Application Details Page

   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.

Overview

The Application Details page, as the name suggests, displays information about an individual application, and provides features for you to work with applications and tasks. The Details page is displayed when a user clicks an application or task in an item list on a List Page, and the information displayed is reloaded when the use clicks a task in the Application Timeline. Application information is displayed in the context of a specific task, being either the first task for a saved application or any selected task for a submitted application.

Each space in the default configuration of the Workspaces portal includes its own Details page, and all of them share a common layout and a lot of common functionality. However, each Details page has some differences, and these are identified when discussing each of the spaces separately.

On the Details page, you can view information about the application and its associated tasks, and take appropriate actions to complete the tasks, thereby progressing the application through its processing life cycle. The Details page includes the following features, each of which is contained in a separate card or in a separate card section.

  • Key information about the selected application and its tasks
  • The ability to track application progress against an SLA.  |  v19.11 This feature was introduced in v19.11.
  • A set of standard actions that the current user can perform on the task or application at the current stage of the application's life cycle.  |   v20.05 This feature was updated in v20.05.
  • A list of applicants and products where you can select an applicant to view more details.  |  v19.11 This feature was introduced in v19.11.
  • Personal information for the selected applicant, including identity and contact details.  |   v19.11 This feature was updated in v19.11.
  • The outcomes of pre-configured background checks which provide an assessment of the selected applicant's suitability.  |   v19.11 This feature was updated in v19.11.
  • A feature-rich application timeline of all steps that the application has progressed through, showing key application details, and tasks with accompanying notes.  |   v20.05 This feature was updated in v20.05.
  • Timeline task items can be selected to refresh the Details page and present the application in the context of the selected task.  |  v20.05 This feature was introduced in v20.05.
  • Task-specific actions are presented for each timeline task item so that you know you're acting on the right task.  |  v20.05 This feature was introduced in v20.05.
  • Attached documents relating to the application.  |   v19.11 This feature was updated in v19.11.
  • Optional display of custom information; for example, information that is not included in the standard cards, or that is presented differently.

Generally, each information item on the Details page has a label and a value. The label identifies the specific entity that the information relates to, and the value is the application information corresponding to the label. Sometimes, there may be multiple values for one label; for example, when data is presented in a table.

The Details page has been carefully designed to include all of the information you need to get your job done. Nevertheless, sometimes a value might be too long to fit in the space available for it; in this case, the value is truncated and an ellipsis ('...') is added to the end to indicate that you're not looking at the full value. To see the full value, point your cursor at the truncated value and a tool tip is displayed showing the full value in a tool tip.

To return to the List page, click the Back to ... link at the top of the page, or click an item in the Spaces panel.

Key Information

The Key Info card displays important application information that's handy for Workspaces staff to have at their fingertips.

As mentioned above, each information item has a label and a value. Items on the Key Info card also have an icon that provides a visual representation of the type of entity that the information is related to; for example, a unique identifier (ID), a person or a duration. The Key Info card includes between four and six items depending on the width of your browser window. The full width layout accommodates six key information items but as the width of your browser becomes smaller, items are removed progressively until only four items are displayed.

SLA Expiry  |  v19.11 This feature was introduced in v19.11.

Note

While the SLA Expiry field is available in the default configuration of Workspaces, it may not be available in your Workspaces portal or it may appear differently depending upon how your Workspaces portal has been configured.

Workspaces enables you to monitor the progress of each submitted application against a crucial service indicator, such as an SLA. On the Details page, SLA Expiry in the Key Info card shows the amount of time remaining to complete processing of the application or the elapsed time since the SLA was breached.

Unlike the graphical SLA indicator on the List page, the SLA Expiry field does not explicitly indicate when an application is in the SLA Warning period.

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

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.

Standard Actions in Workspaces v20.05

Standard actions can be performed from any Details page. 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.

Standard Actions in Workspaces v19.11 and earlier releases

Standard actions can be performed from any Details page. On the Details page, buttons for the available standard actions can be found in the Action panel to the right of the Key Info card.

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.

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 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

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, click the More button then select the desired action from the list displayed. What happens next depends on the configuration of the custom action and may require user interaction, or may trigger some back-end functionality in Journey Manager or another back-end system.

Applicant Information

When an applicant fills out an application, they are usually required to provide, for each applicant, personal information that serves to identify them uniquely. This personally identifiable information (PIIPersonally Identifiable Information (PII) is information about an individual that can be used to distinguish or trace an individual‘s identity, such as name, social security number, date and place of birth, mother‘s maiden name, or biometric records; and any other information that is linked to an individual.) is often used to perform background checks which are critical in successfully processing the application.

Changes have been made to the way applicant information is presented in Workspaces v19.11. Prior to Workspaces v19.11, applicant Information and background checks were displayed in two separate cards, Applicants and Background Checks, and all information for all applicants was displayed simultaneously. In Workspaces v19.11, applicant Information and background checks are now displayed for one applicant at a time, and in two separate sections of the Applicants card, Personal Info and Background Checks. These two sections are preceded by a Selected Applicant section containing the list of applicants, from which one applicant can be selected to see their information.

Applicant Information in Workspaces v19.11 and later releases

All information pertaining to the applicants is combined into a single Applicants card. In the default configuration, the Applicants card uses the same layout in all spaces, consisting of three sections:

Selected Applicant

As mentioned above, the Selected Applicant section serves two purposes. In addition to displaying key applicant-related information, you can select an applicant from this section to display their information in the Personal Info and Background Checks sections.

In the default configuration, the key applicant-related information shown for each applicant includes:

  • A Selected indicator (radio button) showing which applicant is currently selected.
  • A Status indicator (red disc) showing whether any of the background checks require attention when processing the application.
  • Applicant identity information (Name, Email).
  • Finally, on the right-hand side there's a column for each product in the application.

The product columns correspond to the products in the application that were selected by the applicant, and the values in these columns indicate how each applicant relates to each product in the application; for example, whether an applicant is the primary applicant, a joint applicant, or even a guarantor.

The first four columns in the Selected Applicant table are fixed (in the default configuration), with only Name and Email being applicant information. Status is a system-generated value based on the results of the applicant's background checks, and Selected reflects a choice made by a Workspaces user. In contrast, the number and names of the product columns may vary from one application to the next as they are determined by selections made by the applicants when completing their application. Similarly, the values displayed in the product columns are also application specific, as they correspond to selections made by the applicants when completing the application.

Personal Info

Immediately beneath the Selected Applicant section is the Personal Info section. This section, as the name suggests, displays personal information (PIIPersonally Identifiable Information (PII) is information about an individual that can be used to distinguish or trace an individual‘s identity, such as name, social security number, date and place of birth, mother‘s maiden name, or biometric records; and any other information that is linked to an individual.) relating to the currently selected applicant. Prior to Workspaces v19.11, the personal information for all applicants was displayed simultaneously in a tabular view. In Workspaces v19.11, personal information is displayed in a grid layout for just one selected applicant. This change was made to improve the user experience when dealing with applications that include multiple applicants and/or multiple products.

Background Checks

The Background Checks section displays a read-only view of the results of various checks or verifications relating to the selected applicant. Examples of checks and verifications that might appear here include identity verification and risk rating.

The background checks are displayed in groups, showing the name of each background check and the corresponding results. Those for which results are not available are shown with no data.

The result of each background check is reinforced through the use of color. Journey Workspaces supports a set of standard colors that can be associated with various results or states. Here are the available colors and some suggestions for how they might be used.

  • Green, Light Green – Indicate positive results.
  • Red, Black – Indicate negative results.
  • Blue – Used for neutral states.
  • Orange – Represent intermediate or other states.

The Background Checks section includes a legend identifying the principle colors (blue, green, red, orange) and their indication.

Some background checks have additional information associated with them which can be useful to understand how the result was determined. The availability of additional information is indicated by a Detail Link to the right of the result; click the link to view the additional information.

The Background Checks section is highly configurable. The specific background checks displayed are configured by a Journey platform developer and cannot be changed by a Workspaces user.

Applicant Information in Workspaces v19.05 and earlier releases

Applicant Details

The Applicants card displays a brief read-only view of personal information that helps you to identify each applicant.

Personal information, which could include Personally Identifiable Information (PII) such as full name or email address, is displayed for primary and secondary applicants, with each applicant’s details shown separately. A minimum of three applicants are shown; if there are less than three applicants, those that are not applicable are shown with no data. Each applicant is identified uniquely by an Applicant Number icon which is used elsewhere on this page to connect information to a specific applicant.

Note

The number of applicants displayed is configurable. While the default configuration has three applicants, your Workspaces portal may have more (or less).

The specific information items displayed and their arrangement in this card are configured by a Workspaces developer and cannot be changed by a Workspaces user.

Background Checks

The Background Checks card displays a read-only view of the results of various checks or verifications relating to the applicants. Examples of checks and verifications that might appear here include identity verification and risk rating.

The background checks are displayed in groups, showing the name of each background check and the corresponding results. Separate results are shown for each applicant. A minimum of three applicants are shown; if there are less than three applicants, those that are not applicable are shown with no data. Applicant Number icons are used to identify the applicant that each background check relates to.

Note

The number of applicants displayed is configurable. While the default configuration has three applicants, your Workspaces portal may have more (or less).

The result of each background check is reinforced through the use of color. Journey Workspaces supports a set of standard colors that can be associated with various results or states. Here are the available colors and some suggestions for how they might be used.

  • Green, Light Green – Indicate positive results.
  • Red, Black – Indicate negative results.
  • Blue – Used for neutral states.
  • Orange – Represent intermediate or other states.

Some background checks have additional information associated with them which can be useful to understand how the result was determined. The availability of additional information is indicated by a Detail Link to the right of the result; click the link to view the additional information.

The Background Checks card is highly configurable. The specific background checks displayed on this card are configured by a Journey platform developer and cannot be changed by a Workspaces user.

Application Timeline  |   v20.05 This feature was updated in v20.05.

The Application Timeline displays important information and accompanying notes relating to steps and tasks in the application's history.

The step that is currently in progress is shown at the top of the Application Timeline followed by the completed steps listed in order of creation with the oldest step at the bottom.

Application Timeline in Workspaces v20.05

Each step in the Application Timeline is represented by a separate timeline item which is generally associated with one or more tasks, although a step that is processed automatically by the system may not have any tasks. By default, timeline items appear in a collapsed state, showing summary information relating to the step. However, you can click a timeline item to expand it and reveal more details about the step or task. In fact, the timeline always has just a single step expanded showing all of the tasks associated with the step. As a result, if you click a step to expand it, the previously expanded step will collapse, hiding its tasks. Note that a step that does not have any associated tasks cannot be expanded.

When a step is collapsed, the following details are shown\:

  • The step name. This may be the same as the name of the queue that the task is or was sourced from, except for the oldest task whose name identifies it as the task that was created when the application was submitted.
  • The date/time that the step was created.
  • The step's result, or "NO RESULT" if it is not yet determined.
  • The number of tasks associated with the step.
  • The number of notes made against tasks belonging to the step.

When a step is expanded, you can see the step's tasks, each of which includes the following details:

  • The name of the queue that the task is or was sourced from.
  • Who the task is or was assigned to (email address).
  • The date/time that the task was created.
  • The date/time that the task was most recently updated.
  • The task ID; this is unique in your Workspaces portal.

This information can also be viewed in a formatted tooltip that appears when you point your cursor at the task.

When a step is expanded, you can select one of its tasks which causes the Details page to be reloaded, showing the application in the context of the selected task. Selecting a task also reveals the available task-related actions that can be performed on the task, and any notes entered against the task. (If, instead, you want to view all of the notes for all tasks in an application, click View Notes in the Actions panel.) Further, if the step has not been completed, you can enter a note against the selected task to record additional information about the task or its associated step.

Note

The Note field is limited to 2000 characters.

Application Timeline in Workspaces v19.11 and earlier

Each step in the Timeline is displayed in a separate Step History card. Each step generally corresponds to a single task associated with the application. Only one step is expanded at any time; clicking a step collapses the step that was open. Initially, all of the completed steps are collapsed with just the step that is in progress expanded, but any step can be expanded to view more information.

When a step is collapsed, the following details are shown\:

  • The step name. This may be the same as the name of the queue that the task is or was sourced from, except for the oldest task whose name identifies it as the task that was created when the application was submitted.
  • The date/time that the step was created.
  • The current (In Progress) or final (Completed) result for the step.
  • The number of tasks associated with the step.

When a step is expanded, you can see the step's task which includes the following details:

  • The name of the queue that the task is or was sourced from.
  • Who the task is or was assigned to (email address).
  • The date/time that the task was created.
  • The date/time that the task was most recently updated.
  • The task ID; this is unique in your Workspaces portal.

If you point your cursor at these details, a formatted tool tip is displayed with labels identifying what each item is.

To the right of these details, the date/time that the task was last updated is displayed, and beneath them is the task name and status, followed by one or more notes.

While the current (In Progress) step is open, you can record information about the step by entering a note. You can add a note to any task of the step that is in progress. However, notes cannot be entered for older steps that have been completed. To add a note, select a task that has the placeholder text 'Add a note', then type in your note and press Enter. Notes are displayed in the reverse order in which they were made, with the newest notes at the top. Each note identifies the user that added the note (email address) and when the note was added (date/time) above the note's text.

Note

The Note field is limited to 2000 characters.

Documents  |   v19.11 This feature was updated in v19.11.

The processing of applications often requires that the information entered by the applicants be corroborated against third-party evidence such as a drivers license or an energy bill. Managing the collection of this kind of documentary evidence is handled in Workspaces by the Documents card.

The Documents card provides a read-only view of the documents attached to an application as well as some system-level information relating to the document. Documents are often uploaded by the applicant while filling out the form, and attached to the application, but they may be provided by other means. For example, an application may be at a point where the applicant can no longer access it but needs to provide supporting documentation. In this case, the applicant may have the option to email the document to the person processing the application who then uploads and attaches it to the application.

Note

In Workspaces v19.05 and earlier releases, duplicate documents were not permitted. (Workspaces considers two files to be duplicates if they have the same document title (description), the same file name, or if they are copies of the same file with different file names.) Workspaces v19.11 relaxes this constraint and allows duplicate files to be attached to an application.

Each document item in the Documents card contains the following elements.

  • Document Title – The document title is entered by the user when uploading a document in Workspaces, or it may be assigned automatically if the document was uploaded by the applicant when filling in and submitting the application. The document title should identify the kind of information in the document file.
  • Uploaded Timestamp – A timestamp that shows when the document file was uploaded and attached to the application.
  • File Details – The specific file-level details displayed, and where they appear, depend on your Workspaces version, but may include file name, type or size. The images below show which file details are available for your Workspaces version.
  • Download – On the right-hand side of each document item is a (missing or bad snippet) icon that you can click to download the document file.

In Workspaces v19.05 and earlier releases, a circular avatar was displayed on the left-hand side of each document item identifying who uploaded the document. This avatar has been removed in Workspaces v19.11.  |   v19.11 This feature was updated in v19.11.

While a Workspaces user cannot change the way documents appear on the Documents card, they can upload and manage the documents attached to an application.

Upload a Document

While processing a task that is assigned to you, you may need to upload (attach) additional documents to the application. You can upload a document from a Details page only, not from a List page, and from any space.

Note

In Workspaces v19.05 and earlier releases, you can only upload documents for tasks that are assigned to you. Workspaces v19.11 relaxes this constraint and allows a Workspaces portal to be configured so that you can upload a document to any application, even if it is not assigned to you. This behavior is enabled in the default configuration for Workspaces v19.11.

To upload a document on the Details page:

  1. Click Upload Docs (Upload Documents in Workspaces v19.05 and earlier). This option is available only for tasks that are assigned to you.
  2. Enter a document description. The Upload Document button becomes enabled.
  3. Click Upload Document and browse for the document file you want to upload, then select it and close the file browser dialog. The appearance of the file browser dialog and the way it behaves is dependent on your underlying operating system.
  4. If you're finished uploading documents, then go to the next step. However, If you want to upload more documents, click Add more documents and repeat from step 2 above.
  5. Click Done or (Close) when you're finished uploading documents.

Manage Application Attachments

Workspaces provides several options that allow you to manage the documents attached to an application. These options are available on the Attached Documents - Add / Remove modal window which you can display by clicking Upload Docs (Upload Documents in Workspaces v19.05 and earlier) on the Details page.

  • Upload multiple documents – Follow the steps above describing how to upload a document, and at step 4 follow the instructions to upload more documents.
  • Upload a different file for an existing document – With the Attached Documents - Add / Remove modal window open, locate the document you want to modify. Click (missing or bad snippet) adjacent to the file that is to be replaced, thereby removing the attached file. Now, follow the instructions in Upload a Document above from step 3 to upload a different file and attach it to this document.
  • Remove a document – With the Attached Documents - Add / Remove modal window open, locate the document you want to remove and click (missing or bad snippet) adjacent to this document.

The following image shows where you can find the various attachment management features.

Upload a Document Example

This example shows how someone who is processing applications can upload an identity document, in this case a drivers license, to an application for an assigned task. It is assumed that you know how to find a task that is assigned to you, or how to find an unassigned task and claim it. This is important because you can only upload documents for tasks that are assigned to you.

  1. Login to Workspaces and select the Process space.
  2. Locate a task assigned to you, or find and claim an unassigned task, then select the task to display the task's details.
  3. On the Details page, scroll down to reveal the Documents card in the lower right-hand corner of the page, then click Upload Docs (Upload Documents in Workspaces v19.05 and earlier) to open the Attached Documents - Add/Remove modal window.
  4. Enter a description for the document that you want to upload. Note that the Upload Document button on the right is disabled until you enter something in the description field.
  5. Click Upload Document, then browse to and select the document file you want to upload. A message is displayed briefly confirming that the document has been uploaded successfully.
  6. Click Done to close the Attached Documents - Add/Remove modal window and return to the Details page.

    A new document item appears in the Documents card for the document you just uploaded.

Custom Information

In addition to the information displayed on the pre-defined cards, other important information can be displayed in custom cards. Two formats are supported: a standard custom card to display a set of single-value data and a list custom card that can display lists or tabular data.

A standard custom card is configured to display a set of data items and a single value for each data item. By contrast, the list custom card displays data in a tabular format with each column representing a different data item and each row being a related set of values. A link button may be displayed for any data item; clicking the link displays more information about the data item in a pop-up window.

Custom cards are configured by a Workspaces developer. They provide a read-only view of the information presented. A Workspaces user has no control over the way these cards appear and cannot modify the displayed data.

No Data scenario

Sometimes, data may not be available in Workspaces for one or more data items. This could be because the expected data does not exist (for example, has not been collected) or because a technical issue prevents Workspaces from being able to obtain the data. Workspaces indicates that expected data is not available by displaying a dash ‘– ‘ instead of the data value. The lack of data is reinforced by the use of gray color for UI elements relating to these data items.