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.

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.

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.

New Due Date Method

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.

Updates to Ticket Templates

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).

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.

Enate Email Deduplication Logic

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.

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.

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.

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.