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Work Manager
Self Service
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2020.1 Production release
Work Manager
Self Service
2020.1.10.0 released on Friday, 4th September 2020
1. Introduction
This document highlights the main changes in functionality between version v2019.5 of the Enate Software and the new version, v2020.1.
This document does NOT contain a comprehensive list of all changes & fixes between v2019.5 and v2020.1 - This document should be used in conjunction with the release log of all changes for this version of the software for such a comprehensive list.
2. Work Manager Changes
This section details the changes / new features in v2020.1 that can be found in the Work Manager operations environment.
2.1 Tagging Files
Tags can be added to files in the File card of work items. The tag titles available to you are set up in the Builder app by your system administrator. This will allow you to bring better structuring to your files when mailing out information.
Once added, tags will display in the files card, and will make them relevant for auto-adding to emails with matching tags (see ‘Auto-attachment of files to email content’).
Tagging files is also an important feature for processes that 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.
Note: If file tags are not configured in your system then this ‘add file tag’ option will not be displayed.
2.2 Auto-attachment of files to inserted Email Content with matching Tags
When a new email is created in-process, or when a canned response text is inserted into a manual email, the system will identify any tags linked to the email’s / canned text, and will then auto-attach all of the work item’s files which share the same tag. Tags are linked to emails / canned response content as part of system configuration by administrator users in Builder
2.3 Editing of Data by Peer Reviewers
When performing peer review on a work item, users are able to edit the data within the action. This allowing the reviewer to make some data changes as part of their review activity. There are only two types of data which remain read-only when being peer-reviewed, at the checklist line item level: the checklist confirmation dropdown, and the checklist completion notes.
2.4 Adjustment to Time Tracker display when editing current time
In the Time tracker, manually editing the current time-on-task will now save that modified time as a new row in history. The ‘time on task’ will display the auto-running count of the time since the user started the manual edit.
The previous logic was that the manually entered value continued to increment.
2.5 Integration with ABBYY FlexiCapture OCR Technology
A. New Action Type: ABBYY FlexiCapture Integrated Action
Enate is now able to provide integration with ABBYY FlexiCapture - this is achieved through the use of a new action type: an ABBYY FlexiCapture integrated Action (see Builder section for guidance on how to create and configure this new action type).
When this action runs for any case, documents attached to the case can be submitted to ABBYY FlexiCapture for OCR Scanning and the processed output files will be returned and automatically attached to the case. Which documents are submitted will depend upon whether file tagging logic is in play:
• If a file tag has been specified in the action configuration then only files with this tag will be included in the scanning OCR activity,
• If no file tag has been specified, all files attached to the case will be scanned and processed.
B. ABBYY Action – Manual Verification Feature
On-screen User Feedback
There are various steps during the processing of an ABBYY Action in Enate. At each step, on-screen feedback informs the user of what is happening. You’ll see confirmation of when the documents have successfully been submitted to ABBYY:
If processing completes with no issues and no manual intervention is required, you’ll see confirmation of this:
Manually Verifying ABBYY Document
In some circumstances, documents being processed by ABBYY may require verification by a human, which can be carried out via Enate. When this is NOT required, the Enate Action will confirm successful submission of the documents to FlexiCapture on screen:
Additionally, a reminder text will display in next to the action status to reaffirm that manual verification must be completed in ABBYY before continuing:
When you click on the green ‘Verify’ button it will open the relevant verification task in ABBYY FlexiCapture. Please note, a valid ABBYY FlexiCapture accounts with permissions to carry out verification in the chosen project will be required for full access.
Once you are logged in (instant access will be granted if your browser is already logged into Flexicatpure), the user will be presented with ABBY FlexiCapture’s verification station screen to review and adjust information as necessary, then mark as complete:
After Completing Manual Verification
Once you’ve finished the manual verification, the screen will confirm this has been done, but will note that there was an expectation which required manual intervention:
File Visibility after processing ABBYY Activities
Once OCR processing is complete any exported files are attached to the case, visible in the Files section. Note: If explicit ‘Output file tags’ have been set for a given ABBYY action (see your administrator for how to do this), then ABBYY will apply the output tag to all files which it processed, ready for use in downstream activities.
If manual verification was not required, i.e. the OCR batch-processed without any human intervention, the action will automatically close once processing is complete.
Only filetypes supported by ABBYY v12 onwards will be submitted. See the following link for a list of formats supported by ABBYY:
2.6 External Contacts creation prompt for new email addresses
When you send out an email that contains new email addresses (i.e. not linked to existing contacts), the system will display a popup to allow you to allow the user to create them as new contact records.
If there are any email addresses for which you do not wish to create a new record, simply hover over the row and click the delete icon. Additionally, there is a ‘Do not show this again’ checkbox which when clicked will ensure you are not presented with this popup for subsequent new email addresses (this can be switched back on again in the user profile section along with the mail signature settings.
2.7 Visibility of ‘Started By’ and ‘Started By Method’ for Work Items
The method by which a work item was started (e.g. Incoming Email, Call handling) and who it was started by are now available in the data warehouse for reporting, and in various features of Work Manager:
• In the Information Card on Work items
• The Display settings of the Home Page
1. Optional columns to display in the main grid
2. Variables to group the Bar Chart BY
• The Views Page, as available columns, sort criteria, and query variables.
‘Started By Method’ usage in Expressions
The method through which a work item was created (e.g. via incoming email / from a ticket etc.) can be used when creating a condition in case flows. The values available for this are as follows:
• Workflow – started by another work item as part of a flow, e.g. an action started by a case.
• Manual – started by Agent in Work Manager
• Self Service – started by the incoming self-service request
• Robotics – Started by RPA Robot
• Email – started by incoming mail
• Ticket – started by ticket
• Bulk Upload – loaded vi bulk uploads excel file
• Schedule – started automatically at a specified date/time by a system schedule.
2.8 Rework Enhancements
A. Auto-Assignment of Actions started while Case is in Rework
When an Action is started in a case that is currently in rework, the Action will auto-assign to the same user who previously performed the same action (either the user who completed the action or, if it was not completed previously then the last user it was assigned to).
Note: If “Keep Actions with Me” is selected on the Case, the ‘keep with’ logic will take precedence.
B. Select Step / Action to restart Case from
Users can now optionally choose a specific Action within a Step to rework from instead of restarting from the beginning of the Step.
In order to re-evaluate the Case Conditions, rework must be started from the start of a step. Further specifics on this:
• Users cannot rework from an Action which was started as an ad-hoc action.
• Users are still limited to reworking from steps prior to the current one, and so are also limited to choosing actions from within prior steps.
• If rework is performed multiple times then there may already be downstream steps that were previously completed - however they are not eligible for selection as restart point.
C. Selecting Sub-Cases & Ad-Hoc Actions to be closed as part of Rework
When rework is started on a Case, the user is shown a list of running Actions and Sub Cases. The User can select which manually started Actions (Ad-hoc Actions) and Sub-Cases should be terminated when Rework begins.
Running Actions that were not started as ad-hoc activities, i.e. those started as part of the process flow, will always be automatically terminated when the Case is set to rework.
2.9 New Action Type – Wait for Sub-Cases to Complete
A new Action type ’Wait for Sub Case to Complete Action’ has been added to Enate. As the name suggests, once running this action will wait for all currently running Sub-cases for this case to reach completion before allowing the case to close.
This will show to users on the Actions tab of the Case screen:
The status tab will also explain that the action is waiting for subcase completion:
If you try to manually complete the action, the system will display an alert message informing you that the main case will no longer wait for sub-case completion before it completes itself.
2.10 Updated time is now updated on Custom data field
The DateTime on which custom data field values are updated is stored in the Enate database and can be used for subsequent reporting.
2.11 Custom Data Override Warning
If you have a work item open and are modify custom data, Enate will check for any data conflict when you go to update the work item. Specifically, a check will be made to see if another user has accessed the work item and changed any of its custom data since you opened it. If so, a confirmation message box will be displayed to you asking whether you wish to proceed with your update (which will override their changes) or instead cancel and refresh your screen to see (and keep) those latest changes. image
2.12 New Information Received – Updated GUI
The Status of an action’s parent Case is displayed in the Info card of the action. Additionally, if new information has been received on the case this will highlight in the action’s Info card.
2.13 Option to Reopen Cases during Feedback Window
Cases can be set with a feedback window (e.g. 2 weeks) allowing the requester some time within which to come back before the case is fully, irrevocably, closed. During this period it is possible to reopen the case.
• A Case will automatically re-open if (during the feedback window) an email is received or a Ticket is merged into it.
• A Case can manually be re-opened by a user using the “Reopen” button which presents on a completed Case which is within its feedback window.
The Feedback window for a case is set in Builder as part of the Case process configuration.
2.14 Usability Improvements
A. Canned Response Grouping
Show content from Service Line
When writing an email, the canned texts popup will show you all email canned texts available for the Service Line you are working within.
A ‘recently used’ option is also available to select from the dropdown list, allowing fast access to the more relevant canned text.
Show by Language
Users can also select content from different languages (defaults to showing content for the user’s language)
B. Select & Edit multiple Files in Files Card
A select option is now available in the Files section when multiple files are loaded. Upon selecting this, download & delete options are displayed to allow you to download/delete one or more files.
Delete option is hidden when an email attachment is selected
3. Builder Changes
3.1 Case Conditionality
Users can configure a condition at the start of a Step to specify multiple optional flows of Actions which the Case could choose to execute, depending upon which condition is met. The link to set multiple conditional flows is available in the ‘add’ popup of a Step in the Case’s flow configuration screen.
When you choose to define a condition at the start of a Step you will be presented with the ‘Create Condition’ popup (and the ‘Edit Condition’ popup should you choose to modify the rule subsequently), set with default rows for you to define your initial condition, and the facility to add further.
A. Configuring a Condition
Configuring a condition is simple: Set a name to be shown in the flow diagram, then select the field you want to be checking against from the ‘Field’ dropdown (This can be a system attribute or a custom data field) and define a number of conditions.
As each option is configured, a ‘branch’ is added under the Step, to which actions can then be added as normal.
B. Configuring a Condition – Advanced Mode
When you’re building these conditions, Enate is constructing them in C# scripting in the background. You can always easily define simple conditions in the way described above, but if want to expose that underlying scripting code to make some advanced adjustments you can easily do this by selecting the ‘Advanced Mode’ icon in the condition popup screen:
image for canny
Doing so will expose the underlying Expression being created in the condition and allow you to make adjustments and even write your expressions from scratch.
This allows more advanced users with knowledge of C# to write complex conditions involving standard C# functions such as Substring on a string or Day, DayOfWeek, DayOfYear on a Date, etc., exposing huge amounts flexibility to model your conditions against any number of business scenarios.
Furthermore, the “value” of a branch can also be defined in a C# script. For instance, it is possible to compare 2 field values by entering the value as a field such as [workItemStartDate]. See below for an example.
Note: A regularly used condition which is not currently accessible via the Simple view is: WorkItemHasFileWithTag("file tag name"). It is available in Advanced mode.
There are a number of important aspects to take into account when writing these expressions in C#, for example, case sensitivity and awareness of .Net Datatype for each of the Enate Datatypes. Please see the APPENDIX for more detailed information.
Testing Your Expression
Once you have written expression in Advanced mode you can validate it using the “Validate” button. This will check your script for syntax errors. For example, an expression of “[customerName].ToLowerInvariant()”, which has a typo in the ToLowerInvariant reference, would produce a validation error of:
Expression: (1,37): error CS1061: 'string' does not contain a definition for 'ToLowerInvariant' and no accessible extension method 'ToLowerInvariant' accepting a first argument of type 'string' could be found (are you missing a using directive or an assembly reference?)
This error will also be accompanied by a link to the Microsoft help page related to your syntax error. In this example there is.
You can also test your expression on the free dotNetFiddle website (). Simply click the “Open dotNetFiddle demonstration” link on the Condition Popup and press the “copy” button to copy an executable (and commented) version of your expression and branches to the clipboard. Then in dotNetFiddle paste the script.
In dotNetFiddle, you can change the test values to replicate different scenarios.
For example, for the following condition:
The following script is produced to test in .Net Fiddle:
When running the script you can see the output branch is “default” because the default test value for “customerName” is “This would be the Customer Name” which is not one of the outputs. You can change the test value in the variables block near the top of the script:
If we change the text value to “my first customer” then the script result is “Customer 1” indicating that if used at runtime Enate would run the Actions under the Customer 1 branch.
Sample Expressions
Writing C# is beyond the scope of Enate Training however some sample functions which may inspire you are:
Case-Insensitive Customer Name:
Expression: [customerName].ToLowerInvariant()
Branch Values: “my first customer”
“my second customer”
The value for the branches must also be in lower case. The use of the ToLowerInvariant() method is preferred over ToLower() as a C# best practice.
Case Started on Particular Day of Week:
Expression: [customerName].DayOfWeek()
Branch Values: DayOfWeek.Monday
As per the documentation for the DayOfWeek property () the result is value of type System.DayOfWeek ().
Last Action Completed within 3 days of the Case Starting:
Expression: [workItemStartDate].AddDays(3)
Branch Values: [lastActionEndDate]
Note: The Condition of the branch should be set to “Less than”.
Last Action Completed on the same days as Case Starting:
Expression: [workItemStartDate] .Date()
Branch Values: [lastActionEndDate].Date()
Note The use of “.Date()” removes the Time component of the value; comparing only the date.
3.2 Copy/Paste Actions in Case Flow Configuration
Actions can be cut, copied, and pasted within Case flow diagrams in Builder. As part of editing the actions within the case diagram, three additional buttons are now available to give more flexibility of copying / moving actions from one chain and pacing in another in the diagram. image
Note: This feature is available within a single Case diagram – copy/paste between different processes or systems is not currently supported.
3.3 Integration with ABBYY FlexiCapture
Enate is now able to provide integration with ABBYY FlexiCapture (v12 and above). In order to do this you should first configure the required integration settings with an ABBYY instance, then add an ABBYY action to your Case process flows
A. Setting up an ABBYY FlexiCapture Integration
In order to enable ABBYY FlexiCapture integration, a connection to an active ABBYY instance must be configured. These settings are accessed from the OCR Connection icon link on the top menu bar. image
Add a connection in the subsequent screen and fill in the information as required.
The Username and Password supplied must be from an account that has Scanning Operator, Verification Operator, and External User permissions. The URL should be the root URL for the FlexiCapture installation including HTTP or https as appropriate i.e. for an installation accessed at , you should specify for the URL.
The Name field is a friendly name for use while selecting the platform during the subsequent set up of an ABBY OCR action. Once the connection is configured and successfully tested Enate will automatically sync project lists with ABBYY; ABBYY projects do not need to be manually added to Enate.
Important note: The ABBYY server must be accessible from the Enate Application tier AND from the browsers of your end-users. In the case of Enate SaaS, this means that ABBYY must be internet-facing.
B. Creating an ABBY FlexiCapture Action
Once this connection is configured, you can select the ‘CaseFlow Masters>ABBYY FlexiCapture Action’ option when creating a new Action Type in Case flow diagrams. image
Once an ABBYY FlexiCapture Action has been added to your Case configuration, a new section will display in your Actions grid. Select this ‘ABBYY FlexiCapture Info’ tab and configuration the action as required: Select the relevant ABBYY Platform and Project.
You can also specify an Input File Tag and Output File Tag. The logic for these is as follows:
• Input File Tag - if this is selected then only files on this action marked with this same tag will be picked up in the ABBYY batch. If no tag is selected then all files will be included for processing by ABBYY FlexiCapture.
• Output File Tag – all files processed by this action will be tagged with the output file tag value when they are transferred back through to Enate.
Usage of retired ABBYY Platforms
As an additional validation check, when configuring case flows that include ABBYY actions, if any of the referenced platform are now deleted, the system will prompt the user to replace this with an active ABBYY Platform.
3.4 Email Templates
Email Templates are defined in Builder and are set at a global level – i.e. any email template defined is available for use within any process. They are accessible from the email icon link in the toolbar, under the ‘Templates’ section of the email screen.
A. System Email Templates
A number of System email templates are available by default. These can be edited but cannot be deleted, and new system email templates cannot be created. Current system email templates are as follows:
• New User
• Forgot Password
• SSO Forgot Password
• Password Reset Confirmation
Please Note: Default Email Template content is supplied in English only, however you are able to manually specify translations in other system-supported languages.
B. Action Email Templates
Action email templates can only be edited, they cannot be deleted and new ones cannot be created. Action email templates available are as follows:
• Action Overdue
• Action Reminder
• Action Required
C. Ticket Email Templates
Ticket email templates are fully editable, and new ones can be created. Ticket Email Templates available by default are as follows:
• Ticket Logged
• Ticket Split
• Ticket Rejected
• Ticket Launched Case
• Ticket No Response
D. Feedback Footer Templates
Feedback footer templates are fully editable and new ones can be created. The same GUI is used for defining Feedback Footer templates as for Email Templates, however it’s only the HTML Body content that you define which will be used – it will be appended to the bottom of whatever email is being sent (if it’s configured to do add footers in). Any Files & Subject text configured which you might (irrelevantly) set when you’re defining a footer template will be ignored; only the body text is selected.
E. Creating Templates
There are a number of different attributes which can be defined when creating/editing Email Templates
General Info Tab
The General info tab is used for defining the key information of the template:
• Name: In addition to a friendly name for subsequent selection
• ‘Purpose’ dropdown determines what the template can be used for (this is the type of template as defined above). Please note: This is set permanently when you are creating the template and cannot be modified subsequently. image
• Description of the template
• Subject of the email.
• Email Body – The contents of the email, along with rich text formatting.
System fields
System fields can be inserted into the Subject and the HTML Body. They take the form of the field name surrounded by square brackets e.g. [customerName]. Only fields recognized by the system will be replaced, to avoid false matches on the email e.g. [this text would remain in the email].
Note: This tab provides the English (default) version of the email content, with definitions for alternate languages definable on the ‘Translation’ tab.
Files Tab
The files tab defines attachments that will be added to an email by default when this template is used.
Please note: If files are attached to a template they should be provided for each language used. Tags provide a way to automatically attach attachments from files in a work item. Any tagged files on the work item which share the tag set for this email template are added as an attachment when it is sent.
Translation Tab
The content for each language is provided on this tab. If content for a language is not provided the system will use the regional default language or otherwise will fallback to English.
Usages Tab
The Usages tab is available for Canned Text templates and lists the service lines where this piece of email content is being used, along with the total count at the top of the screen.
Subsequent Editing Email Templates
The editing of the email template is carried out in the same way.
Email Template Names are Localisable
Please notes that email template names can be set in multiple languages in the ‘Language Configuration’ of Builder, allowing users working in that language to choose the template with a name set in this language.
3.5 Canned Response Configuration in Builder
In the ‘Canned Response’ tab of the email section in Builder, you can create reusable standard texts available for service agents in Work Manager to add to emails they write. Their availability is defined at the SERVICE LINE level - create the content for a Canned Response within the Templates tab and then set within the table on the ‘Canned Response’ tab whether they are available for a Service Line or not.
Canned Responses use Email Templates which are set with a Purpose of ‘General’, and provide the same functionality as email templates. The only difference is the email template is used as the content for an in-process auto-generated email whereas a canned response section is added manually by a user when composing an email to send out from a Case/Ticket/Action. Additionally, more than one canned response can be added to the same manually composed email. Attachments and tags are managed in the same way as for templates.
3.6 Defining File Tags
File tag configuration is managed in Builder, accessed from the Settings menu dropdown.
This will bring up a File Tags popup where tags can be created, updated, and deleted. Search functionality provided to make locating of specific tags easier.
File tag's names should be unique.
If the description of a file tag is too big then its will be displayed in the tooltip
If a file tag is marked as ‘Hidden’ it will not be accessible in Work Manager by users.
Please note: Deleting a file tag will remove it from all running work items.
3.7 Email Triage within Email Routing
A. New Email Categorisation Feature
Email Categorisation Rules can be defined within an Email Routing to provide more fine-tuned triaging and routing of an incoming email – when we make decisions about where to send an incoming email (what kind of work item to create), we can not use information about the incoming email itself to make that decision. Tirage / categorization can incorporate:
1. Important flag on the email
2. Attachment type for example pdf or Docx.. etc
3. Key Words in email subject line
4. Sender – check for multiple potential sender email addresses
5. Recipient �� check for multiple potential recipients, both individuals, and specified domains
An example Routing which contains multiple Categorisation Rules to be met can be seen below:
B. Ordering of Email Routers for Single Connector
When multiple email routings refer to a single email connector, the order in which the Email Routings are executed is critical – once the conditions of routing are met, the system will use this routing rule to direct the incoming email.
Email routes are now grouped by the email connector to which they’re associated. These groups can be expanded and collapsed, making larger bodies of data simpler to work with.
You can easily adjust the ordering of the routings for a connector by dragging and dropping to the desired location.
When deciding on the order in which to run multiple related routings, you should place the most specific rules first, and set more generic ‘fallback’ routings last.
Additional notes regarding email route reordering:
• Email routes cannot be dragged outside of their respective group.
• Reordering via the routes grid is only possible with the necessary permissions.
• Email route reordering will be blocked unless the routing grid is sorted by Priority Order: ascending (as this makes the reordering interaction less confusing). When the routing grid is not sorted by Priority Order: ascending, a message will show to alert the user.
Quick Reordering of Email Routing
For connectors with extremely large numbers of routings, you may wish to manually set the order number directly. (a useful alternative to having to drag routings hundreds of places up and down some of the larger lists). To do this simply right-click the desired row and click the resulting tooltip:
In the reorder popup, enter the desired value to please the routing in that location
Upcoming Removal of Bespoke Email Routing Support
This functionality replaces the bespoke approach which some customers may have been using to-date to route incoming emails. Please ensure that any such bespoke email setup has been replaced by creating equivalent routings using this dedicated system functionality.
Note that as of v2020.2 such bespoke email routing setup will no longer be supported and will cease to function.
3.8 New Action – Wait for Sub-Cases to Complete
A new Action type ’Wait for Sub Case to Complete Action’ has been added in the Enate Caseflow.
As the name suggests, once running this action will wait for all currently running Sub-cases for this case to reach completion before allowing the case to close.
This will show to users on the Actions tab of the Case screen in Work Manager:
3.9 New Action – Trigger External API
An additional type of action has been added to Case flows: ‘Trigger External API’. This type of action allows Enate to call out to an external system, passing a static structure containing the work item information and including an optional callbackURL (which allows the external system to update custom data and pass it back into Enate).
Configuring an external API trigger requires you set up a new action in the case flow screen:
Adding a ‘Trigger External API’ exposes an additional tab into the actions grid: ‘External API’ – here you can configure the details to call the external API, specifically the API Integration URL
Additionally, you can check whether a response is expected in the relevant checkbox.
The response required checkbox allows the trigger to be either:
Response required: Checked
– the action will wait for the external system to callback to enate with the supplied callback URL, and then mark the action as complete
Response required: Unchecked
– the action will call the external system and close the action, in a fire and forget manner.
The external API will be called as a POST method, and will be sent the following information:
The [ActionPacketJSONIncludingCurlyBraces] will be an actionpacket, as per the response from the enate getaction api
3.10 Editing of Service Provider on Contracts
In Builder, users can edit the Service Provider of existing Contracts. Note: When switching Service Providers the supplier calendar drop-down should be checked. The old and new suppliers may have a different default calendar which may result in undesired changes to due dates. Further aspects to be aware of:
• Data is retrospectively changed for all Work Items, both running and complete. Depending on the number of Work Items in the system this may take a short amount of time to update in all views and reports.
• The Service Provider dropdown is only shown when creating or editing Contracts if there are multiple Supplier companies in the system.
3.11 Setting Preferred Language at Contract & User Level
Contract Level Language Setting
In addition to being able to set the preferred language at the Customer level, you can set the preferred language at the Contract level also.
When creating a new contract, any customer-level language will be set as the initial default value. If different from Customer language this will supersede the language set at the Customer level, and any changes made to the customer-level language will not affect the contract setting.
User-Level Language Setting
We have a Language option available in User Creation POP UP as well. The same language uses to send “Welcome Email”
If a language is not set while creating the user, the system defaults this to the language set for this user’s company.
An end-user’s language setting determines which welcome email template to use, and when setting the value for schedule-driven work items (which have the name of the schedule as part of the work item title and therefore the email subject), if the schedule name has been localised into that language the system will use the localised term instead.
3.12 Explicit User Permission for setting Case/Ticket configuration Live
Access to promote new Case or Ticket configuration to ‘Live’ is now explicit permission configurable in the Create/Edit User popup in Builder:
3.13 New Due Date Method – Custom Data Field (DateTime)
A new due date method ‘From a Custom Date Time Field’ allows configuration of rules which allows end-users to supply the base date/time value for the Due Date for the rule via a custom data field at runtime when submitting a case or action. The custom field must be of type ‘DateTime’.
A. Prerequisites
• At least one Enate custom data field specifically of the date-time type.
• An Enate Smart Card must be configured with the aforementioned data field.
• This card must be configured on the specific Action or Case you wish to set this rule for.
Please note: If a value for the field is not specified, the system will use the default value set on the custom data field in its place. This could be because the user does not fill in a value, or the field does not exist on the work item’s custom card.
The end result of this functionality is to allow direct adjustment of work item due dates by modifying custom data field values, i.e. setting a value on a card.
..modifies the work item due date:
3.14 Due Dates Methods – ‘Move to End of Day’ setting
Due Date method configuration includes a ‘Move to End of Day’ setting. When checked, the system will take the relevant date calculated based upon the rule’s settings, e.g. ‘add 5 working hours to start date’), and will set the due date to be the end of that working day.
Note: "Move to Next Morning if End of Day" and "Move to End of Day" are mutually exclusive.
For example, if the system calculates a due date of ‘11 am’ on a particular day, clicking this attribute automatically shifts the value to the end of that working day. The sequence of the logic here is important when understanding how date/time values are arrived at with this method. The logic sequence is as follows:
1. Run the "method"
2. Adjust by fixed (working) days/hours
3. Adjust by dynamic (working) days/hours
4. Add wait time if the option is selected (and if wait time exists).
5. If using working time then ensure the result is within working hours - moving to the start of the next working day if precisely at the end of a working day
6. Finally, move to the end of the (working) day if selected.
3.15 Custom Cards now execute in Angular 9.1.3
Custom Cards in Enate now execute in Angular 9.13 (previously these executed in Angular 8.2.14). Customers who use or are developing advanced custom card content should review the changelog of Angular 9 (
) for changes that may affect their custom code.
3.16 Setting Case Feedback Window
Similar to Ticket Feedback windows, Case be set to remain open for a specified number of days. Within this window, the case can be re-opened based on client feedback.
The number of days the Case will remain open for can be configured in Builder on the “Case Info” tab. image
Note: The number of days specified will be considered to be calendar days or working days depending on whether the Due Date Flavour used by the Case references a Calendar.
• A Case will automatically re-open if (during the feedback window) an email is received or a Ticket is merged into it.
• A Case can manually be re-opened by a user using the “Reopen” button which presents on a completed Case which is within its feedback window.
3.17 UiPath Deep Integration – New Authentication Web API
Enate now supports an updated RPA Sync Integration for Cloud Orchestrator for UiPath, which uses their new authentication, UiPath Cloud Synchronisation V1.
The details required to enter into the new sync can be obtained from UiPath within their Admin\Services section of Cloud Orchestrator. On the Services tab, click the … ellipses at the end of a row to display the ‘API Access’ section. image
These API access details from UiPath Cloud RPA Sync should be entered into the details in the RPA Connection configuration section in Enate Builder.
3.18 Editing of Queues during Queue definition
Queues can now be edited and renamed within the queue selector dropdown of the allocation rule configuration popup.
Renaming a queue can be done at any point. In order to delete a queue completely, the following conditions must be met:
• The chosen queue must be used on no allocation flavors.
• The chosen queue must have no users associated with it.
• The chosen queue cannot be associated with any work items.
• The altered queue name must not be in use with an existing queue.
The delete button will be disabled if the previously stated conditions are not met – the system will show a tooltip with a brief explanation as to why (see below).
The edit icon is available per queue and will reveal the edit options including delete (if applicable) and a textbox allowing the queue name to be modified.
3.19 System Setting Additions
A. Time Tracker Visibility
A checkbox option is available in the System Settings of Builder to specify if the Time Tracker card on work items should be displayed to end-users:
In the System Settings page of the Enate Builder, platform administrators can choose if the Time Tracker will show to Users in the Work Manager Portal. Note: Even when this control is hidden, time-on-task information is still automatically recorded in the database for MI purposes.
B. Resolution Email / Note Required
A checkbox option is available in the System Settings of Builder to specify if Tickets will require a resolution email/note to be added to a Ticket before it can be marked as ‘Resolved’.
Note: On upgrade, this setting is ticked to maintain the previous behavior.
C. Peer Review Access levels
If this setting (which defaults to false) is ticked then peer reviewers will only have edit access to email, notes, and info card section of actions they are reviewing.
3.20 Highlighting if Email Connectors are offline
Upon logging into Builder, if one or more email connectors are disabled, a notification is displayed at the top of Builder to prompt users to investigate the Mail Server issue.
3.21 Miscellaneous Changes
A. Disable Email button
The Email send button is now disabled when an email is being sent or when an attachment is being added to the email so that the end-user doesn’t click the button more than once by mistake (which could have resulted in the email sending either without the attachment or being sent multiple times).
B. Handle email error response
When there is an error sending an email and the API returns an error response (for improper data or timeout), a message is now displayed in the GUI for the end-user.
4. Legacy Desktop Application Information
4.1 Enate Monitor
A. Unprocessed emails can be acknowledged and hidden
In Enate Monitor, administrators can now hide email messages which have been received but cannot process. This allows messages which will never process due to invalid data to be ignored.
Administrators can choose to show previously ignored messages again with the “Show Acknowledged” button.
B. Rework History is now shown in the Packet Details view
Previously, Rework History was shown in Enate Monitor as a Packet Field. This data is now more prominently shown on a dedicated separate Tab.
C. On-Hold History is now shown in Packet Details view
Previously, On Hold History was shown in Enate Monitor as a Packet Field. This data is now more prominently shown on a dedicated separate Tab.
5. Appendix
5.1 Email Content - Migration Steps & Recommended Manual Migration Approach
With the move to v2020.1, the email content definition migrates across to Builder and becomes fully web-based. As part of the move, the underlying architecture has been changed to make things more flexible. Defining the email content, which used to have to happen at the individual process level, has now been fully decoupled – you can simply create your email templates and then decide where you’ like to use them. This could be:
• Linking to a service line (for canned response content)
• Referencing in individual Ticket or Case process configuration.
The previous architecture could result in many duplicate copies of the more standard emails having to be created, and so as part of the automatic migration to v2020.1, we analyze the email content in your system and ‘dedupe’ these duplicate emails. More specifically, an analysis is carried out for each email template and if the email content AND the underlying HTML is an exact 100% match then we migrate across a single email template, ensuring that all linkages to processes and service lines are maintained.
This still has the potential to leave you with a number of unwanted / no longer necessary duplicates of essentially the same email, ones where the content is the same but there may be very small and irrelevant HTML / formatting differences which have not allowed us to be 100% sure they can be automatically de-duped. To aid the removal of these ‘almost duplicates’, v2020.1 also contains features to allow you to carry out a manual de-duplication activity: Enate allows you to compare the email content, gives a score for percentage match, and lets you choose to dedupe the mails, keeping a single one and replacing the removed emails’ references with the remaining one. image
The analysis which takes place during migration will also identify any mails where there was an issue in migrating across any variables used in the email content (this could be due to incorrect initial formatting of the variable or using a variable which is no longer supported in v2020.1). It’s important that post-migration you check for the existence of any emails displaying this issue and reconfigure the mail to resolve.
Furthermore, there’s also a feature to take templates written in multiple languages and merge them into a single template – simplifying the configuration activities.
The following sections talk through how these manual comparison/deduplication/correction activities are carried out via the ‘Templates’ in the Email section of Builder.
A. First Manual Activity – Resolve Mails Migrated with Variable Issues
Post-migration you should get to the Templates tab in the Email section of Builder and look for any mails highlighted with a warning marker, denoting that the content has an issue with one or more variables used.
Click to Edit the content and identify the issue:
In this example, the variable created in previous versions was incorrectly formatted and so has not auto-migrated across to the v2020.1 equivalent. If you have access to a v2019.5 instance of your environment you may well wish to locate the original email and verify each variable in the original mail – use the ‘Usages’ tab in Builder to first locate where the mail is used, and navigate to that section on the 2019.5 Configuration Manager app:
Resolve the issue in v2020.1 Builder by replacing with an appropriately formatted equivalent (select from the Fields tab):
After resolving all such issues and saving, the ‘Migrated with variable Issues’ marker should now have disappeared.
B. Merging of Duplicate Emails – Manual Compare & Merging Activity
During migration from previous versions of Enate, the system will analyze all email content to automatically identify where multiple copies of the same email had to be created before and will commonise this down to one email template (maintaining the linkage to the relevant Service Lines in order to ensure that email template is still available in all processes where it was previously being used.
Two aspects:
• Merging together templates where content is the same
• Reducing the number of separate templates which have been created purely for multiple languages by allowing you to merge the additional language content into a single template – e.g. a ‘Leavers Email’ template can now be defined once and have the alternate language content set within the same template rather than creating 8 separate templates, once for each language.
By performing this commonisation we can massively reduce the number of email templates that are needed.
Recommended Order to Manual Merging of Email Template Content
The recommended approach/order for manually commonising content with merging is as follows:
1. Merge together duplicate emails in your core language, e.g. English.
2. Merge together any duplicate emails in further languages.
3. As the last step, incorporate the additional language content into templates that will be used for the same business purpose and where only the language differs.
Comparing and Merging
All mails which are migrated across from previous versions of the system will have the name prepended with ‘Migrated from: ’, and the email name. Where the email title is the same, the system will append e.g. (1), (2), etc.
You may wish to initially focus on emails with the same name (therefore likely the same business need, and so similar/duplicate content). Select an email template from the grid and from the ‘…’ menu select ‘Compare.
This will bring up the dedicated ‘Compare Templates' screen.
On the left side, you will see the subject and content for the selected email. A list of the other email templates in the system will display on the right side, along with a %age match marker (sorted by best match first). You can filter to only show templates above a certain threshold, e.g. ‘only templates with 90% match and above’ – use the slider tool at the top of the screen.
Click ‘compare’ to view another email in detail for visual comparison.
Use the dropdown control to choose between viewing the:
• Preview
• Plain Text
You can also click on the ‘Used in X processes’ link on either email to view where they are currently being used. If after reviewing you decide these emails should be deduped, click the ‘Merge’ button. This will retain the email template on the left, will delete the template on the right, and will replace all usages of the deleted template with the remaining one.
When merging includes a template with content in multiple languages, the content in that other language will be copied over into the remaining email (if the content did not exist in those languages previously).
5.2 Conditionality – Advance Mode C# Tips
Users should be aware that when writing C# Script methods and properties that they are case-sensitive (e.g. “SubString” would throw an error; “Substring” would work). Comparisons of text fields are also case-sensitive, so an expression of “customerName = ‘My Test Company’ would not match if the company name was “My test company”.
2020.1 Updated Preview
Work Manager
2020.1.6.0 released on Thursday, 9th July 2020.
New Features
  1. Email Content management is now performed within Builder.
  2. Email Content can now be defined in multiple languages for the same Email.
  3. Integration with Abbyy Flexicapture.
  4. Automatically prompt users to create External Contacts for unknown email addresses.
  5. How a Work Item started is captured along with who started it (when started by a User). This information is available in numerous grids, Work Item information card and the Warehouse database for reporting.
  1. Security Enhancement: Enate Username, Session ID, Live/Test Mode, GUI and Session Validity can optionally be included in IIS Logs.
  2. In Builder highlight to users if 1 or more Email Connectors are offline.
  3. Users are warning if the Custom Data on a Work Item they are working on have been changed by another User since they opened the Work Item.
  4. When Actions are started as part of Case Rework they will auto-assign to the User that previously did the Action.
  5. When starting Case Rework Users can select which Sub Cases and Ad-Hoc Actions are Terminated and are shown a list of the Actions which must be Terminated.
  6. When starting Case Rework Users can choose a specific Action within a Step to being the rework from.
  7. Feedback to features released in Preview 1 (2020.1.2.0)
2020.1 Preview
Work Manager
2020.1.2.0 released on Friday 29th May 2020
New Features
  1. A condition can be included at the start of a Step in Builder to decide which Actions start.
  2. System-wide configuration parameter (available in Builder) to choose if users must enter a note or send an email when resolving a Ticket.
  3. System-wide configuration parameter (available in Builder) to choose if users see the Time Tracker. Time on task information is still recorded and is available in Management Reporting.
  4. The supplier of a Contract can now be changed within the Edit Contract screen of Builder (if multiple suppliers have been configured in the system). This change will affect the Management Reporting for all historic and running work items.
  5. Users can now rename and delete Queues from Builder.
  6. Unprocessed emails can be marked as "acknowledged" in Enate Monitor to hide them from view. The user that acknowledged them and when is recorded. Acknowledged emails can optionally be shown.
  7. The ability to set live a Case or Ticket configuration in Builder is now explicit permission. Users who previously had the Process Builder permission will have this permission granted upon upgrade.
  8. The Files of a Work Item can be tagged to identify them to other users, digital technologies and automated Actions (such as OCR).
  9. Due Dates can now be moved to the end of the day. For example, if system returns the due date as 14:30 but you would like to move it to the end of your day which 17:00 as per you working calendar then you can use this option. In the absence of a working calendar, the system will move the time to 23:59.
  10. A new Due Date Method allows the value to be retrieved from a Custom Data field.
  11. Actions can be cut, copied and pasted in Builder. Cutting or copying an Action includes all the chained Actions and it copies all the configuration except local checklist
  1. During peer-review, users can now edit the Record Count, Files and data on custom cards. Except for editing doer Checklist they can edit the Record Count, Files, Contact, Defects, and data on custom cards
  2. While an email is sending from a Work Item the submit and send buttons are disabled to avoid accidentally sending the email multiple times.
  3. After manually editing the current time-on-task value on a work item a new row is shown to count the time from that moment on. This change was introduced to avoid user confusion when they record 5 minutes manually but the system might record 5:05 due to the time it takes them to submit the work after editing the time-on-task. Now it will be recorded as 2 records; 1 record is manually set at 5 minutes and another record will automatically record the additional 5 seconds the item is on-screen.
  4. Custom Cards now execute in Angular 9.1.3 (previously 8.2.14). Customers developing advanced custom cards should review the changelog of Angular 9 ( for changes that may affect their custom code.
  5. While a file is uploading the submit and email send buttons are disabled.
Enate - 2019.5 Changes
Work Manager
1. Introduction
This document highlights the main changes in functionality between version v2019.4 of the Enate Software and the new version, v2019.5.
This document does NOT contain a comprehensive list of all changes & fixes between v2019.4 and v2019.5 - This document should be used in conjunction with the release log of all changes for this version of the software for such a comprehensive list.
2. Work Manager Changes
This section details the changes / new features in v2019.5 that can be found in the Work Manager operations environment.
2.1 Robot Farm View Changes
A. Robot ‘Owned Work’ view option
The Robot Farm View in the Home page has been updated to also show an ‘Owned Work’ view in the grid – this shows work items where a Robot is set as the Owner, for instance when an Action is in a state of "Waiting for more information/Schedule for FollowUp".
B. Last Connection Time now available
The Robot Farm View of the Home Page now shows the robot’s Last Connection Time in a tooltip, when you hover over an individual Robot.
C. Changes to the data displayed in Robot Farm view
There have been a number of updates to the data which is displayed in the robot farm view, as follows: • The view now shows all work a Robot Farm will undertake even if the work item is in a Queue not managed by the currently logged-in user.
• The view now takes into account work the current user does not have permission on when calculating the projected start/end time of work, plus the overall duration of work available to the Farm. The number of work items not shown to the User due to permission restrictions is also shown. Please note that the logged-in user will continue to not see work for which they do not have permission.
• The Robot Farm Summary view on the right side of the Home page will now show the overall duration and count of work items available to the Farm instead of just the work that the current user has permission on and is in Queues the current user is in or manages.
3. Builder Changes
This section details the changes / new features in v2019.5 that can be found in the Builder configuration environment.
3.1 Bulk Upload of Schedule Data
In addition to being able to manually add new rows of schedule periods (i.e. dates) into a schedule, as of v2019.5 you can now upload such data, for multiple periods, in bulk via excel spreadhseets. Here’s how that’s done.
Select the ‘Bulk Upload’ link to bring up the ‘Schedule period bulk upload’ popup. This new UI offers a seamless method for uploading multiple schedules simultaneously. All that’s needed is an .xls or xlsx file with your data, click upload and the data is created.
There are a couple of file format requirements that your data will need to confirm to in the excel file:
• It will need to contain a header row which matches the grid headings of the schedule UI. This needs to include: period, year, start date plus all the custom-made schedule date titles you defined in your schedule structure.
• To exclude any non-schedule date data that might be present in your excel sheets (for example document description/company logos etc.), you can specify the ‘Header Cell’ in the upload popup (see below) before you uploading your schedules. This is effectively telling Enate which point in your excel sheet to start looking for schedule dates – any rows in the sheet which precede your defined header cell will be ignored.
Once you hit the upload button, new rows will be added to your screen in Builder containing the dates from your excel. They’ll be displayed in a different colour in the grid to identify new periods you just added. At this point, you can either discard the changes or, if you’re happy with the uploaded dates, hit save to finish the upload process.
When you hit save, the system will complete the process with confirmation pop up on the screen as below-
3.2 Option to Hide Historic Schedule Data
A further new feature related to schedule data maintenance has been added in version 2019.5 – we’ve added a checkbox to the schedule maintenance screen which, which when ticked, will hide previously completed schedule periods from your view. This can be very useful if you have lots of data from previous periods and would like to focus purely on viewing future dates.
Enate - 2019.4 Changes
1. Introduction
This document highlights the main changes in functionality between version v2019.3 of the Enate Software and the new version, v2019.4.
This document does NOT contain a comprehensive list of all changes & fixes between v2019.3 and v2019.4 - This document should be used in conjunction with the release log of all changes for this version of the software for such a comprehensive list.
2. Work Manager Changes
This section details the changes / new features in v2019.4 that can be found in the Work Manager operations environment. Other larger features are covered in separate sections.
2.1 Enhanced File Attachment Features ( Comms, Files card)
A. Preview Of attachments in Comms / Files section
Documents within a work item can be previewed with a single click – this relates to any document files which can be seen in the Comms, Timeline, and Files Card sections. The document previews will open in a new tab.
•Attachments in the files card can be previewed by clicking on the preview option
•If the file is not previewable, a confirmation banner pops out to explain this, plus offering 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.
B. Download multiple attachments
It is now possible to download multiple attachments with a single click from mails in the comms and timeline section. Clicking on the ‘Download all’ icon will download all attachments present in that Comms/Timeline section item.
C. Drag and Drop of Attachments into Email Section and Files Card
The functionality enables users to drag and drop attachments into the Email section and Files Card. When attachments are dragged into Email and Files card sections, the section is highlighted with a green border.
2.2 Enhanced Email Features ( Ticket)
A. Display of the From address all time
The From address now always displays in the email composition section when you are writing an email (This is a change of behavior from previous versions where the from address was auto-hidden if there was only one from address configured). This ensures that the sender will always have a view of the email address being used as the form when sending out emails from a particular work item.
B. Email subject and body for new Tickets automatically copied into title and description
For manually created tickets that are yet to have a title and description entered for them, if you send out an email prior to initial submitting (and saving) of the ticket, the system will auto-populate the ticket title and description from the email subject and description respectively.
Ticket title and description not yet sent...
Upon sending the email, the subject and the body are copied into title and description.
C. Personalized Email Signature
Enate’s Email Signature feature allows you to configure your own signature for outgoing emails. The setting can be found in the user settings from the user profile tab, clicking on your username.
In the resulting ��User Settings’ tab, you can use the Email Signature section to define the signature content to be sent in outgoing emails that you write.
The configured email signature will only be included with the outgoing emails if the
‘Include my signature in the outgoing emails’
checkbox at the foot of this section is checked.
After you have created a signature, clicking on any of the links to bring up the ‘compose new email’
the section in any work item will display the configured email signature at the bottom of the email body.
D. Copy-paste of Email Addresses between To, CC, BCC.
When composing emails, you can easily copy email addresses between the To/Cc/Bcc addresses via the new ‘copy’ icon displayed when clicking into the relevant address field.
2.3 Display of Remaining Hours of SLA when Work Item is Pause.
This feature is an enhancement of Stopping the clock on the work items which are in a state of pause.
If a work item is in a state of Pause, and the Due Date rule configured in Builder is set to
‘Add wait time to due date’
, then the system does not display the due date in the header ribbon. Instead, the system shows the remaining time left until the item is Due. If the work item is yet to pass the due date the message will show as
‘Due: Paused x h y m before due’
. If the work has passed the due date then the message will show as
‘Due: Paused x h y m after overdue’
: work item which is paused where its due date is
on target
due today
: work item which is paused where its due date is
2.4 Test Mode Enhancements
A. Test manager and test users of the Queue
Test mode functionality now allows you to set a different manager for a Queue when running in Test mode vs. Live mode.
: Consider Manager 1 who has access to live mode and is responsible for managing two queues, Funding, and Master Case queue.
In Test Mode, these two Queues can be managed by another user (if they are set as a Team Leader and have Test mode permissions!) – see below where now Manager 2 has been set to be in charge of these two Queues in Testing Mode.
B. Switch Robots between Live and Test
It is now possible to switch a robot so that it can run in test mode or live mode. Specifically, two new activities have been added to the activity libraries for UiPath, Automation Anywhere and BluePrism (and the standard APIs adjusted so this can be called generically) as follows
•Set Live Mode
•Set Test Mode
These actions allow you to flip a robot between test and live states. Once a robot has been flipped into Test mode, subsequent activity calls which the robot might make, e.g. ‘Get more work’ and ‘Create Ticket/Case, etc.’ take place within that context of Test mode, getting and creating only test work items. The robot should be switched back to Live Mode once the process is set to live, so ensure it is then creating live work items.
C. Test Contacts - Separate test contacts in the system
Enate now supports the creation of separate Contact records in Test Mode, i.e. any contact records you create in Test mode will be accessible only to Test Mode users (and contacts created in live mode will be accessible only to Live mode users). This helps to ensure that emails from test packets are not accidentally sent to production users, and vice versa.
2.5 Multiple Queue Managers
Queues can now be set to have more than one manager. This allows manager users to get visibility on another queue without having to become a resource that works out of the queue, and without taking ownership of that queue away from its current manager.
: Consider Manager 1 and Manager 2 as two team leads where Manager 1 needs visibility on the queue of Manager 2. Manager 1 can simply add the queue of Manager 2 to their queues page to get visibility.
Click on the edit option and add the specified queue where it shows that the queue is managed by
Manager 2. This no longer removes managerial responsibility from the current manager.
If a queue is managed by multiple managers then the users that are managed by you are filtered under Managed by me and the other users manged by other mangers are filtered under Manged by others.
2.6 Miscellaneous changes
A. Make column order in search grid persist when doing multiple searches
Once the user adds a column and order preferences to their search grid, these settings will persist when the user logs back in.
B. Added support for latest Microsoft edge browser based on chromium
Enate v2019.4’s Work Manager supports the latest version of the Microsoft Edge browser (based on Chromium).
C. Due Date and Allocation methods
Please note:
the creation of new bespoke Due Date methods and Allocation methods is no longer supported.'
3. Builder Changes
This section details the changes / new features in v2019.4 that can be found in the Builder configuration environment. Other larger features are covered in separate sections.
3.1 Capability to add different start/end time for each day in the
calendar This feature enables users to configure different working hours for each day of the week, irrespective of default working hours.
3.2 Ability to clone a process with local checklists in service matrix
An option has now been provided in the ‘Clone Case’ popup “clone (Include local checklist)”. If this option is selected local checks will also be copied across into the new Case. Previously the cloning of the localised checklists was not supported when cloning a Case (only the global checks were copied across).
3.3 Ability to Force clone a process on the existing ones
This feature enables a user to forcibly clone a process onto an existing process, and so overwriting its settings. The force clone ability is enabled for the processes that are in edit mode.
3.4 Ability to send a Ticket Acknowledgment email to CC users
This feature is an enhancement of the existing functionality where an auto-confirmation email or acknowledgment is currently sent only to primary contact/sender but not to the CC users.
With this enhancement, acknowledgment or auto-confirmation email is sent to CC emails tagged to the work item if send acknowledgment is checked in the email routing.
3.5 New allocation method ‘Completer Of Action’
With this new allocation method, we can allocate certain actions to the user who completed the particular action. The new allocation method decreases the load on the queue and directly assigns the work item to a specified user as per config.
You can configure this type of allocation by selecting the Completer of Action allocation method and selecting a particular action as shown.
3.6 Display of Fixed Frequency Schedule name in packet title.
Work items which have been launched through Fixed frequency-based Schedules will display the frequency name in the work item title, as follows:
Title Format:
[Name Of the Schedule] [Date Month Year Time]
Payroll Process 14 February 2020 15:07
Fixed frequency schedules support localisation, where local language equivalents of Instructions can be specified (Spanish and Portuguese languages currently supported). This can be found in the Frequency Based Schedule column under the Localisation tab.
3.7 Migration of Defects to Builder
The configuration of Defects in Enate has now been migrated from Configuration Manager across to Builder. At the same time, a number of changes have been made to the underlying architecture of the feature which results in some changes to functionality, and some migration aspects to be aware of both before and after migration.
A. Changes
• Defect Categories are now managed in Builder.
• The ‘Party at Fault’ list can now be customized (in Builder). This was not previously possible.
• Defect Categories previously had to be a fixed number of Levels deep (1, 2 or 3). Now each category can be up to 3 levels deep, and you can even mix-and-match some that are only a single level while others have multiple levels.
• The list of available Defect Categories is now shared by Case and Ticket rather than being a separate list for each.
• Defects can now be added to Actions.
• The defects applied to a work item is now shared with any related Cases/Tickets and Actions (just like Custom Data, Files, Contacts, etc). So a defect added to an Action shows on its parent Case. If that Case was launched by a Ticket then they would also show on that Ticket. Likewise, if a Defect is added to a Ticket then it shows on the Case if one is launched from it.
• Defect Categories and Party at Fault list localisations are available and are managed in the standard localisation screen of the builder.
• Previously, Defect Categories had both a ‘hidden’ underlying value and a Display Value which the user saw. This ‘hidden’ value no longer exists, there is just a single value defined.
B. Warehouse aspects of the Defects changes:
• In the data warehouse, only the ‘hidden’ value was exposed with no way of getting the Display Value. Now there is just a single value defined.
• In the warehouse only the values of Defect Categories that had been used were available. The full list of configured defect categories was not available. Now, the warehouse contains the Defect Categories even if they are not referenced by a work item yet.
• The warehouse now contains the localised Display Values in the usual Localisations table
• See separate “Breaking Changes” document for technical details of the new Warehouse database structure.
C. Migration of Defects data
• Defect categories that are on a Case OR Ticket are migrated to a single list on the Service Line – this should be validated manually after the migration has been completed.
• Some customers may have some misconfigured Defect Categories created in older versions of the product. For example, it may be that they have had a Defect Categories of ‘(Select)’ which incorrectly does not have a value defined ending in ‘.Blank’ (perhaps a typo of ‘, Blank’)
– as such, this would be considered a valid category for the user to select in 2019.3 and below, and so this will be migrated over to 2019.4 as a valid defect category. Customers may wish to correct or delete such unwanted defect values, something which can easily be achieved in Enate Builder.
D. Configuring ‘Party at fault’
To configure new / edit existing Defect Party at fault values, click on the settings icon in Builder and select the ‘Defect Parties at fault’.
This will allow you to add or edit the values available here.
E. Configuring Defects
To configure new or edit the migrated defects click the edit link on a Service Line and expand the new advanced settings, and Defect categories can be configured to three levels
In the resulting ‘Update Service Line’ popup, the Defect category configuration can be carried out.
3.8 Advanced Option for Due Date Setting - Variables
An advanced option has been enabled for Due Date rules which allow for the use of custom data variables when setting time adjustments.
Enabling the Advanced option when setting a Due Date rule will display an additional set of options
in the ‘Adjust by’ section.
This will allow you to add/subtract a certain number of Hours/Days/Working Hours/Working Days by selecting from a dropdown of numeric custom data fields.
3.9 Days and Hours in Calendar-driven Due Date Rules
When involving Calendars in Due Date rule configuration, the system now supports Hours And Days (previous versions only supported Working Hours and Working Days when Calendars were involved).
3.10 Improvement of Runtime permissions
Runtime permission calculation is no longer applied via a batch job. This change comes with a marked improvement in the performance of run time permission calculation and a large reduction in SQL server I/O load.
3.11 Service Matrix Page Improvements & UX changes
A number of improvements have been made to the service matrix page in Builder
  1. The free-text search approach has been replaced with the use of dedicated filters for Customer, Contract, Service to allow for easier drill-downs to view specific groups of data.
  2. The creation and modification of customer, contract, service is also available when using the above filters section.
  3. Filters are persisted when returning to the service matrix screen from other sections in Builder, and also after logout/login.
4. Robotics Improvements
4.1 UiPath - New activity for bots to access testing mode
New activities have been added to the UiPath activity library to allow bots to switch between running in live and testing mode, ‘Switch to test mode’ and ‘Switch to live mode’.
Once running in test mode, any subsequent calls the bot makes to Enate to e.g. get more work or create new work items will take place within test mode.
4.2 UiPath -Set assignee activity
A new ‘Set assignee’ activity has been created in the UiPath library to allow bots to assign tickets to specific bots.
4.3 Integration Job for UiPath Robots
Robotics workflow is improved to don’t create Jobs for all bots when new work is available for the specific bot in a farm. After this update, only the required bot will call enate for more work and process the task.
4.4 UNO technology Bot integration is added
Tech Mahindra’s own RPA technology, called ‘UNO’, can now be integrated with Enate as a digital worker.
5. Enate Desktop client app Changes
5.1 Configuration Manager
• The Batch Job approach previously used for runtime permission updates and Pointer process updates has been removed and this entire section deprecated.
• ‘Case defect categories’ and ‘Ticket defect categories’ lookup tables have been removed from Configuration manager and migrated into Builder.
• Repointing of the Pointer process is not a manual activity anymore as it automatically updates the pointer process when the user sets the master process to live.
5.2 Enate Monitor
• New Engine - Runtime permission is now handled by an engine called ‘Permission Cache Update Engine’ which is visible in Enate monitor.
• In the Email section of Enate monitor, a new state of ‘Failed Parsing’ is introduced to identify incoming emails that failed parsing on arrival due to invalid contents, e.g. a missing ‘To’ address.
Enate -2019.3 Changes
Work Manager
1. Introduction
This document highlights the main changes in functionality between version v2019.2 of the Enate Software and the new version, v2019.3.
This document does NOT contain a comprehensive list of all changes & fixes between v2019.2 and v2019.3 - This document should be used in conjunction with the release log of all changes for this version of the software for such a comprehensive list.
2. Work Manager Changes
This section details the changes / new features in v2019.3 that can be found in the Work Manager operations environment. Other larger features are covered in separate sections.
2.1 Bulk Unassign
In addition to being able to assign items in bulk from grids, you can now select to bulk unassign multiple work items.
This unassigns the work items, which then become available for users to Pick up from their work Queue. Users no longer need to navigate into the individual work item in order to un-assign.
2.2 Experimental Feature - Bulk Close of Actions on Inbox
A further bulk activity that can be performed from your own individual Inbox is to bulk Complete actions assigned to you.
The system will then loop through the actions and attempt to complete them. Sometimes it may not be possible to complete each action (for example some mandatory information/checklists may still be incomplete). The system will display a message informing you that this may take a little while to complete all actions, and subsequently confirmation popups regarding the completion/lack of completion of your selected actions.
2.3 Stopping the clock on Work Items in a state of Pause
As of v2019.3, if a work item is in a state of Pause then the Due Date is no longer displayed (AND the Due Date rule configured in Builder is set to ‘Add wait time to due date’), then the system does not display the due date in the header ribbon. Instead, we show ‘Due: Paused’. In a future release, the system will also show the time remaining when the item was placed into a paused state.
2.4 Additional Due Date Status – ‘Unknown’
A fourth status has been added to the previous ‘Red Amber Green’ breakout of works items against their Due Date, that of ‘Unknown’.
Work Items are classified into a state of Unknown when the Due Date is not currently known. This can be in the following situations:
• When the work item has just been started (manually) but has not yet been submitted.
• When the work item is in a state of ‘Paused – Wait for more Info’ AND is set to add the wait time on the Due Date.
2.5 Merging Tickets expanded to cover Tickets not created via email
Until now it has only been possible to merge tickets that were created via email. From v2019.3 onwards, you can now also merge tickets which have been created via Call Handling, via the Self Service portal and split tickets.
2.6 Starting a Case via incoming Emails
Until now the only work item type which is has been possible to auto-generate from incoming emails was Tickets. With v2019.3 onwards, you are now able to also create Cases from incoming emails. See the builder section on ‘Email Routing’ to see how this is configured in Builder.
2.7 Starting a Case from Enate Workflow
It is now possible to configure a Case to start automatically from within a running Case flow, by inserting a ‘Start Case’ Action into your case flow in Builder. See the Builder section for details on how to do this.
2.8 Alerting users when work is assigned to someone else
If you open an unassigned work item and subsequently make a change which would result in it being auto-assigned to you, if during the interim period another user has opened the same work item and has already assigned to themselves, the system will display a warning popup explaining that if you assign the work to you, any unsaved changes from the other user will be lost.
You have the choice to continue with assigning the work to you (which will discard the other person’s unsaved changes) or cancel your reassignment/update.
2.9 New Feature – Views of your data
The new ‘Views’ feature in Enate allows you to view work items in your business area (i.e. those which you have permissions on), specifying your own search criteria. You can search based upon a large number of standard bits of system information, e.g. ‘Last Updated By’, ‘Queue’, and by any of the Custom Data fields in your system.
Access the new ‘Views’ tab from the Navigation pane.
A. Searching
Add the search criteria you want to search by, setting the ‘Condition’ (e.g. Equals, Is greater than, etc.), and a value against which to evaluate the condition.
By default, the system sets an initial value of ‘items due now’.
You can add as many additional sets of conditions as you wish.
B. Search Results
Once you’ve specified your search conditions, hit Search to show Search Results.
The total number of search results will be shown at the top of the grid.
Choosing which data to see in Search Results
As with your Inbox & Owned work grids, you can choose which columns you wish to see/hide in your search results grid. Simply click the cog above the grid and from the ‘Display and Columns Settings’ popup, select the standard system data and Custom Data fields you wish to display.
C. Grouping and Ordering
You can Group By and Order By your results by all of these same criteria.
Only a single grouping criteria can be specified, and results will be loaded upon expanding an individual group.
2.10 Peer Review Comments
For work items that are sitting on a Peer Review activity, users now have the ability to enter separate peer review comments for each checklist item, in addition to the current checklist confirmation dropdown and checklist comments sections.
3. New Feature - Bulk Create
Enate now supports the creation of Cases and Tickets in bulk via the uploading of data from Excel sheets. This section describes how to use the new feature.
Both Tickets and Cases can be bulk uploaded. In order to do so you need to populate a standard excel file with all the relevant information under each header column, then upload it into Enate to auto-create work items. After uploading the excel file but before generating the new work items, items that will be created are displayed on-screen along with validation, allowing you to fix data before uploading. Records are created one by one and then create them in the displayed order.
3.1 Bulk Create Templates
Below are the Bulk Create Sample Files with Examples for Tickets and Cases.
Data entered, e.g. Customer names, etc., must match the values in the system otherwise validation errors will be displayed.
3.2 Using Bulk Create in Work Manager
A. Who can access this feature?
Any work manager user who has access to ‘Create Work item’ will be able to use the bulk upload feature when this feature is enabled.
B. Getting Started
To access the Bulk Create option, simply click on the link in the ‘Create New Work Item’ dropdown.
This will bring up the Bulk Create screen in a new tab. From this screen, you can create new Tickets and Cases in bulk by uploading data from excel sheets.
C. Overview of Steps
The basic steps you will need to run through are as follows:
1. Select an xlsx file (correctly formatted) to upload.
2. From the dropdown, choose which kind of Case or Ticket you wish these items to be launched as.
3. Upload the file.
4. Review the on-screen validation information of your file info.
5. Hit ‘Create’. The system will start creating your Cases/tickets, updating the display to show the Reference numbers.
3.3 How to create multiple Cases
In order to upload Case data, you will require an excel file (xlsx) correctly formatted with the required Columns for Case creation (note, this is slightly different to the Column structure required for bulk creation of Tickets).
The basic rules for this file are as follows:
1. The file format should be .xlsx.
2. Only 1 workbook can be used at a time.
3. There are eight mandatory fields that must be filled in in order to create a Case. These are:
a. Customer
b. Contract
c. Service
d. Case – the name of the Case Process instance you wish to create into.
e. Title – This will be the title for the individual Case work item.
f. Primary Contact (name or email)
g. Subject (name or email)
h. CC (name or email), if any.
i. Requester (name or email)
Each of these (apart from CC) must match with a valid equivalent in Enate, otherwise, that row will fail validation.
4. You can also pass bespoke field data into the Cases as they are being created. To do this, add a column name that precisely matches the data field name in Enate.
5. If any of these bespoke fields are marked as mandatory in your Case process configuration, you MUST supply a value in this field’s column for every row in the upload file (otherwise that row will fail validation and a Case will not be created for it).
Once you are happy with the data in your upload file, select it from the ‘…’ in the File control, and select which type of Case process you intend to bulk create these items into. Select the Type of Case or Ticket and click on the ‘Upload’ button.
Click Upload – this will upload your information on-screen for validation, but will not yet create your Cases. The system will display and validate the data from the upload file. Any validation errors will be displayed in-line for each row, along with a ‘warning’ status marker.
Enate validates the file and allows users to bulk create work items by clicking the ‘Create items’ link.
*Any validation errors will be displayed on the screen and needs to resolve before proceeding further.
Once work items are created in Enate, corresponding reference numbers are displayed on the screen, updated in real-time as each row is processed.
3.4 Validation
Depending upon the different values and different configuration there are a set of defined validations listed or highlighted with a background colour.
1. If the input values are wrong across the columns the validations are listed at the bottom of the grid. Example: If a field column is referenced in the upload file which does not exist in the system, the message will show at the foot of the grid, e.g. “No field to link Column ‘countback days’ too.
2. If the input values are wrong for an individual row, the validations are highlighted with a background colour i.e. Red colour.
The potential errors which can be displayed can be seen in the attached excel file.
3.5 Supported Fields
Bulk create supports below a list of custom field type-
1. CheckBox
2. Date Only
3. Date and Time
4. Decimal Number
5. Email Address
6. List
7. Long Text
8. Multiple level list
9. Short Text
10. Whole Number
Other than custom fields bulk create supports below system properties -
1. Override Due Date
2. Override Due Date set.
3.6 Unsupported Fields
Bulk upload does not support below custom field type-
1. Tables
2. Entity Relationship
There are few other system properties which cannot be added in bulk upload are below-
1. Keep with me
2. Keep Action with me
3. Defects
4. Files
Across the top of the Grid, the system will also display information about the number of work items being created, split across the current status.
Total – No of items contained in the upload file
Created – No of packets created successfully (this will be zero before you start to create).
issues – No of packets with validation issue – this can increase with final validation check made during Case / Ticket creation.
Not Started – No of items remaining to be processed from the file.
Additionally for each line, you will see:
Status - Current state of case item i.e. created, error
Reference - Reference of Case once it has been created successfully.
If you have any validation issues at this point, you can still proceed with the creation of the valid Case items in your upload file. The system will skip over the invalid rows and confirm the creation of the valid ones.
Alternatively, you can fix the validation issues in your upload file before proceeding. Click on “change” at the top of the page to upload the corrected file before proceeding.
A. Creating Cases
When you are ready to go, click ‘Create Items’. The system will start to create the Case items, updating the grid with progress in real-time and giving you confirmation Reference numbers.
During creation, one final validation check is made: the system will validate that no other Case exists in the system with the same Title. If the Title uniqueness check is failed, the system will show a validation error and skip over this row.
You can adjust the data in the underlying file to fix the validation errors, and click the ‘Change file’ link to upload the adjusted file.
Assuming you have not replicated Case Titles (assuming ‘Unique Title’ is set), the valid cases will be created & on-screen confirmation will be displayed, along with Reference number for each item:
Any items which failed validation will not be created (i.e. will be skipped over), but all other valid rows will be created, i.e. you do not have to have a 100% valid file to carry out a bulk upload.
3.7 How to Create multiple Tickets
Please follow the same steps as above, using the Ticket-specific file structure. Note that for Ticket creation you must also provide valid Ticket Category information as part of the upload file.
3.8 Multilingual Support in Bulk Create
The bulk create is supported in user’s preferred languages i.e. Portuguese, Spanish and bulk create excel file should be in the same language as logged-on user’s preferred languages. For example, of Spanish user like to upload a file then excel should be in Spanish and values should match with the values that are configured in Enate Builder under localisations tab.
All the data that are filled in the Bulk Create template should be as same as the values that are configured in the Enate builder under the localisation tab.
EX: If the fields like Primary contact, Subject, CC, Requester have translation values in the localisation tab like Contacto Primario, Tema, CC, Solicitante in the localisation tab then we need to configure the same values in the template.
3.9 Unique Title Setting
A further setting which can be used as part of the upload is the ‘Unique Title’ option at the top right of the screen. Switching this option on will ensure that any work item which is due to have the same title as another item in the upload file will fail validation.
Leave the setting off to allow for work items with duplicate titles to be created.
4. Email related changes
There are multiple changes in v2019.3 relating to enhanced email configuration.
4.1 Important Email Marker
Until now users have been able to see that an outgoing email is marked as Important, but have been unable to see the equivalent for Incoming mails. Users can now also view the ‘Important’ marker for incoming emails.
4.2 Blocked Auto response & Exclusion Email Addresses – Available to all users
Work Manager users are now able to easily see & maintain the list of email addresses to be blocked. Find the link in the navigation dropdown in Work Manager.
You can add, edit and delete email addresses to be blocked.
Two options are available:
• Do Not Send Acknowledgement Email – The system will allow tickets to be created for emails arriving from these addresses, but will not send any auto-response emails out to the address.
• Auto Reject as Spam – The system will not create tickets from emails arriving from this address.
4.3 Superscript and Subscript Formatting when Composing Emails
As part of the options for richer text formatting when composing emails as part of Tickets, Cases & Actions, you can now use the options for inserting subscript and superscript.
5. Builder Changes
This section details the v2019.3 changes which can be found in the Builder section of Enate.
5.1 Master Data access
The system now allows for a more granular granting of access levels to people who have access to Builder. These can all be found in the ‘See More’ section of the Edit User popup in Builder.
The new breakout is:
• Can Access Builder: Allows access to Builder, with the following levels of configuration available:
Add/Edit Language translation
Add/Edit Contract
Add/Edit Service
Add/Edit Case/ticket into a service
Add/Edit Local checklist
Add/Edit Customer
Add/Edit Fixed Frequency Schedule
Add/Edit Schedule records
Set Live and retire
• Can Edit Shared Configuration: You will need this level of access if you also wish to modify core settings / shared data which can be used in multiple places. This will allow access to the follows levels of configuration:
Add/Edit Service Line
Add/Edit Case/Ticket Archetype
Add/Edit Action type in the global menu
Add/Edit/Clone of flavours i.e. Due date, allocation, Action general, Ticket follow up
Add/Edit Ticket Category Global List
Add/edit Global Checklist
Add/Edit Service provider
Add/Edit System Setting
Add/Edit Calendar
Add/Edit custom data and fields
Add/Edit Email settings* (*new in 2019.3)
Add/Edit Schedule Structure
• Can Access User Management: This allows access specifically to the User Management & RPA integration section.
5.2 New Email Configuration in Builder
IMPORTANT NOTE: As part of the upgrade process to v2019.3, ALL Email Input Channels (now called Email Connectors) will be switched off, to allow for manual verification that the migration of these has worked as desired. They can all be viewed in a single place, and manually switched back on, once checking has verified they are correct.
As of v2019.3, a number of changes have been made regarding confirmation of the email server/input channel setting. To help support this, a new section has been added to Builder:
The following changes have been made:
• Terminology change: We will no longer refer to ‘email input channels’, instead we will now use ‘Email Connectors’
• Configuration of this has now moved from the old Client Applications (Configuration Manager) to this new section in Builder.
• The previous approach of:
o Creating Input Channels on a specific master process in Configuration Manager, then
o Linking up those email addresses to specific Ticket instance configuration in Builder (e.g. specifying the incoming email address against a ticket category within the Ticket configuration itself).
Has now been changed to the following, more decoupled, approach.
Two sets of configuration are now carried out in Builder, split into to parts of this email configuration section:
• Email Connectors – Create your email connectors here (similar creating old email input channels, but not yet linked to a specific process).
• Email Routing – where to route incoming emails, i.e. Referencing the email addresses in the Connectors you have created, you can specify which Tickets or Cases should brand new emails into a certain inbox start.
By doing this you can set up and maintain how your Tickets and Cases run in conjunction with email servers, without having to modify the actual Ticket and Case processes all the time.
All configuration will be migrated over from the ‘In-ticket’ configuration to this new location as part of the upgrade.
A. Email Connectors - Detail
To add a new email connector click on the ‘Add Email Connector’ link at the top of the page. This will bring up the details page to configure & test the connection.
The attributes to configure are:
Testing the Connection
Once you have configured the required information you can test the connection via the ‘Open Connection Test’ button.
Default Email Connector for Outgoing emails
Please note, the system by default has a standard outgoing email Connector call ‘SMTP Default Gateway’. You must fill in email configuration into this location – it is required for standard system activities e.g. User Welcome emails etc.
This information was previously defined in Enate Manager but has now been ported to Builder.
B. Email Routing - Detail
Once you have some email connectors defined, you can reference them in email routing to specify where emails coming into each mailbox should be routed by Enate (i.e. which work items it should start).
The attributes to configure are:
Configuration options removed/relocated as a result of this.
As mentioned above, the creation of the dedicated email configuration setting in Builder means the removal of the Inbound email configuration from the Ticket Categories configuration screen. The following sections have been removed.
5.3 Microsoft Office 365 Email Integration with Enate via Graph API model
As of v2019.3, you can now connect to office365 email boxes and pull emails into Enate without needing to use POP3 or IMAP protocols.
A. Configuration Office 365 Graph Integration
To configure the integration between Enate and Office 365, each unique Enate instance must be registered with the Microsoft Identity Platform in the Azure AD of the Office 365 tenant to which you need to establish connectivity.
To create the “App Registration” please follow the guide from Microsoft at
When configuring the Enate App Registration the supported account types option should be chosen based on the mailboxes you wish to access. No redirect URI is required.
Once the App Registration is complete you must add credentials and set up permissions.
To add the required permissions follow the guide at The only required API permission is Application permission of Microsoft Graph\Mail.ReadWrite. It is important to select “Application permission” and not “Delegated permission”. Be sure to grant admin consent for permission within the Azure AD tenant.
Finally to restrict the App Registration to only accessing certain mailboxes (strongly recommended) follow the Microsoft guide at
After Azure AD has been configured to grant access login to Enate Builder as a user with the “Can Edit Shared Configuration” permission. Click the settings cog in the top right and open the “Office 365 Integration” pane and enter the details from your Azure AD App Registration. The Tenant ID (aka Directory or Domain) and Application ID is shown on the Overview pane of the Azure AD App Registration; the client secret or certificate (and private key password) are supplied by you to both Azure AD and Enate.
B. Generating a Certificate
As part of this setup, an Office365 Certificate would need to be generated - Generating a certificate is an activity for your Office365 Administrator to undertake and is done completely independent of Enate. For your reference, we have provided below a SAMPLE of the kind of PowerShell script that can be used to generate such a certificate. It will save the Certificate with the private key (for Enate) to a PFX file and without the private key (for Azure):
$pw = Read-Host -Prompt "Please enter a password for the Private Key" -AsSecureString
$name = Read-Host -Prompt "Please enter a name for the Certificate"
Write-Host "Creating Certifcate $Certname" -ForegroundColor Green
$Cert = New-SelfSignedCertificate -certstorelocation cert:\CurrentUser\my -Subject "CN=$name" -KeyExportPolicy Exportable -KeySpec Signature
$desktopPath = [Environment]::GetFolderPath("Desktop")
Write-Host "Exporting Certificate with Private Key to $desktopPath\$name.pfx" -ForegroundColor Green
Export-PfxCertificate -cert $Cert -FilePath $desktopPath\$name.pfx -Password $pw
Write-Host "Exporting Certificate with Public Key only to $desktopPath\$name.cer" -ForegroundColor Green
Export-Certificate -cert $Cert -FilePath $desktopPath\$name.cer
5.4 Starting a Case from Enate Workflow
It is now possible to configure a Case to start automatically from within a running Case flow. This is done while configuring a Case by adding a ‘Start New Case’ type of Action into the flow.
When an action of this type is added to the flow, an additional tab displays for ‘Start Case’. This will allow you to select the desired case, and whether you wish to launch as a Sub-Case or not.
5.5 Custom Data into Subject Line of Emails in Builder
Until now it has not been possible to place dynamic text references into Email subject definition as part of the case flow configuration. As of v2019.3, it is now possible to add references to field values & some system properties when defining Email Subjects.
Note: in order to reference a specific field in the email subject, you will have to add the desired field onto a custom card which you will need to link to the same action. Fields are not shared across all actions in that case.
The above example is shown for an Action, but the same feature is also available for Cases and for Tickets.
5.6 Miscellaneous changes
Peer Review Icon in Builder
If you need to verify whether an action is a ‘manual’ or a ‘manual with peer review’, mouse over the action icon and the action type will display.
Grouping of Cases in a Service Line
When working with a very large number of different Case & Ticket types, moving around the Service Matrix can become harder work. In order to combat this you can now create higher-level Groups into which you can nest multiple Cases / Tickets. You can then collapse the group, taking up far less space on-screen when you are not working with the items inside it.
Migrated from old config, you will not see any difference – you will need to open the ‘process template’ popup, create new groups. A default “Ungrouped” value has been created, but you can add your own.
This can help reduce the potential number of different service lines which you might have had to create otherwise.
Builder Grids upgraded
The grids in Builder have now been upgraded to the latest agGrid, bringing increased stability and performance, in line with the Work Manager grids.
6. Robotics Changes
6.1 New dedicated RPA Integration section in Builder
A new dedicated RPA section is available in the Builder toolbar:
6.2 Support for MULTIPLE Orchestration Connections
Within this section, you can now configure multiple Orchestration platforms which your Enate instance can be synchronised with.
You can create and edit multiple connections.
The popups are dynamically created according to the RPA Technology selected. As of now, only UiPath Orchestrator is available, however, the equivalent for Blue Prism and Automation Anywhere will arrive in future versions of the product.
Information you can enter here for UiPath Orchestrator:
Furthermore, you can run a live connection test (which will store information in the Connection Log tab of the popup).
6.3 New Activities for Packets using Token Approach
As an initial step towards moving to a purely Token-based approach for authentication between Enate & UiPath, we now have a new ‘Authenticate’ activity which can be used to generate a token for ongoing authentication throughout a process.
The main change is:
• Instead of requesting ‘username and password’ for each individual activity, processes should now use the ‘Authenticate’ activity at the very start of the process, which will return a token which can then be used for all subsequent activity.
• For the moment Enate will continue to support both username & password approach but will focus on using this new Authentication approach. If an Authtoken is present it will use this over the username/password. The username & password attributes have been removed from the main activity GUI, but can still be accessed via the activity properties screen. Over time, the support for the username/password approach will be deprecated and eventually removed in a future release.
6.4 Blue Prism - Support Proxy Settings on each Action
Each Blue Prism activity which connects to Enate has now been given the following three new properties:
• ProxyAddress
• ProxyUsername
• ProxyPassword
Using these attributes, you can now connect a Blue Prism environment to Enate via a Proxy, something which was not previously supported.
7. Data Warehouse / Reporting changes
7.1 Allow to access Enate reporting DB by Odata API
As of v2019.3, access to the information available in the underlying Enate reporting via the Odata API is now supported. This will allow people to access this information without having to go via SQL directly.
7.2 Additional User Data added to Data Warehouse
Additional data has been added to the tblUsers table in the data warehouse, allowing for richer user-driven reporting. The fields which have been added are as follows:
• Timezone
• Email Address
• Retired marker (whether the user has been retired from the system).
• User type
• Preferred Date/Time
• Time
• Language
7.3 Tableau reporting data incorporating permission data from Enate
Runtime permission data is now available in the Data Warehouse. With this information, it will now be possible to build bespoke reports which can incorporate e.g. ‘siloing
This will now allow the creation of dashboards that could incorporate some form of siloing of information.
7.4 Multilingual Data in Warehouse
Enate has added the multilingual data already available for operational users in Work manager to the Data Warehouse – The localised names of objects for Work Manager can now be referenced to produce localised reports.