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'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.
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.
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'.
