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Manage tasks and applications

  WorkspacesThis topic relates to Journey Workspaces   |      Workspaces UserIncludes bank staff, helpdesk, relationship managers, and managers   |      19.05This topic was introduced with the 19.05 release   |      23.04This topic was updated for the 23.04 release

Note

Some of the text and images below may not match what you see in your Workspaces portal. This is because the features described are based on a default Workspaces portal configuration, and your Workspaces portal may be configured differently; for example, with your company's branding or with other fields. Nevertheless, the features described work the same way in every Workspaces portal.

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 Screen

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

  • 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. 19.11This feature was introduced in the 19.11 release
  • A global view selector, used to apply a pre-defined set of fields, filters and sort options to the item list.
  • A global filter to select the queue that tasks are sourced from.
  • A second global filter, Created Date, that restricts the tasks in the item list based on the date they were created.
  • Flexible search, filter and sort options that you can use to refine the set of tasks in the item list.
  • A Bulk Action mode switch to change between acting on a single task or multiple tasks. 22.10This feature was introduced in the 22.10 release
  • Paging tools that allow you to browse all of the items matching your selected criteria over multiple item list pages.

The Manage space's List screen displays a list of tasks from the selected queue, and 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 Screen

The Details screen in the Manage space supports all of the standard features of a Workspaces Details screen. It displays comprehensive information about an application and a selected task, and provides access to actions for managing applications. This includes the following features, each of which is contained in a separate card or section.

  • Separate panes for application and task content. 23.04This feature was introduced in the 23.04 release
  • Separate key information cards for the application and the selected task. 23.04This feature was introduced in the 23.04 release
  • The ability to track application progress against an SLA.
  • A task switcher showing all the application's tasks, from which you can select one to display in the Task pane. 23.04This feature was introduced in the 23.04 release
  • A Notes card, bringing all notes and comments for a selected application together in a single component. Each note and its comments form a threaded conversation between the applicant and bank staff. 23.04This feature was introduced in the 23.04 release
  • A collection of documents relating to the application.
  • An application timeline showing the steps (tasks) that the application has progressed through. 23.04This feature was updated in the 23.04 release
  • A dynamic set of actions that are applicable to the application or selected task and which are currently available for you to perform in the Manage space at the current stage of the application's life cycle.
  • An Applicants tab, providing access to applicant data including:
    • An applicant list showing how each applicant relates to each product in the application. Select an applicant to view more details about them.
    • Personal information for the selected applicant, including identity and contact details.
    • The outcomes of preconfigured background checks which provide an assessment of a selected applicant's suitability.
  • A Communications tab listing emails sent to the applicant with options to view and resend.
  • Options to view the details of background checks in various formats including JSON, XML, HTML, or PDF.

To learn about any of these features, click the links above or see The Application Details Screen if you're using Workspaces 23.04 or later and The Application Details Screen (22.10 and earlier) if you're using an earlier Workspaces release.

Note

Prior to the 23.04 release, the application timeline is an interactive component where the user can select a task, add or view notes, and perform task actions. In the 23.04 release, these interactive features have been removed from the application timeline and, instead, are available in separate components. For details, see Task switcher, Notes, and Actions.

Actions

The following actions are available in the Manage space.

  • Add Notes: Add notes (and comments) against an application's tasks. 23.04This feature was introduced in the 23.04 release
  • Assign: Assign a task to a Workspaces user.
  • Reassign: Assign an assigned task to another user. 22.10This feature was introduced in the 22.10 release
  • Receipt: See a read-only view of a submitted application.
  • Unassign: Remove a task assignment for any task.
  • View Notes: View all notes recorded against all of an application's tasks. 20.05This feature was introduced in the 20.05 release 23.04This feature was removed in the 23.04 release

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

Assign, Reassign, 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 or reassign a task to a Workspaces user, only that user can work on it. Once a task is assigned 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.

Reassign is a handy shortcut action that removes the need to explicitly unassign a task before assigning it to someone else. Looking at the example in the previous paragraph, instead of unassigning the task from the staff member that goes on leave and then assigning it to someone else, you can simply reassign the task to change who the task is assigned to.

Action Examples

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

There are examples for the following actions below.

Step-by-step examples are also available for other actions that you may find useful while managing tasks.

Assign a Task

This example shows you how to use global filters to narrow down the item list to just those tasks for recently created applications, then assign a task to a Workspaces user.

  1. Login to Workspaces and select the Manage space.
  2. Click Created Date and select a range of dates that covers recently submitted applications, 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 person_addAssign to display the list of Workspaces users.
  4. Select the user that you want to assign the task to from the list.
    Info  |  20.05 This feature was introduced in 20.05.
    A list of Workspaces users is displayed, showingThe user list displays both the Workspaces user id and the full name for each user.
  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 screen and select the user to assign the task to.

Reassign a Task

This example shows you how to use view filters to narrow down the item list to just those tasks assigned to a specific user, then reassign a task to another Workspaces user.

  1. Login to Workspaces and select the Manage space.
  2. Click Filter to open the Filters selector then enter a Workspace user id in the Assigned to field and click Apply, narrowing down the list of tasks and making it easier to see the task you want to reassign.
  3. Point your cursor at the task that you want to reassign. The available actions appear at the right-hand side. Click group_addReassign to display the list of Workspaces users.
  4. Select the new user that you want to reassign the task to from the list.
    Info  |  20.05 This feature was introduced in 20.05.
    A list of Workspaces users is displayed, showingThe user list displays both the Workspaces user id and the full name for each user.
  5. The new user's Workspaces id is displayed in the Assigned column, and a message confirming you have reassigned the task is displayed briefly in the bottom left corner.
    Alternatively, you can click the task to display its application details, then click Reassign on the Details screen and select the user to reassign the task to.

Remove a Task Assignment

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 personUnassign to remove the task assignment.
    Alternatively, you can click the task to display its application details, then click Unassign on the Details screen.
  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.