Workspaces Actions

   WorkspacesThis topic is related to Journey Workspaces. |   Workspaces User |   v18.11 This feature was introduced in v18.11. |   v20.05 This feature was updated in v20.05.

Note

Your Workspaces portal may look different to what you see in this topic. This is because Workspaces is a highly configurable product, and this topic describes features based on the default configuration which may differ from how your Workspaces portal is configured; for example, you may see different branding or other fields. Nevertheless, the features described here work the same way in all Workspaces portals.

Workspaces provides a set of standard actions for working with applications and tasks. All of the standard actions are available in the default configuration. In addition to the standard actions, Workspaces also supports the configuration of custom actions that allow your Workspaces portal to be extended with functionality that is not available in the default configuration.

The standard actions relating to applications are:

  • New Form – Start a new application on behalf of someone else.
  • Receipt – See a read-only view of a submitted application.
  • View Notes – View all of the notes from all of an application's tasks.  |  v20.05 This feature was introduced in v20.05.

The standard actions relating to tasks are:

  • Assign – Assign a task to a Workspaces user.
  • Claim – Assign a task to yourself.
  • Decision – Take a decision about a task's outcome.
  • Recover – Recover an abandoned or withdrawn application so that the applicant can continue with it.  |  v19.11 This feature was introduced in v19.11.
  • Release – Remove a task assignment for a task assigned to you.
  • Unassign – Remove a task assignment for any task.
  • View Form – See a read-only view of an application that has been saved but not yet submitted.
  • Withdraw – Cancel an application that has been saved but not yet submitted.  |  v19.11 This feature was introduced in v19.11.

While all of these actions are described below, more information about how to use each action is available in other topics.

  • To learn more about how the Claim, Release, and Decision actions are used when reviewing applications, see Process Actions.
  • To learn more about the View Form, Recover and Withdraw actions, see Helpdesk Actions.
  • To learn more about the New Form action, see Assisted Channel Actions.
  • To learn more about managing task assignment with the Assign and Unassign actions, see Manage Actions.

Standard Actions  |   v20.05 This feature was updated in v20.05.

Standard actions expose the core Workspaces functionality that enables you to process applications, respond to helpdesk inquiries, assist customers, or manage your team's workload.

Each standard action is associated (via configuration) with one or more spaces. In the default configuration, the standard actions available in each space are as follows.

  • ProcessClaim, Decision, Receipt, Release, View Notes
  • HelpdeskReceipt, Recover, View Form, View Notes, Withdraw
  • Assisted ChannelReceipt, Recover, View Form, View Notes, Withdraw
  • ManageAssign, New Form, Receipt, Unassign, View Notes

The Receipt action is available for submitted applications in all spaces, and View Form is available for saved applications in the Helpdesk and Assisted Channel spaces, so you can always view the information entered by the applicant when you need to. Further, the View Notes action is available in all spaces so you can always view the notes that Workspaces users have made against an application which will help you understand an application's progress. Finally, note that only Assisted Channel users can kick-off new applications but these can subsequently be claimed or assigned to another user.

Associating an action with a space is just one way that Workspaces controls which actions are available for you to use on a task or application. Role-based configuration of permissions, and the current status of the task or application also contribute to determining whether an action is available for you to perform on a given task or application at any point in time. So, as you can see, while certain actions are only available in certain spaces, the availability of an action for a given application can change as the application progresses through its life cycle. For more information about how Workspaces controls what you can do, see Access Control.

Standard actions can be performed from any List or Details page. On a List page, actions are available as icon buttons on the right-hand side of each item in the item list. However, the way actions are made available on a Details page varies depending upon whether the action relates to an application or a task.

  • For standard actions relating to applications, there are buttons in the Action panel to the right of the Key Info card.
  • For standard actions relating to tasks, there are icon buttons on each task in the Timeline.

Different actions may be available for each task as the actions that can be performed on a task at any time depend on several factors including the task's current state. For example, the Assign action will not be available for a task that has been assigned to a user already. If there are no available actions for a task, Workspaces indicates this by displaying the  (No Actions Available) icon, instead of the usual action icon buttons, with the icon's gray color reinforcing the lack of available actions.

Note

Button labels and hints (where available) are configurable and may not be the same as the standard action types in your Workspaces portal.

To perform a standard action, click the application or task button corresponding to the desired action. Most standard actions will display a brief message in the bottom right corner of the screen confirming that your desired action was successful or notifying you that something went wrong.

Custom Actions  |  v19.11 This feature was introduced in v19.11.

Workspaces supports custom actions that allow your Workspaces portal to be extended with functionality that is not available in the default configuration.

Custom actions can be performed from a Details page only. The available custom actions can be accessed via the More button in the action group to the right of the Key Info card on the Details page.

Note

The default configuration of Workspaces does not include any custom actions. If custom actions are available in your Workspaces portal, these actions and what they do are specific to the configuration of your Workspaces portal and, hence, are not covered by this documentation.

To perform a custom action:

  1. Select a task or application item from a List page to display it in the corresponding Details page.
  2. Click the More button to display the list of available custom actions.
  3. Select the desired action from the list.

Selecting a custom action initiates the functionality associated with the action. This may present a form or other interactive element to the user that they need to engage with in order to complete the action. Alternatively, a custom action may trigger some back-end functionality in Journey Manager or another back-end system. Regardless of what happens, when the custom action is complete, focus is returned to the Details page where the user initiated the custom action.