Workspaces Actions

   WorkspacesThis topic is related to Journey Workspaces. |   Workspaces User |   v18.11 This feature was introduced in v18.11. |   Updated in v19.05 This feature was updated in v19.05.

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.

Journey Workspaces supports a defined set of actions for working with tasks. The available actions (in alphabetical order) are:

  • Assign – Assign a task to a Workspaces user.
  • Claim – Assign a task to yourself.
  • Decision – Take a decision about a task's outcome.
  • New Form – Start a new application on behalf of someone else.
  • Receipt – See a read-only view of a submitted application.
  • 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.

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

  • 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 action, 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.

Action Basics

Each action is associated (via configuration) with one or more spaces where it becomes available for use. Actions can also become available (or unavailable) as a task progresses through its life cycle. In the default configuration, the actions available in each space are as follows.

  • ProcessReceipt, Claim, Release, Decision
  • HelpdeskView Form, Receipt
  • Assisted ChannelReceipt, View Form, New Form
  • ManageReceipt, Assign, Unassign

Note that the Receipt action is available for submitted tasks in all spaces, and View Form is available for saved tasks in the Helpdesk and Assisted Channel spaces, so you can always view the information entered by the applicant when you need to.

As described elsewhere (see Access Control), Workspaces controls a user's access to tasks. Assisted Channel users can kick-off new applications which subsequently can be claimed or assigned to a user.

Actions can be performed from a List page or a Details page. At any time, buttons for the available actions can be found on the Details page in a group to the right of the Key Info card. Icon buttons for some actions may also be available in the item list. Note that the button labels are configurable and may not be the same as the action types.

To perform an action, click the button corresponding to the desired action. Most 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.

Assign

If you manage a team, you may need to schedule work to meet various needs; for example, to share work across your team, to accommodate team member absences, or to satisfy an SLAA service-level agreement (SLA) is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.. A user with access to the Manage space, such as a manager or a Workspaces administrator, can assign and unassign tasks to address any such needs.

To assign a task, you must be in the Manage space, and the task must be assignable to the target user. Two conditions must be met for a task to be assignable to a user:

  • The task must not be assigned to anyone.
  • The user must have the necessary permissions to access the task.

If both of these conditions are met, then the task can be assigned to the user.

If you want to assign a task that is assigned to someone already, you must first unassign the task. To learn about unassigning tasks, see Unassign on this page. Alternatively, if the task is assigned to you, you can release it from the Process space. To learn about releasing tasks, see Release on this page.

To assign a task to a user from the Manage space's List page:

  1. Select the Manage space.
  2. On the List page, locate the task you want to claim in the item list.
  3. Point your cursor at the task item – the available actions appear at the right-hand side.
  4. Click (Assign) to display the list of Workspaces users.
  5. Select a user from the list – the task is assigned to the selected user, and their Workspaces id is displayed in the Assigned column.

To assign a task to a user from the Manage space's Details page:

  1. Select the Manage space.
  2. On the List page, locate the task you want to claim in the item list, then select it to display the task's details.
  3. On the Details page, click Assign to display the list of Workspaces users.
  4. Select a user from the list – the task is assigned to the selected user, and their Workspaces id is displayed in the Assigned To field in the key information.

When you assign a task successfully using either of these methods, a message is displayed briefly in the bottom left corner of the page confirming you have assigned the task.

Claim

When you need to work on a task, it must be assigned to you first. You can assign a task to yourself by claiming it.

To claim a task, you must be in the Process or Helpdesk space. You can only claim a task that is not already assigned to someone. If you want to claim a task that has already been assigned to someone else, the task must be released or unassigned first. To learn about releasing tasks, see Release on this page. To learn about unassigning tasks, see Unassign on this page.

Further, you can only use the Claim action to assign a task to yourself, not to someone else. To learn about how to assign tasks to someone else, see Assign on this page.

To claim a task from a List page:

  1. Select the Process or Helpdesk space.
  2. On the List page, locate the task you want to claim in the item list.
  3. Point your cursor at the task item – the available actions appear at the right-hand side.
  4. Click (Claim) – the task is assigned to you, and your Workspaces id is displayed in the Assigned column.

To claim a task from a Details page:

  1. Select the Process or Helpdesk space.
  2. On the List page, locate the task you want to claim in the item list, then select it to display the task's details.
  3. On the Details page, click Claim – the task is assigned to you, and your Workspaces id is displayed in the Assigned To field in the key information.

When you claim a task successfully using either of these methods, a message is displayed briefly in the bottom left corner of the page confirming you have claimed the task.

Decision

When you have all the information you need about a task, you can take a decision. Taking a decision on a task completes the task and moves it along in its life cycle.

The Decision action is available only from the Details page in the Process space, and only for tasks that are assigned to you; you cannot take a decision for a task that is assigned to someone else. When you take a decision, you must provide both the decision (representing some outcome, assessment or result) and a note supporting the decision. The note is important because it helps others to understand how you arrived at your decision.

To take a decision:

  1. Select the Process or Manage space.
  2. Locate the item (task) of interest, and select it to open its Details page.
  3. Click Decision to display the Decision window.
  4. Select one of the options in the Choose a Decision dropdown. The decision options available in your Workspaces portal are dependent on your Journey application configuration but may include such options as Approve and Decline.
  5. Enter a mandatory note supporting your decision. Ensure you enter a note that will be useful to others in understanding the decision that has been taken.
  6. Finally, click Submit to submit your decision. If you're not ready to submit your decision but want to keep the information you have entered, click Save instead to save what you have entered so that it is not lost.
  7. Click (Close) to close the Decision window and return to the Details page.

If you don’t have all the information you need to complete the decision right now, you can click Save (at step 6) to save the information you have entered and complete the decision later. Subsequently, when you are ready to complete the decision, repeat the necessary steps above to return to the Decision window, update the Decision and Note as required, and then click Submit to record the decision you have made.

Note

If you close the Decision window without saving first, the information you entered will be lost.

New Form

In a customer-focused role such as a relationship manager, it helps to be able to provide services to your busy customers that make their lives easier. Workspaces includes many features aimed at reducing friction in the application process. One of these is the New Form action which allows you to kick-start applications on behalf of your customers.

You can start an application only from the List page in the Assisted Channel space; the New Form action is not available from the Details page, nor in any other space.

To start an application:

  1. Select the Assisted Channel space.
  2. On the List page, click New Form and select a form / product type from the list displayed.
  3. A window opens containing the selected form. Enter any customer or application details that you have, then save and close the application.
  4. When you return to the List page, a task for the new application that you just saved will appear in your item list. If you can't see it straight away, you may need to refresh the page.

Once you have started an application, you can open it again any time to continue entering information on the applicant's behalf until the applicant has submitted it. For details about how to continue an application, see View Form on this page.

Receipt

Many of the actions you perform in Workspaces rely upon you being able to see the information submitted by an applicant; for example, when you're reviewing an application to make a decision or responding to a customer inquiry. The Receipt action allows you to view a submitted application. To view an application that has been saved but not yet submitted, see View Form on this page.

You can view a receipt from any space, and for any item (task or application) even if it's not assigned to you. A receipt is a read-only view of the information submitted by the applicant, displayed in the same form used to capture that information. Note that a receipt does not allow you to change the application in any way.

To view a receipt from a List page:

  1. Select any space.
  2. On the List page, locate the item that you want to view.
  3. Point your cursor at the item in the item list – the available actions appear at the right-hand side. If the item relates to a submitted application, you will see the (Receipt) icon. If you do not see this icon, the application has not yet been submitted and you will see the (View Form) icon instead; see View Form for details about how to view a saved application.
  4. Click (Receipt) – a window opens displaying the application information. Scroll bars are available to allow you to see the full page, and you can use any navigation tools on the form to see all of the application.

To view a receipt from a Details page:

  1. Select any space.
  2. On the List page, locate the item in the item list that you want to view, then select it to display its application details.
  3. On the Details page, the Receipt action will be available if the application has been submitted; otherwise, the View Form action will be available indicating that the application has been saved but not yet submitted. For details about how to view a saved application, see View Form on this page.
  4. Click Receipt – a window opens displaying the application information. Scroll bars are available to allow you to see the full page, and you can use any navigation tools on the form to see all of the application.

Regardless of which page you opened the receipt window from, when you're finished viewing the receipt, click (Close) in the top-right corner to close the Receipt window and return to the page you started from.

Release

When you no longer need to work on a task, you can release it so that it can be assigned to someone else. Releasing a task returns it to the pool of unassigned tasks in the item list, allowing it to be assigned to or claimed by someone else.

To release a task, you must be in the Process or Helpdesk space. The Release action is available only for tasks that are assigned to you. You cannot release a task that is assigned to someone else; the task must be unassigned first. To learn about unassigning tasks, see Unassign on this page.

To release a task from the List page:

  1. Select the Process or Helpdesk space.
  2. On the List page, locate the task you want to release in the item list.
  3. Point your cursor at the task item – the available actions appear at the right-hand side.
  4. Click (Release) – the task is no longer assigned to you, and your Workspaces id is removed from the Assigned column.

To release a task from the Details page:

  1. Select the Process or Helpdesk space.
  2. On the List page, locate the task you want to release in the item list, then select it to display the task's details.
  3. On the Details page, click Release – the task is no longer assigned to you, and your Workspaces id is removed from the Assigned To field in the key information.

When you release a task successfully using either of these methods, a message is displayed briefly in the bottom left corner of the page confirming you have released the task.

Unassign

If you manage a team, you may need to schedule work to meet various needs; for example, to share work across your team, to accommodate team member absences, or to satisfy an SLAA service-level agreement (SLA) is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.. A user with access to the Manage space, such as a manager or a Workspaces administrator, can assign and unassign tasks to address any such needs.

To unassign a task, you must be in the Manage space. Unassigning a task, as the name suggests, returns the task to the pool of unassigned tasks, allowing it to be assigned to or claimed by someone else. You can only unassign a task that is assigned to someone already, including yourself. However, if the task is assigned to you and you're in the Process space, you can release it instead. To learn about releasing tasks, see Release on this page.

To unassign a task from the List page:

  1. Select the Manage space.
  2. On the List page, locate the task you want to unassign in the item list.
  3. Point your cursor at the task item – the available actions appear at the right-hand side.
  4. Click (Unassign) – the task is no longer assigned, and the previously assigned Workspaces id is removed from the Assigned column.

To release a task from the Details page:

  1. Select the Manage space.
  2. On the List page, locate the task you want to unassign in the item list, then select it to display the task's details.
  3. On the Details page, click Unassign – the task is no longer assigned, and the previously assigned Workspaces id is removed from the Assigned To field in the key information.

When you unassign a task successfully using either of these methods, a message is displayed briefly in the bottom left corner of the page confirming you have unassigned the task.

View Form

Some of the actions you perform in Workspaces rely upon you being able to see information entered and saved by an applicant; for example, when responding to a customer inquiry. The View Form action allows you to view a saved application. To view an application that has been submitted, see Receipt on this page.

To view a form, you must be in the Helpdesk or Assisted Channel space. When you view a form, the information entered by the applicant is displayed in the same form used to capture that information. Viewing a form differs from viewing a receipt in that the form is not read-only. When you view a form, you can enter or update application information to help the applicant to complete their application.

To view a form from a List page:

  1. Select the Helpdesk or Assisted Channel space.
  2. On the List page, locate the item that you want to view in the item list.
  3. Point your cursor at the item – the available actions appear at the right-hand side. If you see the (Receipt) icon, the item relates to a submitted application – see Receipt for details about how to view a submitted application. Otherwise, you will see the (View Form) icon indicating the application has been saved but not yet submitted.
  4. Click (View Form) – a window opens displaying the application in the same form used to capture the original information. Scroll bars are available to allow you to access the full page, and you can use any navigation tools on the form to access all of the application.

To view a form from a Details page:

  1. Select the Helpdesk or Assisted Channel space.
  2. On the List page, locate the item that you want to view in the item list, then select it to display the application details.
  3. On the Details page, the View Form action will be available if the application has been saved but not yet submitted. However, if the application has been submitted, the Receipt action will be available instead. For details about how to view a submitted application, see Receipt on this page.
  4. Click View Form – a window opens displaying the application in the same form used to capture the original information. Scroll bars are available to allow you to access the full page, and you can use any navigation tools on the form to access all of the application.

Regardless of which page you opened the form window from, when you're finished accessing the form, click (Close) in the top-right corner to close the form window and return to the page you started from.