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.