and the option to download it. If the email has multiple attachments, you have the additional options of downloading all of the attachments or downloading them all as a ZIP file.
The Outbox has been moved to sit alongside these other email views. As before, this is where you can find emails belonging to yourself or to your team that are scheduled to be sent at a later date, or have failed to send. See here for further information about the Outbox.
We have added an additional setting in a member's user profile (accessible by Team Leaders) which allows Team Leaders to modify their Team Members' ability to work solely on items which are specifically assigned to that user's Queues.
They will still be able to get more work via the 'Pull from Queue' button as per usual (as this approach only ever allocates work to a user from their Queues anyway). However, it will stop work from a different Queue to the user from being manually reassigned to them by one of their peers.
When the setting is off, they are able to work on items assigned to any Queue (with the bounds of the permissions set for them in Builder via their User Group Permissions).
When the setting is switched on, the user will still be able to work on items that are not assigned to a Queue. Additionally, if there are some work items already assigned to the user that are in Queues they're not part of, the user will still be able to continue working on them, but assigning any further work items to them from outside of their Queues will now be blocked. You can unassign these work items from the user manually.
Furthermore, if one of the work items already sitting with the user (but outside of their Queues) enters a state of Waiting or Resolved, it will move to the Team's Owned Work and will be unassigned - and its owner will be cleared. Once that work item is ready to be processed further (e.g. because new information has come in for it), it will NOT be assigned back to the original assignee, since they are no longer part of its Queue; it will instead be assigned according to allocation rules.
In addition to having the ability to create new linked work items from a Case or Ticket, you can also create links between existing Cases and Tickets to allow you to better manage activities being carried out by different teams.
You can create links between existing work items in two ways:
Note that you can only create links between Cases and Tickets and you cannot copy communications, files, defects, links or custom data when creating a link between existing work items.
You can link existing work items from within a work item itself by going to the work item's screen and selecting the '+ Work item' option and then choosing to add an 'Existing item'.
In the resulting pop-up you can search for the Cases and/or Tickets you want to link this work item to.
You link up to a maximum of 50 work items at one time, but there is no limit on the number of work items that can ever be linked.
A link to the new linked Case or Ticket will appear in the Linked Work tab in screen of the work items that have been linked.
You can link existing work items from your Home page by selecting the Cases and Tickets from the Home Page grid (which could be displaying your Work Inbox, Team's Work Inbox, Owned Work or Team's Owned Work) that you want to link together and selecting the 'Link' option that appears at the top of the grid.
The first Case or Ticket that you select will be the work item that all of the subsequent selected work items will be linked to (or the first in your list if you've used the 'Select All' option).
The resulting pop-up will confirm to you the Case / Ticket the items will be linked to, and the specific items themselves, before allowing you to complete the linking confirmation:
You can link up to a maximum of 50 work items at one time, but there is no upper limit on the number of work items that can ever be linked.
If you subsequently go to this main Ticket / Case that everything has been linked to, on its Linked Work tab you'll see ALL of the items you chose to link to it.
However if you're in one of the works items you chose to link to this main Ticket / Case, on that Linked Work tab you'll only see a record of that main Ticket / Case (and not all of the other ones which were linked).
You can unlink work items at any time by going to the Linked Work tab in the work item's screen and selecting the Unlink icon.
We've made a change in Ticket settings which you need to be aware of, relating to the sending out of automated emails. This affects the default behaviour of the Ticket:
Previously the system defaulted to sending out automated emails. If you wanted to stop this on a specific ticket, you would need to set the 'Disable Automated Emails' setting to ON.
Now, the default behaviour has switched - the system will NOT send out automated emails from Tickets as a default. IF YOU DO WISH AUTOMATED EMAILS TO BE SENT OUT FROM A TICKET, YOU WILL NOW NEED TO SET THE (RENAMED) 'SEND AUTOMATED EMAILS' SETTING TO ‘ON’.
This change in behaviour has also been made on the screen used for creating a new linked Ticket.
Additionally, when you now launch a Ticket from the Contact Activity page, the 'Send Automated Emails' option will now be defaulted to off, but you can manually switch it on in the Ticket screen.
This behaviour change has also been applied in the Email section of Builder - when setting up an Email Route, the option controlling sending of Automated Emails has now been changed - default behaviour is to NOT send such automated mails, so if you wish automated emails to be sent you will need to set the 'Send Automated Emails' setting to ON.
To help make using Triggers for Case launching even easier, you can now see the time zone in which a trigger is set to run when managing them in the Schedule section of Builder. The run times of triggers will show according to the time zone selected.
As part of this, when upgrading to this version, ALL existing triggers will be shown in UTC time - this will not impact when your triggers will start, they will continue to start as normal. You are able to change the time zone set for these existing triggers after upgrade, but note that this will not have an effect until after the currently calculated next run-date. After the next run-date, the run-time of the trigger will change to show in the time of the chosen time zone.
When creating new triggers after upgrade, you will need to add the time zone in which they are set to run.
Additionally, if the trigger is set to run through daylight saving time, the time shown will take into account daylight saving time.
To make your email work more flexible we've added the ability to save your emails as drafts if you're not quite ready to send them. Now when you are writing an email in a work item, you can choose to save the email as a draft and come back to it later.
When you are writing an email in a work item, you can choose to save the email as a draft and come back to it later. Drafts will be saved for a maximum of 90 days.
If you have the Drafts filter in the comms/timeline tab switched on (note that this will be switched on automatically by default upon upgrade), you will see any saved draft emails for that work item in the comms/timeline.
You'll see who created the draft and when and the first few lines of the email.
If you click to expand the view, you'll also see the email address that the draft will be sent from, the address it will be sent to, any CC or BCC email addresses, the subject of the email, any attachments and the full email content if these have been added when the draft was saved.
You can edit a draft email from the timeline by clicking 'Update Draft'. This will open up the email editor where you can edit your draft. Note that you can only edit or delete a draft email from the work item it belongs to.
You also have the options to delete the draft, to open the email in a pop-out window or to print it.
Multiple users can work on the same draft, just not at the same time. A single work item can have multiple draft emails. These can all be seen and edited from the work item's comms/timeline.
When a draft already exists for a work item, the system will alert you to this when you start writing a new email so you can choose whether you want to continue writing your new email or whether you would like to edit the draft email instead.
If a work item has a draft email and you merge or convert a Ticket to a Case, you will be able to see the draft email in the comms/timeline or all work items in the related group as long as the 'Drafts' filter and the 'Include Related Work Items' filter are switched on.
The draft email will show in the timeline with the reference number of the work item it belongs to.
Note that draft emails will not be copied across when copying communications to a new linked work item, even when the 'Copy communications' option is enabled.
An attachment icon in the draft email comms/timeline entry shows you if any files have been attached to the draft email.
Clicking to expand the comms/timeline view will show you the name of the attachment and give you the option to download it.
Additionally, any files attached to draft emails will show in the files tab and be marked with a draft icon. You can view, download or delete files attached to draft emails from here. Note that you cannot add notes or tags to files attached to draft emails.
The Case Short Description has been added to Actions so that users can see the Case Short Description more easily and the wider context of the Action they are working on.
If the short description of the Action's Case has been edited, the titles of Actions which have yet to be launched for the Case will include the Case Short Description.
The title of the Action will be made up of:
'Action Reference - Case Short Description - Action Process Name' '10040-C-A1.1 - Jack Jones new starter - HR Approval'
Note that the titles of Actions that have already been launched will not change.
Note that the Case Short Description cannot be edited directly from an Action.
This is the name that will be shown in the Action tab:
The Case's short description is also the title that will also appear in the 'Title' column of the homepage grid for the Action.
We have added a default contact tag option to make using contact tags on work items faster and easier. You can now set up a default tag value for an individual contact record, for example:
If you know that 'Jane Smith' is always going to be the Broker on any work item she's added to as a contact, you can give Jane's Contact record a default tag of 'Broker' so it gets auto-populated for her in the work item - rather than you having to manually set this tag value each time.
The Default Tags list of available options is maintained in Builder in the section.
You can set this Default Tag whenever you add a new contact into the system.
You can also set the Default Tag when editing a contact via the Contacts page.
The Default Tag attribute is also available to edit in bulk, i.e. you can set this for multiple contacts at one time - simply select a number of contact records when you're in the Contacts page grid and click on the Edit button to access the Bulk Edit popup.
Note that there can only be one Default Tag value set per contact record.
If a specific tag value has not been set to 'Allow Multiple', only one contact in a Work Item is allowed to have the value. Example: it may be that there can be only a single 'Broker' contact for a Ticket. This obviously impacts default tagging if two contacts with the same 'must be unique' Default Tag get added to a work item, either manually or automatically. In this scenario the system will allocate the Default Tag to only one contact (and therefore remove the Default Tag for the other contacts). The system will allocate to the Contact already tagged with an existing other tag value, in the following priority order.
Primary Contact
Requester
Subject
CC
Any other contact on the work item
Additional notes about Supplier Company mismatches with Contact Tags:
You will not be able to add a Default Tag to a contact if the company they are assigned to has a different Supplier Company to the Default Tag.
You will not be able to submit a work item with a contact whose Default Tag is set to a different Supplier Company than the work item.
Additionally, when a work item is created from the 'Start work item' button on the , that contact will be tagged as the Requester, Subject and Primary Contact of the work item. Additionally their Default Tag will be added too (if they have one).
We have also made some modifications to the Views tab too, where you can perform advanced searches against your work item data. There's now a quick link to the Views screen available from Quickfind, so if Quickfind doesn't give you the search results you're looking for you can easily access the more advanced search capability of the Views tab.
Additionally, we've made it easier for you to access your Saved Views (specific views of data which you're able to save from your Views screen for repeated use). You can now see them in a list when you hover over the 'Views' option from the Nav section, sorted in alphabetical order.
2022.4.10.0 is a HotFix release that contains a number of bug fixes and enhancement for version 2022.4 of Enate.
There are no new breaking changes, additional breaking API changes or additional known issues for this release.
The change log for 2022.4.10.0. contains a detailed list of the bug fixes which have been included in this release. A downloadable copy of the Bug Fixes Change Log are available below that contain all of the bug fixes for all of the 2022.4 builds up to 2022.4.10.0.
2022.4.9.0 is a HotFix release that contains a number of bug fixes and enhancement for version 2022.4 of Enate.
There are no new breaking changes, additional breaking API changes or additional known issues for this release.
The change log for 2022.4.9.0. contains a detailed list of the enhancements and bug fixes which have been included in this release. A downloadable copy of the New Features & Enhancements Change Log and the Bug Fixes Change Log are available below that contain all of the new features & enhancements and all of the bug fixes for all of the 2022.4 builds up to 2022.4.9.0.
2022.4.7.0 is a HotFix release that contains a number of bug fixes and enhancement for version 2022.4 of Enate.
There are no new breaking changes, additional breaking API changes or additional known issues for this release.
The change log for 2022.4.7.0. contains a detailed list of the enhancements and bug fixes which have been included in this release. A downloadable copy of the New Features & Enhancements Change Log and the Bug Fixes Change Log are available below that contain all of the new features & enhancements and all of the bug fixes for all of the 2022.4 builds up to 2022.4.7.0.
2022.4.5.0 is a production release that contains a number of enhancements and bug fixes.
The change log for 2022.4.5.0. contains a detailed list of the enhancements and bug fixes which have been included in this release. A downloadable copy of the New Features & Enhancements Change Log and the Bug Fixes Change Log are available below.
Below is a document with details of all API Changes in 2022.4 including breaking API changes.
Below is a copy of the breaking changes document for v2022.4. This contains details for all breaking changes within the Data Warehouse and the Enate APIs.
This document lists all the validation codes for the 2022.4 release.
Recommendation for best use of API breaking changes documentation is as follows:
Read through the breaking changes information for APIs
Upon finding reference to an API which you currently use and which has changed, go to your Swagger environment for the quickest way to view the overall impact and new API content definition. Your Swagger environment should always be your go-to place for the definitive explanation of the current API structure. See the Swagger explanation in our main online Help section for more information.
We've made some improvements on how incoming emails are routed if they're being sent in to a now-closed Action, so it's gets to the right place and be more easily seen and dealt with.
Initially, if an incoming email was sent to a closed work item, it would be attached to the parent work item. For example, if case C has a closed action A1 and the email is sent using A1 as the subject, the email would be attached to case C.
With the updated logic, the system now behaves as follows:
It will first check the other open actions. If it finds an action which has the type of “Manual”, “Peer Review” or “Send Email & Wait”, it will attach the email to that action and not the parent case.
If there are multiple open actions present, the email will be attached to the latest updated action.
For example, let’s say we have a case C with 3 actions: A1, A2 & A3.
Out of these 3 actions, A1 is closed & A2 and A3 are manual actions.
A service recipient sends an email in to A1.
As per the new logic, it will be attached to A2 or A3, depending on which action was updated last.
Note: The logic is only applicable for action types: “Manual”, “Peer Review”, and “Send Email & Wait”. If in the same above example, A2 and A3 are OCR, RPA, and External API Actions, the email will be attached to the parent case C (just like the old system behaviour).
We have also added the option to select US English (en-us) as your system language, in addition to British English, French, German, Spanish, Portuguese Brazilian, Romanian, Polish, Hungarian and Russian.
We have added a new 'Restrict Defect Modification' setting in the System Settings section of Builder which allows you to set restricted access on modifying any information in the Defects Card of Cases, Actions and Tickets. Service agents are always able to ADD a defect record and to mark one as resolved, but when this 'Restrict' setting is enabled in Builder only the agent who created the defect in the first place is able to subsequently modify or delete any of the details of that defect record.
We have made improvements to working with related work items. Now you can easily see the parent Case of a work item.
For example:
When a Ticket is split into multiple child Tickets, a link to access the parent Ticket will appear on all child Tickets.
When multiple work items are merged into one child item, a link to access all the parent items will appear on the child item.
When a Ticket is converted into a Case, a link to access the parent Ticket will appear on all child Case.
If you choose to start the new Case (by adding a 'Start New Case' Action in into your Case flow in Builder) as an independent Case, i.e. by not ticking the Sub Case option, you can now choose to copy the defects, files (including tags), links and custom data across into the new Case.
You can also choose to copy work item communications i.e. emails (including email attachments) and notes from to the new Case. Note that when choosing to copy communications, you will not only copy communications from the current Case, but also from any Actions & Sub Cases which are related to it.
See here for more information.
We've made an enhancement to the sharing of communications when creating new linked work items direct from Cases / Tickets. Now, when you choose to share communications between linked work items, the communications from related work items are also shared with the new work item.
For example, when creating a new linked Case/Ticket, you can copy work item communications i.e. emails (including email attachments) and notes from the original Case/Ticket to the new linked Case. In this scenario, communications in the launching Case's Actions will now also be copied. Similarly, a split Ticket will now copy across communications from its Parent Ticket.
You can find out more about related vs linked work items here.
We have also made improvements to the existing 'Linked Work Item functionality'. Now when a work item is linked to another but is then subsequently merged, split or converted into a Case, the work items resulting from this will retain a link to the other. Previously this link was not persisted in such scenarios.
For example:
When a Ticket is linked to another work item and that Ticket is merged with another, the merged Ticket will also have a link to the other work item.
When a Ticket is linked to another work item and that Ticket is split into multiple Tickets, the subsequent child Tickets will also have a link to the other work item.
When a Ticket is linked to another work item and that Ticket is later converted into a Case, the subsequent Case will also have a link to the other work item.
Note that when merging an Action with another work item into a child item, because Actions cannot be linked, it is the Action's parent Case that will be linked to the child item.