Work Queues & Work Management

What are Work Queues? 

The Queue Item section is found under the Register module within the work management section and is utilized as a record base for submitted applications/renewals/requests. Users can view the records with details & files that are in association. Once there is a record automatically created in queue items from an applications/renewals/requests, users will be able to see their confirmed submission in the portal they utilized. This section is essentially all the records within the Queue items entity

When an application or renewal or request is submitted through the appropriate portal, there will be a record created within the relative entity as well as in the Work Queue section under the Register > Work Management section.

What is Work Management?

The Work Management feature enhances the functionality of the system’s existing Work Queue. Workbench users will continue to receive notifications for work queue items, but now they can navigate directly to the relevant records from these notifications, significantly improving their review process.

A notification counter has been introduced to help users visually track the number of items in the queue, allowing for better planning. Furthermore, system administrators can create customized table views for specific privilege groups within any entity, enabling these groups to focus on their work by accessing only the most relevant information.

Work Management Frequently Asked Questions

How does it work? 

The upcoming improvements aim to streamline processes and improve overall efficiency: 

• The ability to navigate directly to the relevant records from the queue item.
• A feature to view record counts on the workbench site map.
• Customized table views for work queue items, which will include options to assign and reassign tasks to various team members.

Two new Work Management pages were added in the Registration Module, under Work Management:

• Users can view a list of all tasks available for assignment in the All Tasks page.

• Users can see their specific tasks on the My Tasks page.

How does this impact the existing "Work Queue" feature?

Existing work queue items will remain unchanged and will not be affected. Customers can continue to access all historical items as well as new work queue items.

System administrators can now benefit from the new banner feature available for all entities. This banner can be used to inform users about the Work Management and the deprecation of the Work Queue in the future. At the time of the release, the Alert Message will not be configured by default.

Can we choose to not use it?

Customers have the option to not use the new work management system; however, by opting out, they will miss out on the improvements mentioned above.

Please note that we will be deprecating the existing Work Queue entity in the future (tentatively six months after Dec 18, 2024 release), after which we will only support the new system.

Do I have to pay for this new Work Management feature?

The new Work Management feature is free! However, if customers need assistance from Thentia to configure it, there may be an implementation fee.

How do I enable the new Work Management Feature?

To enable the new work management feature, in Workbench, set the value to ‘True’ for the system setting key: thentiacloud.work.management.use.activity

Important: Once this is enabled, work queue items will no longer be created in the Work Queue entity. Instead, the Activities entity will replace the Queue Item entity and Activity Type “Tasks” will be created.

How do I view and Assign Tasks? 

Once the user is in the activity record, they can do the following:

1. Click on Assign To Me, which will immediately assign it to the user and save the activity record at the same time. Note: the "Body" section is a mandatory field. Text needs to be entered here before clicking Assign To Me otherwise, it won’t save.
2. Click on Go To Record  to source the record.
3. Click on the Assigned To dropdown field to select who this activity record should be assigned to. Remember to hit Save if assignment is done manually instead of using the Assign To Me button.
4. The counters on the pages will be updated accordingly

Note: If the counter exceeds 50, it will show 50+. Counter threshold is not configurable at this time.