The Application Details Screen

Overview

The Application Details screen displays information about an individual application and its associated tasks, and provides features for you to complete the tasks, thereby progress the application through its processing life cycle.

The Details screen is displayed when you click an application or task item on a List screen, and is refreshed for some actions or when you select a task. This screen is divided into two panes, with the left pane showing application information and the right pane showing information for a specific task, being either the first task for a saved application or any selected task for a submitted application. Additional information may also come from another task or the application data.

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

1. Application pane
2. Progress stepper
3. Application key info card
4. Documents card
5. Task switcher
6. Notes
7. Application timeline
8. Task pane
9. Actions group
10. Task key info card
11. Task details tabs

Data items

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

1. Icon
2. Label
3. Value
4. Table labels
5. Table values

Fields display information of various data types including text (name, email address, some IDs), numbers (phone, SSN), and dates. A date may represent either a specific point in time (date of birth) or a duration (application age).

Numbers and dates can be configured to use a variety of formats. For example:

• Phone numbers can be formatted for the current locality or to accommodate internationalization.
• 9-digit Social Security Numbers are commonly displayed using the format "AAA-GG-SSSS".
• Dates representing a point in time can use either absolute ("1 Jan 2022", "today") or relative ("last Wednesday", "6 days ago") formats.
• Dates representing a duration can use either specific ("7 days, 3 hours, 26 minutes") or approximate ("about 7 days", "last week") formats.

Sometimes a value might be too long to fit in the space available for it; in this case, the value is often truncated and an ellipsis ('…') is appended 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.

By default, values in table columns wrap when they are wider than the column. However, sometimes this behavior is undesirable, and it can be overridden for specific columns via configuration.

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

Application and Task panes

The Details screen is divided into two panes: an Application pane on the left, and a Task pane occupying the remainder of the screen.

The Application pane contains the following components:

• Progress stepper: a non-interactive high-level display of application progress
• Application key info card: a read-only view of key application-related information
• Task switcher: select which task is displayed in the Task pane
• Notes: consolidates all notes and their associated comments in a single card
• Documents card: manage the documents attached to an application
• Application timeline: a read-only display of the application's progress, showing details of the steps that are currently open and all the completed steps

The Task pane contains the following components:

• Task key info card: a read-only view of key task-related information
• Action group: a group of action buttons, relevant to the selected task and dependent on the application's progress
• A set of task details tabs which are dependent on the current space but may include:
  • Applicants: applicant information including personal information and background checks
  • Communications: emails sent by Workspaces or Workspaces staff
  • Validations: view the details of background checks in various formats such as HTML or JSON
  • Documents Checklist: a list of required documents and whether they have been supplied
  • Action Required: a list of pending and completed actions

Key Information

Key information cards display important application and task information that's handy for Workspaces users to have at their fingertips.

1. Application key info card
2. Task key info card
3. Icon
4. Label
5. Value
6. Additional info tooltip

Key information relating to an application and a selected task are displayed in separate key info cards. Each key info item has a label and a value as well as an icon that provides a visual representation of the type of entity that the information is related to, such as a unique identifier, person, or duration. The number of key info items shown depends on the width of your browser window with up to three items displayed in the Application Application key info card and up to five items in the Task key info card.

Each key info item shows a single value but this can be limiting for some kinds of information. To improve this situation, additional information can be displayed in a tooltip. When available, a tooltip is indicated by a infoTooltip icon. To view the tooltip, point your mouse at the infoTooltip icon. 22.10This feature was introduced in the 22.10 release

As an example, say you have an application type covering multiple optional products and you have a Product key info item. If an application includes multiple products, only the first product is displayed in the Product key info item. In this scenario, a tooltip could be configured to show all products included in the application.

SLA Expiry

Workspaces enables you to monitor the progress of each submitted application against a crucial service indicator, such as an SLA. On the Details screen, SLA Expiry in the key info card shows either how much time remains to complete processing of the application or the elapsed time since the SLA was breached.

1. Application Age
2. SLA Expiry

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

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.

Progress stepper

The progress stepper is an optional component that presents a high-level overview of application progress against significant milestones in the application life cycle. By default, the progress stepper is available for the Helpdesk and Assisted Channel spaces only. The progress stepper is hidden for saved applications, becoming visible once an application has been submitted.

1. Completed steps
2. Current step
3. Pending steps

Current, completed and pending steps are differentiated visually, allowing the user to see the progress of submitted applications at a glance. Steps to the left of the current step are shown as completed even if they were skipped, while steps to the right of the current step are shown as pending even if they have been completed. For example, the following screenshot shows an application that is being reviewed for the second time after requested information has been provided. The progress stepper shows the Information Requested step as pending even though it has been completed because it is to the right of the current step, while the application timeline shows all steps the application has been through; in particular, the two Manual Review steps.

Task switcher

As an application progresses through the application life cycle, tasks are created representing various steps that need to be completed. The task switcher displays the tasks associated with an application, and provides a way for you to select a task to focus on.

By default, a maximum of three tasks are displayed. If an application has more than three tasks, a Show All button is displayed. Click Show All to expand the task switcher so that all of the application's tasks are available. When expanded, the Show All button is replaced with a Show Less button. If required, you can click Show Less to reduce the height of the task switcher so that only three tasks are displayed.

1. Show All
2. Show Less

Each task switcher item shows task data and metadata such as the task ID, the associated timeline step, and the task status. When you select a task switcher item, the selected item is highlighted in a way that connects it to the Task pane, and the Task pane is refreshed to show details relating to the selected task.

Notes

As an application progresses through its life cycle, it may pass from one user to another to perform various assessments or other activities. Each user that touches the application can add information such as how the application is processed, details of user inquiries, or changes in prioritization. An application can pass through many different sets of hands, so it's important to capture this information in case it's needed by someone else later in the application life cycle, or to assist in responding to inquiries. Information captured this way is stored as notes against the relevant tasks. Notes can be added to any task at any time, even if the task is completed.

When a note is added to a task, a notification is sent to the task's assignee informing them of the new note. 24.04This feature was introduced in the 24.04 release

1. Notes card
2. Note details
3. Note text
4. Comments button
5. Show All button
6. Tooltip
7. Add Notes button

Notes are displayed in the reverse order in which they were made, with the latest note at the top. Each note identifies the user that added the note (email address) and when it was added (date and time) above the note's text. The related job step and task id can also be viewed in a tooltip.

By default, a maximum of two notes are shown. If there are more than two notes across all of the application's tasks, aShow All button appears. Select Show All to expand the Notes card and reveal all notes made against the application. When the Notes card is expanded, the Show All button is replaced by a Show Less button. Select Show Less to collapse the card back to its original size, showing just two notes.

Documents

The processing of applications often requires that the information entered by applicants is verified 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 each document. Documents are usually 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 send the document to the person processing the application who then uploads and attaches it to the application.

Each 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.
• linkView detail: Available for supported document types only. On the right-hand side of each document item is an icon that you can click to view the document in a modal window. Supported document types are: JSON, XML, HTML, PDF, and some image formats (JPEG/JPG, PNG, GIF). 23.10This feature was introduced in the 23.10 release
• vertical_align_bottomDownload: Available only if linkView detail is not available. On the right-hand side of each document item is an icon that you can click to download the document file.

1. Document title
2. Uploaded timestamp
3. File details
4. Upload button
5. View detail icon
6. Download icon

Manage uploaded documents

Workspaces provides several options that allow you to manage the documents attached to an application. These options are available on the Add / Remove Documents modal window which you can display by clicking vertical_align_topUpload on the Details screen.

• 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 Add / Remove Documents modal window open, locate the document you want to modify. Click do_not_disturb_onRemove File for 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 Add / Remove Documents modal window open, locate the document you want to remove and click deleteRemove Document for this document.

info

You can't remove or change documents that were uploaded to the application at the time it was submitted.

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

1. Add another document button
2. Remove Document button
3. Remove File button

Application timeline

The application timeline presents a simplified read-only display of application progress. Steps are shown in reverse chronological order, with the current step at the top and completed steps shown below it. The application timeline shows the exact steps performed during application processing unlike the progress stepper which provides only a high-level abstract overview of application progress.

1. Step
2. Step queue
3. Last updated timestamp
4. Step result
5. Tasks in step

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. Each timeline item shows summary information relating to the step including the following details:

• The name of the queue that the step sources tasks from.
• The date/time that the task was most recently updated.
• The step's result, or NO RESULT if it is not yet determined.
• The number of tasks in the step.

Actions

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.

1. Selected task
2. Standard action buttons
3. button
4. More menu (custom actions)

Standard actions

Standard actions can be performed from any Details screen. Actions are accessed via the buttons in the actions group located in the top-right of the Task pane.

Info

In Workspaces 23.04, task actions are consolidated with application actions in the actions group. In earlier releases, task actions were accessed via icon buttons on each task in the application timeline.

• List screen
• Details screen

1. Bulk action
2. Standard action buttons

1. Standard action buttons
2. Custom action button

Different actions may be available for each task. This is because 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 be available only for tasks that aren't assigned to a user. If no actions are available, this is indicated by displaying the infoNone icon instead of the action buttons.

In the default configuration, the following standard actions are available for all releases and in all spaces except as noted.

• Receipt
• Share (Review, Helpdesk, Assisted Channel, Manage spaces) 23.10This feature was introduced in the 23.10 release
• Add Notes (All spaces except Document Requests) 23.04This feature was introduced in the 23.04 release
• View Notes 23.04This feature was removed in the 23.04 release

Also, the Notes card > Comments core function is always available even when the Add Notes action is not. 23.04This feature was introduced in the 23.04 release

To perform a standard action, click the action button corresponding to the desired action. Most standard actions will display a brief message in the bottom-left corner of the screen confirming that the action was successful or notifying you that something went wrong.

Applicant Information

When an applicant fills out an application, they are usually required to provide personal information that serves to identify each applicant 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.

Applicant information is displayed in the Applicants tab. At the top is an Applicants section from which you can select an applicant to see their specific information displayed below in the Personal Info section and the various background check sections.

Info

Applicant information may be displayed differently in earlier releases (prior to 23.04). For more information, see The Application Details Screen (22.10 and earlier).

Applicant information is grouped together under the Applicants tab. In the default configuration, applicant information is displayed using the same three-section layout in all spaces:

• Applicants: The list of applicants, with some key applicant-related information. This is where you select an applicant to show more information about them. (Prior to Workspaces 22.10, this section is called Selected Applicant.)
• Personal Info: A read-only view of the selected applicant's personal information, also known as 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. .
• Background checks: The outcomes for various checks or verifications relating to the selected applicant.

Info

Background checks are highly configurable. The specific background checks in your Workspaces portal are configured for you by a Journey platform developer and cannot be changed by a Workspaces user.

1. Applicants tab
2. Applicants section
3. Personal Info section
4. Background checks sections

Applicants section

As mentioned above, the Applicants 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 section and the various background check sections. (Prior to Workspaces 22.10 all of the background checks were grouped in a section called Background Checks.)

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).
• A column for each product applied for, showing the relationship of each applicant to each product.

1. Selected applicant
2. Other applicant (not selected)
3. Action required
4. Applicant identity information
5. Products
6. Applicant-Product relationship
7. Legend

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 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 the 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 section

Immediately beneath the Applicant (Selected Applicant) section is the Personal Info section. As the name suggests, this section 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. In Workspaces 19.11 and later releases, personal information is displayed in a grid layout for just one selected applicant, improving the user experience when dealing with applications that include multiple applicants and/or multiple products. Prior to Workspaces 19.11, the personal information for all applicants was displayed simultaneously in a tabular view.

Background Checks section

The background checks present a read-only view of the outcomes of various checks or verifications relating to the applicantsselected applicant. Examples of checks and verifications that might appear here include identity verification and risk rating. Background checks are displayed in groups, showing the name of each background check and the corresponding result. Any background check for which a result is not available is shown with no data.

1. Legend
2. Selected applicant
3. Background check group
4. Background check name
5. Background check result
6. Neutral outcome
7. Negative outcome
8. Detail Link
9. Positive outcome

The result of each background check is reinforced through the use of color. Workspaces supports a set of standard colors that can be associated with various results or states. A legend at the top of the Applicants section (22.10) or Background Checks section (prior to 22.10) identifies the principle background check colors and what each color indicates.

The standard colors are listed below, along with suggestions for what they might indicate.

• Green, Light Green: Indicate positive results.
• Red, Black: Indicate negative results.
• Blue: Used for neutral states.
• Orange: Represents 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 linkDetail Link icon to the right of the result; click the link to view the additional information in a modal window.

Custom content

Much of the Workspaces user interface presents various types of content (information and features) in components or layouts specifically designed for each content type. In addition to the standard content types described above, your Journey Workspaces portal may also be configured with additional custom content specific to your organization. While custom content is more commonly available on the Details screen in separate tabs 22.10This feature was introduced in the 22.10 release, you may also find it used on the List screen in expansion rows.

Workspaces supports two format options for custom content, designed for two different kinds of data:

• Multi-value data: Content is displayed in a table, with a header row at the top followed by one or more data rows. Each column represents a different kind of content, identified by the column header, while each row relates to a single entity such as an applicant, a background check, or a document. Each individual data item is either a simple text/number display or an icon button that links to additional details or functionality. All data items in the same column are of the same type.
• Single-value data: Each data item in a container (such as a tab, card or section) is displayed separately, with a label and value, and an optional icon button that links to additional details or functionality.

1. Multi-value data
2. Single-value data

Several icon types are supported for icon buttons in custom content:

• linkDetail Link: Indicates additional details are available to view. Click the icon button to display the additional details in a pop-up window.
• vertical_align_bottomDownload: Indicates the additional details are available to download. Click the icon button to download the file containing the additional details. 21.11This feature was introduced in the 21.11 release
• Any other icon provides access to additional functionality. Click the icon button to perform the associated action. 22.10This feature was introduced in the 22.10 release

An icon button is usually accompanied by a tooltip as part of the accessible user interface available to all users. This helps to explain an icon button's purpose, in case the icon is not recognized immediately.

1. Icon button
2. Accessible tooltip

As mentioned above, custom information is displayed in separate tabs. This allows grouping of content representing related information that can be acted on as required. A tab containing content that requires attention is indicated by an  action badge. To clear an action badge, select the tab that the badge appears on and perform the action indicated or implied. For example, the following image shows an action badge on the Documents Checklist tab. Selecting this tab reveals that several of the items (documents) in the Required Documents section are required but not yet available. The implication here is that the unavailable documents need to be uploaded (by the applicant) in order to clear the action badge from this tab.

1. Action badge
2. Content requiring attention

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.

• 19.11 and later
• Prior to 19.11

Workspaces can also be configured to hide items with no data, so you may not even see fields or records with no data.