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.
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.
Each space in a Workspaces portal is configured with a List page that displays a list of active application or task items, and a set of actions that you can use to work with a selected item. Each List page is configured with a set of common features that allow you to control which items are displayed in the list, including the following.
The following screenshot indicates where you can find the common features on the List page using the Process space as an example.
The List pages for the Process and Manage spaces are configured with similar functionality, while those for the Helpdesk and Assisted Channel spaces have some different behavior. The most significant difference is how the item list is populated for each space, but there are other differences such as the SLA column on the Process and Manage spaces.
The main element on the List page is the item list which displays summary information for a list of tasks- or applications. The selectors at the top of the page, for the global filters and view, are the main way you control and identify which tasks are displayed in the item list. Up to three global filters may be configured but the default configuration has just two.
If you've selected global filters and a view, and you can't see the item you’re looking for, you can further refine the list of items using the filter and sort options. Filtering restricts which items are displayed in the item list, and sorting determines the order items appear in the list. To learn more about these options, see Filter the item list and Sort the item list.
Sometimes, you just need to find a specific task or application quickly, or you can’t see it in the item list using the techniques described above. In these kinds of situations, you can search for the item to find it straight away (or not at all). To learn how to search, see Search for Tasks.
Other times, you might not be sure which task or application you need until you see it, so after using the selectors and filters you want to browse through the item list until you find what you need. Workspacesincludes a set of paging tools that allow you to browse the item list and which also allow you to choose how many items are displayed on a page.
The number of items that satisfy all criteria for selection is shown as the Item Count next to the view name. The global filters, current view, search and filters all contribute to the calculation of the Item Count.
Once you’ve found the task or application that you’re looking for, there are two ways you can interact with it on the List page.
The available actions for a task or application item depend on the currently selected space and the item’s current state. The Receipt action is always available for a submitted application and similarly the View Form for saved applications, allowing you to see the information entered by the applicant. To learn about actions including Receipt and View Form, see Workspaces Actions.
Some actions may only be available from the Details page. If you think an action should be available but can't see it in the item list, try selecting the item and check if the action is available on the Details page.
The main element on the List page is the item list, a tabular display of task- or application-related information in rows and columns. Each row of the item list corresponds to a single item (task or application), and displays brief information for the item that helps you to identify the items you're interested in. The kind of information displayed in each column is configurable, so your Workspaces portal may differ from the default configuration.
The items displayed in the item list satisfy a set of criteria selected by the user starting with selections from the global filters and views, then refined by searching and filtering. Items appear in the item list if they:
Note that the last three criteria (Created Date, view, and optional filter/search) are the same for all spaces in the default configuration. This means we can simplify the description of which items appear in the item list by focusing on how the item list is populated initially for each space in the default configuration before applying the common criteria. This leads to the following:
While the SLA Indicator 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.
In the Process and Manage spaces, Workspaces enables you to monitor the progress of each submitted application against a crucial service indicator, such as an SLA, via a graphical indicator in the item list. A red disc (SLA Alert) indicates that the SLA has been breached, while an amber disc (SLA Warning) indicates that an SLA breach is imminent. If no indicator is displayed, the application is still being processed within the SLA period and not in imminent danger of breaching the SLA.
A text version of the SLA indicator is available on the Details page, showing how processing of the application is progressing relative to the SLA.
In the Process and Manage spaces, the List page allows you to interact with tasks from any queue that you can access. The Queues selector identifies which queue is currently used as the source for populating the item list. You can select another queue from the Queues selector if more than one queue is available to you.
The default Workspaces configuration makes the Queues selector available in the Process and Manage spaces only.
In the Process and Manage spaces, when the List page is first displayed, a default queue is selected for you and tasks from that queue are displayed in the item list. If no queue is selected, the item list is empty and you need to choose a queue. Thereafter, Workspaces remembers the last queue you chose, and selects it automatically when you open the List page.
The available queues are listed in the Queues selector’s dropdown list as well as an All item. You can choose any queue from the dropdown list to be the source of tasks for populating the item list. If you choose All, the item list is populated with tasks from all of the queues available to you.
Selecting the All queues item populates the item list with tasks from all of the queues that you can access. There may be tasks on other queues that you cannot access; these tasks are not displayed in the item list when the All queues item is selected.
As mentioned above, the first global filter applied to the List page in the Helpdesk and Assisted Channel spaces is for a form / product type. The Form / Product Type selector identifies the currently selected form / product type, and allows you to select another form / product type to apply as a global filter on the item list.
The default Workspaces configuration makes the Form / Product Type selector available in the Helpdesk and Assisted Channel spaces only.
The Form / Product Type selector behaves differently to the Queues selector. Rather than selecting the source of tasks to be displayed in the item list, the Form / Product Type selector restricts the applications displayed by including only those that match the selected form / product type. This has a different affect in each space due to the way the item list is populated in each space.
When the List page is first displayed, a default form / product type is selected for you. Thereafter, Workspaces remembers the last form / product type you chose and selects it automatically when you open the List page again.
The available form / product type values are listed in the Form / Product Type selector’s dropdown list as well as an All item. You can choose any form / product type from the dropdown list to be applied to the item list. If you choose All, the item list is populated with applications for all form / product types that you can access.
Another feature on the List page that helps to reduce the number of items presented to you is the creation date global filter. You can access this global filter via the Created Date selector which displays the current creation date filter and lets you apply a different creation date filter.
The default creation date filter restricts the tasks or applications displayed in the item list to just those that were created in the last 30 days, including the current date, and this filter is applied the first time you access the List page. You can select a different creation date filter using the Created Date selector. When you click the Created Date selector, a date picker is displayed allowing you to choose a date or range of dates so that you only see tasks or applications created on the selected dates. To learn more about how to use the date picker, see Finding Tasks and Applications.
The Views selector provides a convenient way to control which items are displayed in the item list. You can restrict the items you see by selecting one of the views in the Views selector.
A view is a predefined item list configuration including fields, filters, and sort options. When a view is selected, it's configuration is applied to the item list to restrict the items displayed. You can think of a view as a shortcut for applying a set of filter and sort options on top of a defined set of fields.
Each item in the Views selector represents a view. Click an item in the Views selector to make it the current view and apply its configuration to the item list. Color highlighting and an item count provide a visual indication of which view is selected.
If there's not enough screen space to display all the configured views, left/right scroll buttons will appear to allow you to access all the views. The Scroll Left button appears if the first view item is not entirely visible. Similarly, the Scroll Right icon appears if the last view item is not entirely visible.
Views are configured by a Workspaces developer or administrator. As a Workspaces user, you can’t change the way a view is defined but you can use filter and sort options to refine the items displayed in the item list.
As mentioned above, the item list shows task or application items that satisfy the criteria defined by the global filters and the current view. This may result in a large number of items which you might want to further refine. Workspaces includes search, filter and sort options that can help you to focus on the tasks or applications that are important to you right now.
Search and filter are similar in that both reduce the number of items by matching values and fields. However, there are some key differences between these two features:
To learn more about the Workspaces options for search, filter and sort, see Finding Tasks and Applications.
Paging tools allow you to choose the number of items to display on a page, and browse through pages if there are too many items to display on one page.
Rows per Page shows the maximum number of items displayed in the item list. You can choose a different page size from the Rows per Pagedropdown. When you choose a different page size, the item list resets to show you the first page again.
The Previous Page and Next Page tools allow you to browse through pages to find the tasks or applications you need to work with. Click these tools to fetch the previous or next page of items and display them in the item list. The Previous Page tool is disabled when the first page is displayed; similarly, the Next Page tool is disabled when the last page is displayed.