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We have added the option setting to allow Work Manager users to delete email attachments from a work item. This is useful when, for example, you are dealing with sensitive information in email attachments and you need to delete file information so that it so it can no longer be viewed.
Once the setting in Builder is on, Work Manager users can select an item in the Files card of a work item and delete it.
The deleted attachment will also be deleted from other related work items such as other Actions in a Case, Sub Cases, child and parent Tickets if a Ticket has been merged, child Cases and parent Tickets if a Ticket has been converted to a Case.
But note that if you delete an email attachment from a Ticket that has been split or is the child Ticket of a split, the deleted file will not be deleted from the other child Ticket(s) or the parent Ticket.
Note also that deleting an attachment from a linked work item will NOT delete the attachment from the work item(s) it is linked with.
The attachment will be deleted from all parts of the system, so you won't be able to search for it in Quickfind, and it will not be available to attach to a new email relating to the work item.
Any further activity on the work item will not resurrect the deleted attachment and creating a new linked work item will not resurrect the deleted attachment.
You will be notified in the timeline when an email attachment has been deleted, along with the name of the file that was deleted, who deleted it and the subject and date/time the email it was attached to was sent.
To enable this, you need to switch the new setting in Builder's System Settings on. Note that it is set to off by default.
When a Ticket has been launched by the receipt of an incoming email, an automatic acknowledgement email will be sent, confirming the receipt of the original email and confirming the creation of a Ticket as a result of receiving the email. Additionally the original email included as part of the confirmation, retaining all original formatting. This helps to resolve a couple of the format display issues people may have been seeing on the auto-confirmation mails when a new Ticket gets created.
We have added some additional standard column options for the homepage grid in Work Manager. Check these out and how to add them to your standard grid view:
These additional columns, along with the many others already available, give you more ability to manage you and your teams work items at a higher 'multi-line' level without having to drill into specific items, and lets you better locate relevant work directly from the grid.
These new column options are:
Primary Contact - the main person to contact about the request ongoing
Requester - the person who originally made the request
Subject - the person who the work it item is about
Last Email Received - the date and time the last email of a work item was received
Last Email Sender - the details of the last person who sent an email relating to a work item. If the user is already in the system, this column will display their name., otherwise this column will display their email address.
Please note that the 'Last Email Received' and 'Last Email Sender' columns will not include emails shared from a linked work item.
We've added a brand new feature to Quickfind that allows users to search for individual files or to search for a work item by searching for one of its files. Searching for files in Quickfind will search for both files that are directly linked to the work item AND files that have been attached to communications for the work item.
Search results will include details such as the type of file (i.e. whether it was attached to the work item or to a communication), when the work item was last updated if the file is attached to a work item or when the email was sent/received if the file is a communication attachment, the reference number and title of the work item(s) the file is attached to and the communication subject if the file is a communication attachment. The search results will be sorted by the date that the file was last updated on or when the email was sent/received if the file is a communication attachment, with the most recent at the top. Additionally, any notes which have been added in the work item for a file are displayed. Clicking on the file will download a copy of it.
Note: You will only be able to see the files and work items that you have access to based on the permissions you have. These permission settings are configured in Builder, click here for more information. You will also not be able to search for files or communication attachments that have been deleted.
Additionally, to mitigate performance issues Quickfind will not return search results for:
Communication attachments that start with 'Mime Attachment'
Communication attachments that start with 'MIME-Attachment'
You can still search for the text mime attachment, but the only results will be from work item files. You can still search for 'mim' which may return other results.
Also note that the system uses 'start with' logic for searching for files where it adds a wildcard to the END of search texts. This means that if you are searching for a file called 'Invoice Processing.docx', searches for 'processing' would not find the file, but searches for 'invoice' would.
You can now create service agent accounts that aren't linked to a specific company. This gives these agents much more flexibility - you can link them to any work item, regardless of company, letting them send and receive communications from them, and they can also be added to any team, regardless of the company the team leader is linked to. This is particularly useful when your organisation has different operations set up as separate customers.
To do this, when you are adding a new Service Agent in Builder select 'Global Agent' in the Supplier field.
Work Manager users will be notified by the system when they are adding a new global agent.
They can choose to switch these notifications off in the User Settings Section of Work Manager.
A new due date method 'Fixed day of fixed month of work item start year' has been added which is available for both Cases and Tickets. It sets a specific day, month and year.
It is different to the already existing 'Fixed Day of Fixed Month' due date by taking the year into consideration.
For example if the month and day configured using a 'Fixed day of fixed month' due date method on a Case/Action/Ticket is earlier than the work item's start date, then the system will assume that the Case/Action/Ticket is due in the following year. For example, if the fixed day of fixed month value configured in the due date of a Ticket is 14th March 2022 but the Ticket's created/start date is 16th July 2022, then the system will assume that the Ticket's due date will be 14th March 2023.
However the 'Fixed day of fixed month of work item start year' due date method will set the due date of the work item as the same year as when the work item get started. For example, if a Ticket's due date is 14th March 2022 but the Ticket gets started on 16th July 2022, then the system will assume that the Ticket's due date is the same year as when the Ticket was started, so it will assume that the Ticket's due date is 14th March 2022.
Additionally, default Ticket acknowledgement email templates will no longer include a description, they will only include a reference and title of the Ticket that has been created. Note that this will only occur for Ticket acknowledgement templates that have not been edited (i.e. the template has no 'last modified on' date).
We've added User Groups information into the Data Warehouse, so you can add that extra layer into your reports of the User Groups and all their Members.
We have also made localisation configuration easier by adding the option to filter data in the localisations page in in Builder.
For most types of data you can filter your translations by service line. Local Checklist data is an exception as you have the option to filter by service line, customer, contract, service, status and version and for service data you only have the option to filter by customer and contract.
You can add multiple values into the filters apart from the service line, status and version filters where you can only add one value to the filter at one time.
You can sort all of the columns by ascending or descending alphabetical order by clicking on the column header.
You can also use the search function to search for data. Note that you can only use the search function to search for English text.
We've added in more flexibility when it comes to email integration. If you're using Graph API mailbox integration you can now use Enate to monitor specific folders, adding as many level folder paths as you need when configuring your Graph API Mailbox connector in Builder.
This allows for more fine-tuned integration so you can set Enate monitoring a subset of your email folders rather than the entire mailbox.
You can use backslashes '\' to separate the folders and it is not case sensitive. You can also use pipe symbols '|' to add multiple folders.
Once you have set up your Graph API connector, you can create different email routes for it.
If a new email arrives from one of the folders configured in the connector and it matches the folder path specified in the email route and it passes any other routing rules, it will launch the process specified in the route.
If you don't specify the folder path and leave it blank or use a wildcard '*', emails from any of the the folders configured in the connector will create the process specified in the route, as long as all the other routing rules are matched as well.
On the back of the email scheduling and outbox features we added in the last couple of releases, we've made some adjustments to keep email sending as simple as possible: Now, when you send an email the 'Send Now' and 'Cancel' buttons in the timeline will only appear if you have scheduled the email to send more than 2 minutes later to let you send the scheduled email straight away if you have changed your mind or to cancel sending the scheduled email altogether. Otherwise, these buttons will not appear in the timeline. You'll still get the option to recall your outgoing mails for anything up to two minutes if you've set up a delay.
You are now able to rework a Case from an Action itself, rather than having to go to the parent Case first to rework it.
Note that when reworking from a Case, the Case will be submitted as In Progress. However, when reworking a Case from an Action, because all running Actions for the Case will close once you click on 'Rework', the Action you are currently in will Close too.
Users are now no longer able to use old, out of date schedules or schedules that have already been triggered when starting a Case or Action in Work Manager that is configured to require a schedule. This helps ensure that old, out of date, schedules don't inadvertently get created, helping to ensure that the only work that's in play is work that is supposed to be.
We have added the additional option of when a Case process hits a Wait for Sub-Case Action (also known as a Hold Case Action) to auto-close the Wait for Sub-Case Action and let the process continue automatically if there is no Sub-Case available, instead of assigning the Action to a user to have to manually make that decision to proceed.
To do this, go to the Hold Case Action info tab in Builder and in the 'Auto-Close' column switch the toggle on.
This means that instead of assigning the Action to a user to manually proceed, the ‘Wait for Sub-Cases to Complete’ Action will automatically close if the Sub-Case the 'Wait for Sub-Cases to Complete’ Action is set to wait for is not available. This could be either because it has not been launched or because it was resolved before the ‘Wait for Sub-Cases to Complete’ Action was launched.
If the Hold Case column is left blank, the ‘Wait for Sub-Cases to Complete’ Action will wait for any Sub-Case of the Case to close before continuing and if there is no Sub Case available, the ‘Wait for Sub-Cases to Complete’ Action will automatically close.
If the 'Auto-Close' switch is left off, the ‘Wait for Sub-Cases to Complete’ Action will be assigned to a Queue where a user will pick it up and decide how to proceed if the Sub-Case the 'Wait for Sub-Cases to Complete’ Action it is set to wait for is not available.
We've changed the way in which the 'Resolved On' date for a Ticket which has been split is now calculated.
We now calculate this as the maximum of the Resolved On date for the Tickets it was split into - essentially when the last of the 'child' split tickets gets resolve, the original ticket also gets time-stamped with the same Resolved On date. With the previous approach it was possible that the original ticket was marked as resolved with an earlier date than some of its child split tickets. Also, this approach ensures that the Resolved On date of the original ticket does not change once set.
Example:
Ticket A has been split into Tickets B and C.
Ticket B is resolved at '2022-02-02 01:10:00' and Ticket C is resolved at '2022-02-03 02:00:00'.
The time marked for when Ticket A is Resolved will be '2022-02-03 02:00:00'.
An overview of the new features in v2022.2 of Enate
We've made a number of enhancements in this release of Enate to make delivering and managing your business processes even easier. Check out the individual section on each to see all the enhancements we've made, or take a look at our quick overview videos for a taster.
Here are just a few of the things we've added in Work Manager:
We've added a brand new feature to Quickfind that allows users to search for individual files or to search for a work item by searching for one of its files.
We have added the option setting to allow Work Manager users to delete email attachments from a work item.
We have added some additional column options for the homepage grid.
We've also resolved a couple of the format display issues people may have been seeing on the auto-confirmation mails when a new Ticket gets created.
And from the configuration side:
Agent Accounts can now be created which aren't linked to a specific Company.
We've brought back the option the to include or not include local checklists when you're cloning a Case process.
We have also improved localisation configuration in Builder, adding option to filter data to make things easier to work with.
We've added in more flexibility when it comes to using Graph API mailbox integration - you can now use Enate to monitor specific folders.
And we've also added a new option to allow for 'Per Connector Email Deduplication' to take place - this supports business models where a duplicate of the same mail is sent in to multiple business areas in order to create multiple separate work items.
You can check out a list of the new Features, Enhancements & Bug Fixes we've included in this releases in the documents below:
For a more extensive list of changes including API changes, Data Warehouse Changes and any Breaking changes, see the dedicated Release Notes section.
You are now able to exclude local checklists as part of cloning a Case by clicking the 'exclude local checklist' option:
The 'Exclude Local Checklist' option lets you exclude local checklists from the original Case being cloned to your new Case. You can find out more about local checklists here.
New option to allow for more split out 'silos' in which to check for duplicate emails, to support business models where same email is explicitly sent to multiple business areas for multiple work items
As part of day-to-day processing in Email systems and integration with other systems, it is possible for errors to result in duplicate emails. To combat this Enate provides built-in capabilities to deduplicate received emails. Let’s take a look at the details for this.
As a core principle, Enate will generate or update 1 Work Item per received Email after deduplication. To guard against accidental creation of multiple work items caused by duplicate incoming emails, Enate checks for such duplicates and deduplicates them so that only one work item is created. This is how Enate is set up as standard, and is termed ‘Global Level deduplication’.
Global Level Deduplication (default) – where emails deduplication logic is run globally on all emails, and any mails considered duplicate are always de-duped.
However in some business operations, it is possible that the same exact email will be explicitly forwarded into two different parts of the business, with the intention of creating two different work items in Enate. In order to allow this, Enate has now introduced a new feature to allow this deduplication scope to be at a 'per email connector' level:
Per-Connector Level Deduplication – where emails are deduped if received into the same individual Email Connector, but are not deduped if the two mails are sent into two separate Email Connectors in Enate. In Per-Connector mode, Enate will only search for existing Emails that have been received to the same Email Connector as configured in Enate.
Note: This is a database-level setting - if you want to make this change you should get in touch with Enate Support via the Helpdesk.
For a more detailed discussion of Email Deduplication, including likely Email Server behaviour and the impact on work item creation in Enate, check out the Email Receipt and Deduplication section in the main help articles.
This section contains the change log and information about known issues, breaking changes, API changes and the data warehouse for v2022.2.
2022.2.11.0 is a HotFix release that contains one bug fix.
There are no additional breaking changes, breaking API changes or known issues for this release.
The change log for 2022.2.11.0. contains detailed information about the bug fix that was included in this release. A downloadable copy of the Bug Fixes Change Log is available below which includes the bug fixes for all of the 2022.2 builds up to 2022.2.11.0.
2022.2.10.0 is a HotFix release that contains two bug fixes and a small enhancement.
There are no new breaking changes, breaking API changes or known issues for this release.
The change log for 2022.2.10.0. contains detailed information about the enhancement and the bug fixes that were included in this release. Downloadable copies of the Bug Fixes and the Enhancements Change Logs are available below which includes the bug fixes and enhancements for all of the 2022.2 builds up to 2022.2.10.0.
2022.2.9.0 is a HotFix release that contains one bug fix.
There are no new features, additional breaking changes, additional breaking API changes or additional known issues for this release.
The change log for 2022.2.9.0. contains detailed information about the bug fix that was included in this release. A downloadable copy of the Bug Fixes Change Log is available below which includes the bug fixes for all of the 2022.2 builds up to 2022.2.9.0.
2022.2.8.0 is a HotFix release that contains a number of bug fixes and a small enhancement.
There are no new breaking changes, breaking API changes or known issues for this release.
The change log for 2022.2.8.0. contains detailed information about the enhancement and the bug fixes that were included in this release. A downloadable copy of the Bug Fixes and Enhancements Change Log is available below which includes the bug fixes and enhancements for all of the 2022.2 builds up to 2022.2.8.0.
2022.2.7.0 is a HotFix release that contains one bug fix.
There are no new features, additional breaking changes, breaking API changes or known issues for this release.
The change log for 2022.2.7.0. contains detailed information about the bug fix that was included in this release. A downloadable copy of the Bug Fixes Change Log is available below which includes the bug fixes for all of the 2022.2 builds up to 2022.2.7.0.
2022.2.6.0 is a HotFix release that contains one bug fix.
There are no new features, additional breaking changes, breaking API changes or known issues for this release.
The change log for 2022.2.6.0. contains detailed information about the bug fix that was included in this release. A downloadable copy of the Bug Fixes Change Log is available below which includes the bug fixes for all of the 2022.2 builds up to 2022.2.6.0.
2022.2.5.0 is a HotFix release that contains a number of bug fixes.
There are no new features, additional breaking changes, breaking API changes or known issues for this release.
The change log for 2022.2.5.0. contains a detailed list of the bug fixes which have been included in this release. A downloadable copy of the Bug Fixes Change Log is available below which includes the bug fixes for all of the 2022.2 builds up to 2022.2.5.0.
2022.2.3.0 is a production release that contains a number of enhancements and bug fixes.
The change log for 2022.2.3.0. 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.
You can find below a list of the current known issues and bugs in 2022.2.3.0. Please report any other issues or bugs you may find to the Enate Helpdesk.
Below is a document with details of all API Changes in 2022.2.3.0 including breaking API changes.
Below is a copy of the breaking changes document. This contains details for all breaking changes within the Data Warehouse and the Enate APIs.
This document lists all the validation codes for the 2022.2 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 Help section for more info.
