Loading...
Loading...
Loading...
Loading...
Loading...
Loading...
Loading...
Loading...
Loading...
We've made improvements to the time tracking feature available for Tickets, Cases & Actions to show more information and make them easier to work with.
You can now more easily see the previously recorded times that Agents have worked on an item, and you can expand the card to full screen mode to view richer information about edits made to these previously recorded times, including who made the change, when, and what it was changed to.
An overview of the new features in v2022.3 of Enate
In this release we've focused on two main themes to make your Work Manager slicker and more productive.
You can check out this video for a more general overview of the changes in v2022.3, or you can check out the individual sections for more details.
We've given our notifications a major overhaul, providing operations users and Team Leaders lots more features and fine-tuning options so they're actively kept informed about activity on the Tickets, Actions and Cases they're interested in.
We've taken on board feedback about adding more features in this area with enhancements to your timeline, time tracker and in particular to file management for your Tickets, Actions and Cases.
You can check out a list of the new Features, Enhancements & Bug Fixes we've included in this release in the following sections. For a more extensive list of changes including API changes, Data Warehouse Changes and any Breaking changes, see the dedicated Release Notes section.
Enate's Notifications keep you up to date on what's happening with any Tickets, Actions and Cases you're interested in to keep you in the loop at all times. You've got lots of flexibility with how you receive notifications, in terms of which items you follow, what events you're notified about for them and how they're delivered to you.
You've got various options at your disposal:
Follow individual Work Items
Follow all Work in your Inbox
Follow all work in your Queues
You can choose to get notifications about a particular work item - just open it in Work Manager and click the 'Follow' option in the header bar.
While you're following a work item, you'll receive a notification whenever any of the events you have selected in your Notification Settings occur - things like changes in state, changes in its assignee, etc. If you have chosen to also be notified by browser pop-up and /or email, you will receive copies of your notifications via those channels too.
You can follow a work item in any state except Draft and Closed.
You can only follow work items that you have permissions on.
You will never automatically be set to following an individual work item.
You can only follow an individual work item by manually clicking to follow it from its work item screen. The one exception to this rule is when you're following a Ticket and that Ticket is subsequently set to split. In that circumstance you will automatically be set to follow all the Tickets that the original was split into.
When you click to follow a work item, you will only be set to following that work item and not work items that are related to it e.g. other Actions in a Case, or any linked work items.
If you choose to follow an Action and that Action's parent Case gets reworked, you will not be notified when that Action automatically closes as part of the rework, and you will not automatically follow that Action when the new one is relaunched from the new Case. If you want to follow the Action again, you can select to do so manually.
You can 'Unfollow' a work item at any point by clicking 'Unfollow' from the work item screen.
You can only unfollow a work item by manually clicking to unfollow it or if the work item moves to a state of Closed. When a work item moves to Closed, all of the users who were following it will be set to unfollow.
You can choose which notifications you want to receive and how by going to your User Settings and clicking to view your Notification Settings.
In addition to choosing to follow an individual work item, you can also use the notifications settings page to specify more generally which notifications you want to automatically receive. There are two parts to this:
First, you specify which work items you want to receive, e.g. item's in your own Inbox.
Further to this, you specify which events about those work items you want to be notified about.
See below for details ..
You can choose to receive notifications for work items in your inbox and/or for work items in your Queues.
In addition to this, you need to choose which events you want to be notified about for these Work Items.
The options are as follows:
Note that you will only ever receive one notification about the same event for a work item.
For each event you subscribe to, you will automatically get notified in Work Manager in the Notifications Centre (via the Notifications icon in the header bar) - with a counter showing the number of unread notifications. However you can additionally choose if you also want to be notified by email and/or by browser pop-up.
The Notifications icon shows you how many unread notification messages you have.
Clicking on the Notifications icon will display your Notifications Centre.
This will show the notification messages you have received (displaying the latest 100 notifications), sorted into 'All' and 'Unread'.
Clicking on the notification will take you to the work item it relates to.
You also have the option to mark individual and (from the elipses menu) all notifications as read.
The Do Not Disturb option turns off all email and browser pop-up notifications. Note: you'll still continue to receive notifications in your Notifications Centre.
You can adjust your notification preferences by clicking on the 'Notification Settings' option or by going to you User Settings and then clicking to view 'Notification Settings'.
Notifications will be sent in the user's preferred language. If a user switches to a different language, all previous notifications will remain in the previous language, but any new notifications will appear in the new preferred language.
If you have Browser pop-up notifications turned on, whenever a notification is generated they will appear on the bottom-right of your screen. Clicking on the link to the work item will take you direct to that work item.
Browser pop-up notifications will appear on any screen as long as you are logged into a Work Manager session.
You may need to adjust your browser settings in order for browser pop-up notifications to appear. If you need to do this, you will be alerted in the Notifications Centre.
To adjust your browser settings, go to Settings > Privacy and Security > Site Settings > Permissions > Notifications and adjust the settings to ensure that sites can send notifications to your browser.
Note that if Do Not Disturb is on, email notifications and browser pop-up notifications will be disabled and will no longer appear until Do Not Disturb has been switched off. Additionally, browser pop-up notifications will not appear when the browser is in incognito mode.
Email notifications will be sent to the email address that is configured for users in Builder.
The address that the email will be sent from is Unmonitored Email Address that has been configured in Builder.
Email notifications will contain a link to the work item they relate to. If a user is already logged in to Enate, clicking on the link will take them straight to that work item. If the user has logged out, clicking on the link will take them to the Enate log in screen. Once they have logged in, they will be taken straight to the work item.
Note that if Do Not Disturb is on, email notifications and browser pop-up notifications will be disabled and will no longer appear until Do Not Disturb has been switched off.
In addition to seeing your notifications within the Work Manager Notifications Centre, as browser popups and via email, you can also set to see your browser popups within various parts of your Desktop, e.g. in your windows start menu and on your machine's lock screen.
Sounds can also be turned all turned on within your desktop's notifications settings to allow for sounds to play whenever a desktop notification shows.
You can choose to turn off ALL notifications by selecting this option in your User Settings tab at the top of the Notifications Settings section.
While this option is switch on, no notifications will be generated for you. Your preferences will have been saved for when you want to turn notifications back on.
Note: If and when you choose to resume notifications, the system will begin to generate new notifications for you but any which would have been generated in the interim period will not be retrospectively created.
We have made significant enhancements to how you can view and manage files and links in Tickets, Actions and Cases. The Files Card which was previously displayed in the side bar has now been expanded and relocated to the 'Files' tab in the main part of the work item screen beside the Timelines - this is where you can now add files and links and view those that have been added to the work item.
The files tab shows all of the files and links that have been added to that work item and its related work items, plus attachments for incoming and outgoing emails..
Any files/links for the current work item which is open are displayed at the top of the files tab, and any for its related work items are shown in a separated section below this. Items are sorted by the date/time they were uploaded with the most recent at the top.
You can see the name of the file, what type of file it is, its size, who uploaded it (and when), plus the reference number and of the work item it was uploaded to. You can also see the tags and notes that have been added to the files.
Various icons help you to identify further information:
Standard file attachments are denoted with a paperclip icon:
Links are denoted with a links icon:
Attachments from incoming emails are denoted with a green email icon:
Attachments from outgoing emails are denoted with a blue email icon:
All files in the files tab are available to add as attachments to any outgoing emails and links are available to add to the email body.
Please note that when upgrading from versions older than 2022.3, the files attached directly to a work item will all show in the 'Other work items' section without a reference number. Email attachments for this work item's emails will show in the 'Current' section however.
If the work item is assigned to you, you can add files and links to a work item in the Files tab. Multiple files can be uploaded at one time. Click the upload links at the top of the tab to upload.
You can also drag and drop files into the files tab to upload them.
Note: The maximum size per file is 100.00 MB.
By default, all types of files can be uploaded, however filetypes can be restricted by specifying acceptable types in the general settings section of Builder.
Tags can be added to files and links. Tags help you to add structure to your files - important when sending out information. The tag titles available to you are set in Builder.
You can also add tags to multiple files and links at once by selecting one or more items and using the icon which are then displayed in the Files tab header.
Once tags have been added, the files/links will become available for auto-adding to emails with matching tags, allowing you to ensure that all documents of a relevant type are included with specific emails / email body content.
When a canned response text is inserted into a manual email or when a new email is auto-created and sent in-process, the system will identify any tags linked to the canned text / email template and will then auto-attach all of that work item’s files which share the same tag. Tags are linked to the canned response / email content as part of system configuration by administrator users in Builder when creating email templates.
Tagging files is also an important feature for processes which involve automation technology. Example: if a downstream automated Action needs to know which of the files you’ve attached to your Case is the ‘Invoice Confirmation’ file, you can tag the relevant files as such and, no matter what the file name, the automation technology would know to select that file based on its tag. Such external automation technology can equally well supply tags as part of uploading documents into Work Items in Enate for further downstream manual / automated use.
Note: If file tags are not configured in your system then this ‘add file tag’ option will not be displayed.
You can also add notes to files and links to provide a brief description of the content or to provide any other information that might be useful.
You can also add notes to multiple files and links at once by selecting one or more items and using the icon which are then displayed in the Files tab header.
The menu on the right lets you preview an individual file. The preview will open in a new tab.
If the file is not previewable, a confirmation banner will pop up to explain this, and to offer an option to download the file. The file types supported for preview are as follows: txt, pdf, jpg, jpeg, jpe, jif, jfif, jfi, png, gif, web, tiff, tif, heif,heic, svg, svgz.
You can download individual files by clicking on the option in the menu on the right.
You can download multiple files at once by selecting the files you wish to download and selecting the option at the top of the screen. These can be downloaded as multiple individual files or as a single compressed ZIP file via the ZIP download option here.
Please note that you cannot currently delete Files or Links from the Files Tab.
You can filter the files and links being displayed in the files tab by using the filter option at the top. You can filter by: Attachments, Outgoing Email Attachments, Incoming Email Attachments and Links.
There's also a freetext search available to help you locate individual files or links. You can search based on the various text groups on display - Filename, Tag info and Notes texts.
We have made improvements to the timeline by adding more useful information to it.
Case Rework history is now being shown in the Case timeline, including information such as who set the Case to rework, when it was set to rework, and the Step number and Action it was set to rework from.
You can select to see Case rework history in the timeline by selecting the new timeline filter feature.
To enable more effective SLA management, we have added the option to see when the Due Date has been changed in the timeline.
If the due date has been updated you will see the new date / time it has been changed to, who changed it, when the change was made and the reason. The reason for the change could be a manual override, Case step change or Ticket category change (maybe linked to due date methods).
You can select to see when the Due Date has been changed or when the Due Date has been missed by selecting the associated options from the timeline filter.
Additionally you can now choose to see Ticket category changes in the timeline by selecting the 'Ticket Category Changed' option from the timeline filter.
The entry in the timeline will show who changed the Ticket category, when they changed it and what it has been changed to.
We have added the option to edit the short description of a Case in Work Manager.
If the new 'Allow Title Change' option has been set in the Case Info screen in Builder, it will be possible for Work Manager users to edit the short description of a Case.
This is the title that will then appear at the top of the Case's tab.
This is the title that will also appear in the 'Title' column of the homepage grid.
In conjunction with this, if the short description of the Action's Case has been edited, the title of the Action that will appear at the top of the Action's tab will now be made up of the Case's short description and the Action's title.
This is also the title that will also appear in the 'Title' column of the homepage grid.
Users are now able to unassign work items in any state, including in Resolved (with the one exception to this being 'Closed').
Users are now able to select not to send ANY auto-generated emails for Tickets out to a specific email address if it's included as a To, CC or BCC address. This can be done from the 'Blocked Email Addresses' tab by selecting the new 'Disable all auto-generated emails to this address' option. Previously, a feature to avoid sending such emails out to specific addresses was only available at the point of Ticket creation - this new option extends this capability to cover all scenarios within a Ticket.
This section contains the change log and information about known issues, breaking changes, API changes and the data warehouse for v2022.3.
2022.3.8.0 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 2022.3.8.0. 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 2022.3 builds up to 2022.3.8.0.
2022.3.7.0 is a HotFix release that contains four bug fixes and one enhancement.
There are no new breaking changes, additional breaking API changes or additional known issues for this release.
The change log for 2022.3.7.0. contains a detailed list of the enhancements and bug fixes which have been included in this release. A downloadable copy of the New Features & Enhancements Change Log and the Bug Fixes Change Log are available below.
2022.3.6.0 is a production release that contains a number of enhancements and bug fixes.
The change log for 2022.3.6.0. contains a detailed list of the enhancements and bug fixes which have been included in this release. A downloadable copy of the New Features & Enhancements Change Log and the Bug Fixes Change Log are available below.
Below is a document with details of all API Changes in 2022.3 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 2022.3 release.
Recommendation for best use of API breaking changes documentation is as follows:
Read through the breaking changes information for APIs.
It's now possible to set the system to automatically create a new external Contact record when incoming emails arrive which contain new email addresses.
The new setting to allow this is found in Builder's section, and is set to ON by default, i.e. to enable automatic creation of contacts from emails.
Note that when such a new contact record is auto-created, the company it gets linked to will depend on the contact scope setting in place: If it's set to 'Global', or 'Global and Local', the auto-created contact will have a Global scope, i.e. not linked to any specific company. If it is set to 'Local', the auto-created contact will be created under the company that the related Work item exists under.
The system will auto-populate the first name and last name of the contact based on the email display name. More specifics on this:
If there is a space in the email display name, anything before the first space will be used as the contact's first name and anything after the last space will be used as their last name. For example, if the email display name is 'John Smith' then the contact's first name will be auto-filled as 'John' and their last name will be auto-filled as 'Smith'.
If there is a comma in the email display name, anything before the first comma will be used as the contact's last name and anything after the comma but before the space will be used as their first name. For example, if the email display name is 'Smith, John' then the contact's last name will be auto-filled as 'Smith' and their first name will be auto-filled as 'John'.
If the system can't auto-fill the first name and last name with confidence, then the contact will be auto-created without a first and last name and the user will be prompted to fill this themselves when they submit the work item.
Additionally, a new standard column has been added to the Contact Management Page called 'Auto-Created' that lets users see which of their external contacts have been created automatically, and which have been created manually.
Please note that once a contact that has been auto-created has had edits made to it, it will no longer display as an auto-created contact in the 'Auto Created' column of the Contact Management Page.
We've added a new Allocation method in Builder: You can now allocate work based on Contact Tags. You do this by selecting the 'Contact Tags' option from primary or secondary allocation method dropdown in the allocation window.
You then choose which specific contact tag value you would like that piece of work to be assigned to from the 'Contact Tag' dropdown.
At runtime, the system will look for users associated with the work items which have been tagged with the configured user type tag, and allocate the work to them. If multiple users share this tag, the system will select the user with the least amount of work items in their inbox to allocate to.
If you do select a Supplier Company, the Contact Tag can only be used by service agents with the same Supplier Company.
Please note that the Supplier Company cannot be changed after the Contact Tag has been added.
| Work Item Type | Detail | Notes |
|---|---|---|
| Type of Notification | Detail | Notes |
|---|---|---|
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 in our main Help section for more info.
The list of contact tags you can choose from are defined in the .
You now have the option to set Contact Tags as global so they can by used by any service agent, regardless of their Supplier Company. You can do this when adding a new and leaving the Supplier Company field blank. The Contact Tag will then be classed as global and can be used by any service agent, regardless of their Supplier Company.
My Inbox
You will receive notifications for work items that are in your inbox i.e. work items that are assigned to you.
This is switched on by default for all users.
My Queues
You will receive notifications for work items that are in Queues that you are in and/or manage.
This option is switched on by default for Team Leaders.
New Information Received
A new email or Self Service Note has been received on the work item
Users subscribed to receive notifications for a work item in its related group to this (e.g. Case/Actions or the child/parent of a split Ticket) will also receive the notification.
Work Item Assigned to Me
Assigned user of a work item has changed to me
Only the person the work item is being assigned to will receive the notification.
New Work Item into Queue
Assigned Queue of a work item has changed to a Queue that I am in and/or manage
New File Added
A new file has been manually uploaded by an agent to the files tab of the work item
Users subscribed to receive notifications for a work item related to this (e.g. Case/Actions or the child/parent of a split Ticket) will also receive the notification.
Due Date 'At Risk' Reminder
Due date of the work item is deemed to be at risk. This is calculated by subtracting the expected time for the work item to take with an additional 30 minutes from the due date/time.
E.g. if the work item is due to be completed at 17.00 and the time expected to complete the work item is 1 hour, the Due Date 'At Risk' Reminder will be sent at 15.30.
Note that this notification will NOT be sent if:
the work item is in a state of Draft
the work item is in a state of In Progress and assigned to a user
the work item is in a state of Waiting AND its due date has been configured with the option 'Add Wait Time To Due Date'
Anyone subscribed to receive notifications for the parent of this work item (if there is one) will also receive this notification.
Work Item is Overdue
The due date of the work item has been missed and it is now overdue.
Anyone subscribed to receive notifications for the parent of this work item (if there is one) will also receive this notification.
Action Rejected
A robot has actively rejected an Action, or repeatedly failed to process it.
Anyone subscribed to receive notifications for the parent Case of the Action will also receive this notification.
Case Needs Attention
A Case has encountered a problem and requires intervention before it can proceed.
Users subscribed to receive notifications for a work item Related to this (e.g. Case/Actions or the child/parent of a split Ticket) will also receive the notification.
Peer Review Completed
The peer review of an Action has completed
Anyone subscribed to receive notifications for the parent Case of the Action will also receive this notification.
