Description
Work items are instances of Appications that follow routing instructions.
When work items are activated, they are delivered to the user inbox.
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- Work items may be created only by users that are in the role "WorkItem Manager"
- Users may be limited to only create work items for specific Applications
- Participants are selected during work item creation
- If a work item will be created frequently and with the same audience, then save it as a template
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Create Work Items
Work items may be created for any application that's active and available to a user’s account. A user
must be assigned to the role “WorkItem Manager”. Additionally, users may be limited to only create
work items for specific Applicationss via the access control list.
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Choose Application or Template
When a user has been placed within the role “WorkItem Manager”, the user will be granted access
to the Items tab.
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Id and Description
Work items should be created with a concise and descriptive Id and must be accompanied by a
description.
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Define Participants
Once the work item has been described, the next step is defining participants. Participants are
aviailabe once added to “Users”. The first step is to review the work items activities. Then add users
until the participants are defined with the necessary participation.
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- Any number of users may be included on each task with whatever participation is necessary
to complete the workflow.
- Required - User receives a task in the inbox. All users identified within an activity as required
must respond before the work item will advance. * However, any user rejecting an activity
overrides all other user responses and follows that route.
- Optional - User receives a task in the inbox. The user may respond but is not required to work the inbox task.
- Notify - Users don't receive task in the inbox. The user is only sent an email notification.
- Exclude - Users don't receive a task or notification. This is the same as if the user was deleted from the activity.
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Activate Work Item
When new work items are created, the default status is queued and will not display tasks in Inbox.f
Activating work items displays tasks in Inbox and is accomplished by selecting “Activate Work Item”.
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Save As Template
Many work items are created on weekly, monthly or other frequencys. If this is the case, save those
work items as templates. Not only is the workflow defined, the participants for a particular work item is
also defined, which accelerates and simplifies reoccuring work items.
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Managing Work Items
There are many circumstances that may require work item maintenance, reassignment, case view or
locating active work items.
From “Work Items” tab:
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- Abort Work Items
- Delete Work Items
- Reassign Work Items
- Select the edit icon from a specific work item to view case, edit and reassign participants, and edit
content
- Select the edit icon from a specific work item to view that work item’s history
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| Select “Reports” Tab: |
- Locate work item tasks by many attributes
- View work items historically
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See Reporting for more information
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Reporting
Work items may be filtered across one or more query attributes. Work items may be selected through
case. In addition, work items history has many of the same attributes to gather data to use in metrics.
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