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With the new version 2023.2 of Enate, we've made a change to how the system opens up links to new items in Work Manager. Previously, when you've clicked on a link, for example to open a Ticket or Action from your homepage, or to open up your Email Inbox page, this opened in a new tab under the orange header bar.
With version 2023.2, we're removing this approach and making Work Manager a Multi-Page Application. Instead of the in-product tabs, you'll see that when you click on a link, a new browser tab will open up to show that content, so each section will display on its own dedicated browser tab. Check out this video for an explanation:
There's a few useful things you can do with this multi-page approach to help with day-to-day working:
You can now have two tabs open simultaneously side by side, letting you, for example have your Email Inbox open at the same time as viewing a ticket or action, letting you read mails without swapping between screens.
You can easily share links to specific Work Items between team members - if you've got a ticket, action or case open and you want to point another team member to it, you can just copy the URL and send it to them - when they open the link it will take them straight to that work item. You'll be able to see the Work Item reference in the Browser tab which opens.
If you'd rather not open all your new links in new browser tabs, you can simply go to your user settings and swap for a different approach - displaying the link's contents on the same broswer tab. In your settings you'll see the 'Open Links in New Browser tab' option. Switch that to OFF (this is set to ON by default for users), and save your change.
Now, when you click on links, you'll see that the new content displays in your current browser tab.
Note: you've still always got the option of opening the link in a new browser tab by holding down the Ctrl or Cmd button on your keyboard when clicking the link.
Other things to note working with this different tab approach:
You can use your browser's back and forward buttons to navigate back to screens that you were previously on.
The 'Recently accessed' list from your navigation section is a useful way re-find work that you've been looking at recently.
You can even use your new Focus List feature to put together a list of work items that you want to concentrate on, perhaps as part of a focussed daily to-do list.
We've also added some more information to Work Item screens to help make tracking of activity clearer:
In the Work Item Timeline, there's now explicitly called-out entries to show when is has been Reopened from a Resolved state, showing when it was Reopened and by whom.
Note: Reopening of a Work Item via email will show 'System' as the 'Last Reopened By' value, so in the timeline filter the 'Include System-Generated Activities' option should be enabled in order to view the complete timeline for reopening activities. To view 'Reopened' timeline entries if a work item was reopened by an agent, make sure the 'status changes' option from the timeline filter is enabled.
The information about who last Reopened it and when is also shown explicitly on the Work Item Info card.
When a Work Item changes state, you'll now see not only the state it was changed TO, but the state it was changed FROM also. State texts will also show in the color of relevant states also.
We've added the ability to end an individual Case early (if it is no longer needed) when you're setting up a Case process. This mean that at runtime the Case doesn't have to always continue until the end of the flow in order to close.
This is useful in circumstances where it is no longer relevant to complete the Case, for example it's no longer relevant to complete a New Starter Induction Case if the person is no longer joining the company.
At runtime in Work Manager, once an 'End Case' Action is reached in a process, no further Actions in the Case flow are triggered and the Case will Close.
To add this ability into your Case flow processes, you just need to add the new 'End Case' Action type into the relevant place in your Case process flow in Builder. Multiple 'End Case' Actions can be added to a Case flow, however note that:
they must be added at the end of a branch AND
no other Actions can be added after it inthe branch's flow.
You should use End Case Actions in conjunction with a condition in your flow configuration. Watch this video for more information about how to configure an End Case Action:
When a Case closes due to it reaching an End Case Action, the Case will display as being Closed with a reason of 'All relevant Actions completed'.
If a feedback window is configured for the Case, the Case will instead move to a Resolved state and will follow standard system logic i.e. it will sit in this status for a defined period of time during which the service recipient may respond and the Case may be reopened, either automatically upon receipt of a new incoming email or feedback within the time period, or manually by the agent.
If the feedback window has completed without any further response, or if the Case does not have a feedback window, the Case will move to a state of fully 'Closed'.
See this article for more information about how Cases are processed in Enate:
Note that End Case Actions will not be available to Work Manager users to manually create on an ad-hoc basis. Also, it is not possible to rework a Case from an End Case Action.
Additionally, if a Case ends as a result of an End Case Action, this will have no impact on its linked work items and if a Sub-Case ends as a result of an End Case Action, this will have no impact on its parent Case.
In version 2023.2 of Enate, we've added some features in Work Manager and in our Integration features to help with planning and tracking your work. We've added a Focus List to let you create lists of Tickets, Actions & Cases that you want to concentrate on. We've adjusted the Team Work Inbox to show ALL Work Items, even those in Wait states, to make team planning easier.
As Enate Marketplace continues to grow, we've added in a number of Email Analysis features to your Integration options, to help categorize and deal with repetitive tasks for incoming emails so you don't have to.
In preparation for some more wide-ranging advances in Work Manager over the next few releases, we've also made the jump to being a Multi-page Application - now when you open links in Work Manager they'll open in brand new dedicated tabs in your browser.
Watch this video to find out more about this and other enhancements:
Multi-Page Application: As mentioned above we've changed the way links open in Enate - now each link opens in its own dedicated browser tab (or replaces the content in your existing tab, if you prefer it to work that way).
Focus List: New Work Manager feature lets you put together a list of work items that you want to concentrate on - perhaps as part of a focused daily to-do list or as a handy shortcut to access the items you're needing quick access to.
Ability to End Cases Early: Now you don't have to move a Case all the way through its flow to Resolve it - you can add various different end points to allow closure based on certain conditions.
New Marketplace Integrations: We've made a number of new Integrations available in our Marketplace, focussing on Email Analysis to help with the more time-consuming assessments of incoming mails.
Better Work Item Tracking Data: You can more easily see when Work Items have been been Reopened, and see better information when Work Items change state.
Currency Support: A new data type to help you deal with currencies as part of your Tickets, Cases & Actions.
Custom Card Localisation: You can now translate Card names, allowing for fully localised form.
File & Link Deletion: You can now delete Files and Links from the Files tab.
You can check out each of the new Features, Enhancements & Bug Fixes we've included in this release in the following sections. For a detailed list of changes including API changes, Data Warehouse Changes and any Breaking changes, see the dedicated RELEASE NOTES section.
You can now localise the Name and Description of your custom card in any of the languages that are supported by Enate.
To do this, go to the Localisations page in Enate Builder, select 'Custom Card' from the list and choose your desired language from the drop-down. To add your translations, double click on the box in the row of your chosen language column to open the translate pop-up and enter your translations.
When users log into Work Manager in that language, they will now see the translated Custom Card name when displaying a Work Item with that Custom Card.
Note that Custom Card descriptions do not yet appear in Work Manager, but they will do as part of a future release.
See this video to find out more about how to create Custom Cards:
And you can find even more information about Custom Cards in this dedicated article:
In this new version of Enate, we've added a brand new feature to Work Manager that enables users to put together a list of work items that they want to concentrate on, in a dedicated Focus List. This can be used perhaps as part of a focused daily to-do list, or as a handy shortcut to get to the items you're needing quick access to. Watch this video to find out more:
You can add Tickets, Actions and Cases to the list, even ones which aren't assigned to you, up to a maximum of 50 items. You can get to your Focus List from anywhere in Work Manager by clicking on the Focus List icon in your header bar.
Clicking on an item in your list will take you directly to that work item, either in a new browser tab or in the existing view if you're set to open up links that way.
You can add items to your focus list in a few different ways:
Firstly, you can add them from within the Focus List itself by clicking on the plus icon and then searching for either the title or reference number of the work item you're looking for. Select which work item or items you want to add from the search result and click to add.
Another way is to click on the 'Add to Focus List' icon from within a Ticket, Action or Case.
And you also can also add items to the list from the homepage grid by selecting one or multiple items and then clicking the 'Add to Focus List' option that appears in the grid header.
Once they're added, work items can easily be arranged in your list, just drag and drop to relocate them.
If you're accessing a Ticket, Case or Action which is already in your Focus List, you'll be shown that with the ticked Focus list icon. You can click on that link again to remove it from your list, or, alternatively they can easily be removed from with the list itself - select one or more, click the remove link and then confirm.
One thing to note is that once a work item moves to a state of Resolved or Closed, it will automatically be removed from your focus list, freeing up space for other open items you want to focus on. However, users can still add items in either of these states into the Focus List if they want.
Additionally, when a user tries to open multiple links in new tab from the Focus List, occasionally they might not be able to and will instead be shown a pop-up stating that multiple tabs have been blocked from being opened. Users simply need to click to allow pop-ups and redirects from Enate.
2023.2.15.0 is a HotFix release for version 2023.2 of Enate that contains one enhancement and one bug fix that have been added since the release of the previous version. There are no new breaking changes or additional breaking API changes in this release, and no additional known issues.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in this version. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.
This is a downloadable copy of the bug fixes in this version of Enate. One additional bug fix has been added since the release of the previous version.
Known Issues
This is a downloadable copy of the known issues in this version of Enate. No additional known issues have been found since the release of the previous version.
This is a downloadable copy of the new features and enhancements in this version of Enate. One additional enhancement has been added since the release of the previous version.
2023.2.14.0 is a HotFix release for version 2023.2 of Enate that contains a few bug fixes that have been added since the release of the previous version. There are no new features/enhancements, breaking changes or additional breaking API changes in this release, and no additional known issues.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in this version. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.
This is a downloadable copy of the bug fixes in this version of Enate. A few additional bug fixes have been added since the release of the previous version.
Known Issues
This is a downloadable copy of the known issues in this version of Enate. No additional known issues have been found since the release of the previous version.
This is a downloadable copy of the new features and enhancements in this version of Enate. No additional new features or enhancements have been added since the release of the previous version.
2023.2.12.0 is a HotFix release for version 2023.2 of Enate that contains a small number of bug fixes that have been added since the release of the previous version. There are no new features/enhancements, breaking changes or additional breaking API changes in this release, and no additional known issues.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in version 2023.2.12.0 of Enate. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.
This is a downloadable copy of the bug fixes in this version of Enate. One additional bug fix has been added since the release of the previous version.
Known Issues
This is a downloadable copy of the known issues in this version of Enate. No additional known issues have been found since the release of the previous version.
This is a downloadable copy of the new features and enhancements in this version of Enate. No additional new features or enhancements have been added since the release of the previous version.
2023.2.11.0 is a HotFix release for version 2023.2 of Enate that contains a small number of bug fixes that have been added since the release of the previous version. There are no new features/enhancements, breaking changes or additional breaking API changes in this release, and no additional known issues.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in version 2023.2.11.0 of Enate. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.
This is a downloadable copy of the bug fixes in this version of Enate. One additional bug fix has been added since the release of the previous version.
Known Issues
This is a downloadable copy of the known issues in this version of Enate. No additional known issues have been found since the release of the previous version.
This is a downloadable copy of the new features and enhancements in this version of Enate. No additional new features or enhancements have been added since the release of the previous version.
2023.2.10.0 is a HotFix release for version 2023.2 of Enate that contains a small number of bug fixes that have been added since the release of the previous version. There are no new features/enhancements, breaking changes or additional breaking API changes in this release and there are two additional known issues.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in version 2023.2.10.0 of Enate. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.
This is a downloadable copy of the bug fixes in this version of Enate. A couple of additional bug fixes have been added since the release of the previous version.
Known Issues
This is a downloadable copy of the known issues in this version of Enate. Two additional known issues have been found since the release of the previous version.
This is a downloadable copy of the new features and enhancements in this version of Enate. No additional new features or enhancements have been added since the release of the previous version.
2023.2.9.0 is a HotFix release for version 2023.2 of Enate that contains a small number of bug fixes that have been added since the release of the previous version. There are no new features/enhancements, breaking changes or additional breaking API changes in this release and there is one additional known issue.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in version 2023.2.9.0 of Enate. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.
This is a downloadable copy of the bug fixes in this version of Enate. A few additional bug fixes have been added since the release of the previous version.
Known Issues
This is a downloadable copy of the known issues in this version of Enate. One additional known issue has been found since the release of the previous version.
This is a downloadable copy of the new features and enhancements in this version of Enate. No additional new features or enhancements have been added since the release of the previous version.
2023.2.6.0 is the production release for version 2023.2 of Enate. It contains a couple of additional bug fixes and a new enhancement that have been added since the preview release.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in version 2023.2.6.0 of Enate. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.
This is a downloadable copy of the new features and enhancements in this version of Enate. One additional enhancement has been added since the preview release.
This is a downloadable copy of the bug fixes in this version of Enate. A couple of additional bug fixes have been added since the preview release.
Known Issues
This is a downloadable copy of the known issues in this version of Enate.
2023.2.3.0 is a preview release for version 2023.2 of Enate. It contains a number of enhancements and bug fixes.
The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in version 2023.2.3.0 of Enate. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.
This is a downloadable copy of the new features and enhancements in this version of Enate.
This is a downloadable copy of the bug fixes in this version of Enate.
This is a downloadable copy of the known issues in this version of Enate.
This is a downloadable copy of the warehouse database data dictionary for Enate's 2023.2 releases.
This is a downloadable copy of the API changes in Enate's 2023.2 releases.
Below is a copy of the breaking changes document for version 2023.2.3.0. This contains details for all breaking changes within the Data Warehouse and Enate's APIs and includes the validation codes for version 2023.2.
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.
You can now delete files of links in the Files Tab on Work Items. You can either do this individually by clicking on the menu on the right.
Or alternatively you can also delete multiple files/links by selecting the files/links you wish to remove and selecting the delete option at the top of the screen.
With this new release of Enate, we have added a number of integrations to our to help you build out your business landscape and automate your business processes with Enate at the heart of things. The Integrations made available in conjunction with v2023.2 focus on Email Analysis, allowing you to get more information about incoming emails, and automate some of the more time-consuming activitie related to incoming email assessment.
To get these set up, make sure you've first got the relevant features available to you from .
This integration enables the automatic triaging and categorisation of Tickets, without agents having to do this manually, via UiPath Communications Mining.
Check out this video to find out more:
With this integration you can use UiPath Communications Mining to detect whether incoming emails to a resolved work item is purely a 'thank you' email and then automatically move the work item from a state To Do back into a state of Resolved instead of a user having to do this manually.
Watch this video to find out more:
This integration allows you to use UiPath Communications Mining to analyse communications in incoming emails, for example to see if they are positive or negative, or about a certain subject, allowing you to auto-tag and categorise emails in a certain way according to how you've set the system up.
Check out this video to find out more:
Enate has introduced a new data type to help you better deal with currencies as part of your process, to ensure that you're always working with the correct currency in your Tickets, Cases & Actions.
Watch the following video to find out more:
To set this up, you can create a custom data field of type 'Currency' in the same manner as you can other types of custom data field by going to the Custom Data Fields section in Builder, clicking to add a new custom data field and the selecting 'Currency' from the 'Type' dropdown.
Note that when you select currency from the data type drop down, in addition to being able to set a default value, you also need to set a default currency.
Currency-type custom data fields work in the same way as other types of custom data field when it comes to adding them to Custom Cards.
You can also set a default currency at Contract level. This is done by accessing a Contract's settings from the Service Matrix screen - from the matrix screen click to edit the desired row and then select Contract. Scroll down and select which currency you would like to set as the default from the relevant dropdown.
This value will then be applied as the default currency for any currency data fields on Custom Cards for Tickets, Cases and Actions running under that contract.
Note that this will just set the default currency value, but this can be changed as needed by Work Manager users (assuming the field isn't set to read-only).
See here for more information about using custom data in Enate:
