Manage Applications in Workspaces

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

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.

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 change task assignments to address any such needs.

List Page

The List page in the Manage space includes all of the standard features of a Workspaces List page.

  • An item list populated with tasks sourced from the active queue.
  • A graphical SLA indicator that lets you monitor application progress against an SLA at a glance.  |  v19.11 This feature was introduced in v19.11.
  • A second global filter, Created Date, that restricts the tasks in the item list based on the date they were created.
  • A global view selector, used to apply a pre-defined set of fields, filters and sort options to the item list.
  • Flexible search, filter and sort options that you can use to refine the set of tasks in the item list.
  • Paging tools that you can use to browse the item list.

To learn about these standard features, click the links above or see Understanding the Workspaces List Page.

The Manage space's List page displays a list of tasks from the selected queue, taking into consideration the current view and any active search, filter and sort options. Each row in the item list corresponds to a single task, showing a set of pre-configured data items in columns including an SLA indicator that identifies how application processing is progressing against the SLA conditions. The name of the active queue is displayed in the Queue selector, and the name of the current view is highlighted in the View selector. The list of tasks displayed can be further refined using the filter and sort options. Filtering restricts which tasks are displayed in the list, and sorting determines the order that tasks appear in the list. To learn more about these options, see Filter the Item List and Sort the Item List.

Once you've found the task you're interested in, you can select it in the item list to perform an action on it. To learn about the available actions, see Manage Actions below.

Details Page

The Details page in the Manage space supports all of the standard features of a Workspaces Details page. It displays comprehensive information about the selected application and its tasks, and provides access to the actions for managing applications. This includes:

  • 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, while in the Manage space, at the current stage of the application's life cycle.  |   Updated in 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.  |   Updated in 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.  |   Updated in 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.  |   Updated in 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.  |   Updated in 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.

To learn about these standard features, click the links above or see Application Details Page.

Manage Actions

The manage actions are:

  • Assign – Assign a task to a Workspaces user.
  • Unassign – Remove a task assignment for any task.
  • View Notes – View all of the notes from all of an application's tasks.  |  v20.05 This feature was introduced in v20.05.

The Assign and Unassign actions are described below in the context of the Manage space, including examples of how to use them.

Assign and Unassign Tasks

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 change task assignments to address any such needs.

When you assign a task to a Workspaces user, only that user can work on it. Once you assign a task to someone, other actions may become available for the assigned user to perform on the task.

If you need to remove a task assignment, you can unassign the task from the current user. For example, if a staff member goes on leave without completing an assigned task and you need to assign it to someone else, you can unassign the task from the current user and assign it to the other user. In this way, you can manage the assignment of tasks to ensure they are completed in a timely fashion.

Manage Action Examples

Let's go step by step through some examples for activities that you may need to perform when managing tasks.

You can find examples below for the following actions:

Step-by-step examples are available elsewhere for other actions you may need while managing tasks:

Assign a Task

This example shows you how to narrow the item list down to just tasks for applications created in the last week using global filters, then assign a task to a Workspaces user.

  1. Login to Workspaces and select the Manage space.
  2. Click Created Date and select the range of dates that covers the last week, narrowing down the list of tasks and making it easier to see the task you want to assign.
  3. Point your cursor at the task that you want to assign – the available actions appear at the right-hand side. Click (Assign) to display the list of Workspaces users.
  4. Select from the list the user that you want to assign the task to.
  5. The selected user's Workspaces id is displayed in the Assigned column, and a message confirming you have assigned the task is displayed briefly in the bottom left corner.
    Alternatively, you can click the task to display its application details, then click Assign on the Details page and select the user to assign the task to.

Remove a Task Assignment (Unassign)

This example shows you how to use a filter to narrow the item list down to just those tasks assigned to a specific Workspaces user, then unassign one of these task.

  1. Login to Workspaces and select the Manage space.
  2. Click Filter to display the Filters selector, then click the Assigned to field to display the user list.
  3. Select a user from the list then click outside the Filters selector twice to close it. This reduces the number of items in the item list, making it easier to see the task you want to unassign.
  4. Now, you can unassign the task. Point your cursor at the task that you want to unassign – the available actions appear at the right-hand side. Click (Unassign) to remove the task assignment.
    Alternatively, you can click the task to display its application details, then click Unassign on the Details page.
  5. The value in the Assigned to column is cleared causing the task item to be removed from the item list as it no longer satisfies the filter criteria. A message confirming that you have unassigned the task is displayed briefly in the bottom left corner.