v2021.2
As part of supporting work being carried out across multiple Cases & Tickets, you can share emails between Linked work items to allow them to be viewed more widely. You can even do this for work items which you don't have permissions on.
You can share emails between linked work items in two ways.
1. From an existing email - Clicking on the '+' icon at the top of an existing email in the timeline and selecting the relevant work item you wish to share the email with.
2. From composing new email - Another way is when writing a new email, you can simply add the work item reference number into the To / CC / BCC of an email by clicking the '+' icon, just as you wold when adding an email address:
You can even use this approach when you just want to share emails between linked work items, without needing to add an email address.
Please note that you can only share emails between work items that are linked. Additionally, once an email has been shared between work items, it cannot be unshared.
The email will be sent as normal to any emails addresses specified, and it will also be shared with the selected work items.
When someone responds to the shared email, that response will be attached to both work items.
This section contains the change log and information about known issues, breaking changes, API changes and the data warehouse for v2021.2.
2021.2.4.0 is a production release that contains a number of enhancements and bug fixes.
The change log for 2021.2.4.0. contains a detailed list of the enhancements and bug fixes which have been included in this release. A downloadable copy of the change log is available below.
Change log | Note |
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Below is a document with details of all API Changes in 2021.2.4.0 including breaking API changes.
You can find below a list of the current known issues and bugs in 2021.2.4.0. Please report any other issues or bugs you may find to the Enate Helpdesk.
Below is a copy of the breaking changes document. This contains details for all breaking changes within the Data Warehouse and the Enate APIs.
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.
Change log | |
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Bug Fixed: Custom Cards created using the advanced (customised) mode do not load on work items.
Bug Fixed: When scheduling an email to be sent later, the validation to block past dates is performed against the current browser time according to the time zone of the computer. If the time zone of the computer is ahead of the time zone of the user's account in Enate, this blocks the option to schedule to send an email later.
Bug Fixed: After deleting or re-ordering a step in a Case process in Builder, conditions might be moved to the wrong step when the Case process is in a state of draft or validated testing.
Bug Fixed: When bulk creating work items in Work Manager, if the email address CC column of the excel template file contains multiple email addresses, these email addresses are not being correctly added to the work item(s) as CC email addresses.
Multiple email addresses should be separated with a ;
Bug Fixed: The borders of a table included in an outgoing email are not visible when viewed in Microsoft Outlook.
Bug Fixed: Incorrect warning shown on Custom Cards of work items after a multi-level list field has had a value removed, but then the same value re-added.
Bug Fixed: Duplicate robot and robot farm names may occur due to synchronizing with multiple RPA platforms that have the same names configured.
Enate will now append an incrementing number to the Robot or Robot Farm name in Enate if a conflict occurs.
Bug Fixed: Copying and pasting multiple rows and/or cells in Builder is not working.
Bug Fixed: The Service Matrix filter in Builder is only showing the first 100 object names.
Bug Fixed: The Service Matrix filter in Builder is showing duplicate contract and service names.
Bug Fixed: Retired positions may show as 'active' in the Legacy User Manager tool when using the 'Positions Occupied by User' view.
Bug Fixed: Email template 'Usages' tab in Builder does not include the usage as a Canned Response for a Service Line.
Bug Fixed: Incorrect exception logged when database row has changed in between the loading of the record and an attempt to update it.
Bug Fixed: Attempting to create a user in Builder in a new instance that does not contain any suppliers shows an error.
Bug Fixed: Contract & service dropdown in the context filter of the Find Packets view in Enate Monitor are displaying duplicate values.
Enhancement: When deleting a company, contract, service, Case or Ticket process in Builder, a warning is shown if any email routes are linked to the deleted object(s).
Enhancement: Enate background engines perform faster and consume less CPU.
Enhancement: Enate Manager no longer shows the system-wide transaction timeout.
Modification of the system-wide transaction timeout has not been required to operate Enate since 2019.1. Enate does not recommend changing this setting from the Microsoft default, as they are no longer offering a UI to adjust it.
Enhancement: The default format of the log file has been changed to JSON.
Enhancement: Enate Monitor and the legacy User Manager tool now format the date and time according to the user's time zone.
Previously all date/time were formatted according to the time zone of the Windows user account of the person using the tool.
Enhancement: Incoming emails look for work item reference numbers in the email subject and body after trying to match on header fields and hidden identifiers.
Previously this functionality was an option enabled by the Enate support team upon Customer request.
Enhancement: Enate Monitor shows significantly more details about a work item.
Enhancement: The context filter in the Find Packets screen of Enate Monitor loads significantly faster on platforms with a large number of objects.
Enhancement: The interaction and capabilities of creating linked work items has been significantly changed.
Please see documentation for further details.
An overview of the new features in v2021.2 of Enate
We've made version 2021.2 a smaller release focused on stability and making smaller adjustments to features released in recent versions. You can check these out in our Release Notes section.
We've also managed to add in one or two new features based on your feedback where you've asked for ways that Enate can help manage work spanning multiple different areas of your business: You've now got much more flexibility to link different work items together, and also to share emails between them. Check out the features in more detail:
You can also take a look at this overview video of Linking Work Items.
v2021.2
Various features in Enate allow you to manage activities being carried out by different teams, letting you easily create and oversee work items even when you don't have full permissions on each other's work.
You can:
Create and link together work items, even ones in business areas you don't have permissions on.
Share and add communications between those work items.
Launching a Case or Ticket from within an existing one creates a 'Linked' relationship between the work items - Items created in this way will retain a link to the original Case / Ticket and will show on a 'Links' tab within it, making it easy to track a group of work items which relate to each other.
Let's take a look at some of these features, starting with how you create linked Work Items..
To create a new linked Ticket from an existing Case or Ticket, click the ‘+ Work item’ link shown near the tabs section of the work item and the choose the 'Ticket' option from the dropdown.
In the resulting pop up, you can filter to search for the new type of Ticket process you want to create in two ways:
by searching by email route - you can specify the mailbox address which people would normally send emails into to create work items. Often an email mailbox represent a certain part of the business within which you want to create your new work item. As a useful shortcut we've added a feature here where you can search by mailbox and narrow down straight away the Ticket processes that you can choose from. Selecting a mailbox will filter the dropdown options to only the processes linked to that mailbox.
by selecting a Customer, Contract, Service and a Ticket process to launch (these will default in values if there is only one option to choose).
Please note that the Tickets available for you to launch will depend on the permissions settings in Builder. Additionally, you will also only be able to select a Ticket process from an email route that has been enabled in Builder (see here for more information). You will also only be able to select a Ticket process in Test Mode if the email route for that Ticket process has been configured to run in Test Mode.
You can then adjust the following settings for the Ticket:
Then click to Create. A link to the new linked Ticket will appear in the 'Links' tab.
A linked Case is a Case that is related to a Case or Ticket, but its parent Case is completely independent. This is useful when the parent Case’s Due Date is not dependent on some sub part being completed (e.g. by a different department).
To create a new linked Case from an existing Case or Ticket, click the ‘+ Work item’ link shown near the tabs section of the work item and the choose the 'Case' option from the dropdown.
In the resulting pop up, you can filter to search for the new type of Case process you want to create in two ways:
by searching by email route - you can specify the mailbox address which people would normally send emails into to create work items. Often an email mailbox represent a certain part of the business within which you want to create your new work item. As a useful shortcut we've added a feature here where you can search by mailbox and narrow down straight away the Case processes that you can choose from. Selecting a mailbox will filter the dropdown options to only the processes linked to that mailbox.
by selecting a Customer, Contract, Service and a Case process to launch (these will default in values if there is only one option to choose).
Please note that the Cases available for you to launch will depend on the permissions settings in Builder. Additionally, you will also only be able to select a Case process from an email route that has been enabled in Builder (see here for more information). You will also only be able to select a Case process in Test Mode if the email route for that Case process has been configured to run in Test Mode.
Then click to Create. A link to the new linked Case will appear in the 'Links' tab.
A Sub Case will behave according to its own specific configuration, but its “parent” Case will not complete until all of its Sub Cases have completed.
You can therefore only create a Sub Case from an existing Case.
To create a new Sub Case, click the ‘+ Work item’ link shown near the tabs section of a Case and the choose the 'Sub Case' option from the dropdown.
In the resulting pop up, you can filter to search for the new type of Sub Case process you want to create in two ways:
by searching by email route - you can specify the mailbox address which people would normally send emails into to create work items. Often an email mailbox represent a certain part of the business within which you want to create your new work item. As a useful shortcut we've added a feature here where you can search by mailbox and narrow down straight away the Sub Case processes that you can choose from. Selecting a mailbox will filter the dropdown options to only the processes linked to that mailbox.
by selecting a Customer, Contract, Service and a Sub Case process to launch (these will default in values if there is only one option to choose). Note that the Customer for a Sub Case will will be auto-filled as the same as its parent Case i.e. the Case you are creating it from.
Please note that the Sub Cases available for you to launch will depend on the permissions settings in Builder. Additionally, you will also only be able to select a Sub Case process from an email route that has been enabled in Builder (see here for more information). You will also only be able to select a Sub Case process in Test Mode if the email route for that Sub Case process has been configured to run in Test Mode.
You can then adjust the following settings for the Sub Case:
A link to the new Sub Case will appear in the Sub Cases tab and NOT in the Links tab.
The Sub Cases tab will show the following information for any Sub Cases under a Case:
Current State icon
Sub Case reference number and Case title
Action Count – The count of Actions associated with this Sub-Case
Owner– the Case owner(If defined)
Queue – the Cases Queue (If defined)
Due Date – The Case due date
Icon to expand the Sub Case to reveal its Actions
Reference numbers of Sub Cases can be broken down as follows:
The Links tab is where you can view all linked work items of a Ticket or Case.
Note that Sub-Cases created via the '+ Work item' link will still display in the 'Sub Cases' tab for the time-being, and do not show in the Links tab.
Within the Links tab grid you can a list of Linked work item, showing their reference, title, assignee, Queue and due date of a work item.
There is also an icon to unlink the work item if they have been linked in error.
You can also expand linked Cases to see their Actions.
If you don't have permissions on a certain business process, the work items from that process will be greyed out and you won't be able to open or edit them. You'll still be able to see higher level information about the work item, e.g. who they're assigned to, which Queue they're in and when they're due.
Setting | Detail |
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Setting | Detail |
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Setting | Detail |
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Title
You can modify the title of the new Ticket you are creating
Description
You can modify the description of the new Ticket you are creating
Category & Sub Categories
You need to select the category & sub categories of the new Ticket
Override Due Date
If your system has been configured this way (see here for more information), you can select to override the due date of the new Ticket you are creating.
Copy Defects, Files and Custom Data
You can share existing Defects, Files (including tags) and Custom Data from the original Case/Ticket with the new Ticket you are creating.
Copy work item communications
You can share work item communications i.e. emails (including email attachments) and notes between the original Case/Ticket and the new Ticket you are creating. Note that if you are creating a Ticket from a Case, this will only share Case-level communications, not Action-level communications or Sub Case communications. You can copy individual Action or Sub Case communications by sharing individual emails/notes from their comms timeline.
Disable Automated Emails
You can choose to send automated system emails to contacts tagged as the the primary contact, requester or subject.
Adding contacts
If permissions in Builder have been configured to allow you to do so, you can add multiple different contacts for the new Ticket and divide the tags between them.
Title
You can modify the title of the new Case you are creating
Description
You can modify the title of the new Case you are creating
Schedule
If your system has been configured this way (see here for more information), you must select a schedule for the new Case you are creating.
Override Due Date
If your system has been configured this way (see here for more information), you can select to override the due date of the new Case you are creating.
Copy Defects, Files and Custom Data
You can share existing Defects, Files (including tags) and Custom Data from the original Case/Ticket with the new Case you are creating
Copy work item communications
You can share work item communications i.e. emails (including email attachments) and notes between the original Case/Ticket and the new Case you are creating. Note that if you are creating a work item from a Case, this will only share Case-level communications, not Action-level communications or Sub Case communications. You can copy individual Action or Sub Case communications by sharing individual emails/notes from their comms timeline.
Adding contacts
You can add multiple different contacts for the new Case and divide the tags between.
Override Due Date
If your system has been configured this way (see here for more information), you can select to override the due date of the new Sub Case you are creating.
Description
You can modify the description of the new Sub Case you are creating.
Schedule
If your system has been configured this way (see here for more information), you must select a schedule for the new Sub Case you are creating.
Adding contacts
You can add multiple different contacts for the new Sub Case and divide the tags between them as you need.