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”.