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.

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

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.

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.

• 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 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'.

  • Pending Retry - an email with this Send Status is
• 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.

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

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.

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

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.

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 () 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.

Enate is able to provide integration with - 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.

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 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.

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

Automatic Retries

• 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.

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'.

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 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: