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.