PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBook

Setting Up and Using Worklists

This chapter provides an overview of PeopleSoft Customer Relationship Management (CRM) worklists and discusses how to:

Define worklists.
Work with PeopleSoft CRM worklists.
Manage worklist folders.
Publish and view a worklist as a feed.
Forward and reassign worklist entries.

Understanding CRM Worklists

This section discusses:

Worklist characteristics.
Transaction types.
Worklist operations and transaction integration.
Worklist folders.
Worklists and queues.
Worklist feeds.

Worklist Characteristics

At its most basic level, a worklist functions similar to an email inbox that stores its contents in the PeopleSoft database. Various user actions trigger notifications that users access through their worklists. Beyond the basic inbox function, however, worklists offer extended integration with PeopleSoft CRM transactions, including the ability to manage assignments from a single work queue, store comments for individual worklist entries, and easily navigate between worklist entries and their underlying transactions.

Individual worklists are automatically generated for user IDs that are created in the CRM system. Users can also be members of group worklists that you define. Self-service users have their own user IDs and, from a system architecture perspective, have worklists. However, from a business perspective, self-service users should not have worklists, and you can enforce this by denying them security access to the My Worklist page.

On the My Worklist page, users can choose whether to view entries on their personal worklists or on other person's worklists that have been delegated to them. They may also view entries on specific group worklists to which the users belong, or on all group worklists to which they belong. Managers can additionally view their employees' worklists. The relationship between managers and employees is established by the Supervisor ID field in the Worker component (RD_WORKER_2).

Group worklists are applicable only for specific business processes that are explicitly designed to send notifications to the group worklist, including business processes in PeopleSoft Multichannel Applications, Support, HelpDesk, HelpDesk for Human Resources, and Integrated Field Service.

In the call center applications (PeopleSoft Support, HelpDesk, and HelpDesk for Human Resources) and in PeopleSoft Integrated FieldService, group worklists are associated with provider groups. Provider groups are groups of workers to whom work can be assigned. The association between a provider group and its group worklist is established in the provider group definition. Depending on the provider group definition, worklist notifications (manual and automatic) that are sent to the provider group are either sent to the group worklist or broadcast to each member's individual worklist.

Similarly, in PeopleSoft Sales you can set up sales teams to which notifications can be addressed, and then you can associate the sales team with a group worklist to which all team members have access.

Group worklists do not distinguish entries by specific group members. Instead, they are typically used as a holding area for work requests that are not yet assigned to an individual group member.

If multiple members use the group worklist simultaneously, a change from one member can override the other's. Refresh the Group Worklist page frequently to ensure that the most current information appears.

See Also

Defining Provider Groups

Setting Up Sales Teams

Transaction Types

The system categorizes worklist entries according to the transactions where the entries originate. For example, an entry that originates from a service order is categorized separately from an entry that originates from a support case. Manual notifications (those that are sent from the Send Notification page) belong in a single category, regardless of the component from which the notification is sent.

On the My Worklist page, you can view all types of entries together, or you can filter entries so that you see only one type. When you view all entries together, you see only data that applies to all types of entries, including the entry type and an identifier for the underlying transaction (for example, the case ID). The transaction identifier is a link to the underlying object.

When you view a single type of entry, the worklist displays additional data that is specific to the transaction. For example, most transaction types show statuses of the underlying object (case statuses, service order statuses, and so forth).

This table lists the types of worklist entries and explains how the entries are generated. The names that are in the first column are the values that appear in the drop-down list box where you can choose which type of entry to display.

Worklist Name	Functional Area	Notification Source
Application Message Error	Integration Broker	By running the Application Engine PT_AMM_WF (Error Notification ) at PeopleTools > Integration Broker > Service Operations Monitor > Monitoring > Error Notification
External Business Process	BPEL Worklist Integration	External business processes utilize the PeopleTools' PT_WORKLIST web service to create CRM worklist entries. The initiating business process designates the owner of the new worklist entry. From this worklist, the owner of the worklist entry provides response back to the corresponding business process activity (if applicable) and marks the worklist entry as completed.

Agreement	Agreements.	The AAF carries out a workflow action for agreements.
Business Project Task Task Routing	Business projects.	Business projects and business project tasks carry out an associated workflow action.
Campaign Campaign Content Campaign Content Task Campaign List Campaign Task Marketing Offer	Marketing.	The AAF carries out a workflow action for campaigns.
Change Request	Change management.	The AAF carries out a workflow action for change requests.
Contact Us	Contact Us self-service.	Users submit information on the Contact Us self-service page, thereby triggering the workflow action that is associated with the selected subject and topic.
Correspondence	Correspondence requests that are submitted from any context.	The process that delivers correspondence (based on a correspondence request) creates the worklist entries if it's so configured.
Defect	Quality defects.	The AAF carries out a workflow action for defects.
Email Email Alert Undelivered Emails	Email response management system (ERMS).	Email worklist entries are triggered by email routing and assignment. Email Alert worklist entries are triggered by the Email Alert processes. Undelivered Emails worklist entries are triggered when an outbound email is not deliverable.
Lead Opportunity	Sales.	The AAF carries out a workflow action for leads or opportunities.
Merge Exception	CDH Merge Process.	At the end of CDH Merge process, if any merge exception occurs the Application Engine program sends a notification about the merge exception to the worklist. This is a group worklist for the administrator users who submit and manage the merge request.
Notify Notify_CC	Various.	Users manually create a notification on the Send Notification page. Manual notifications have both To and Cc recipients; different worklists are used accordingly.
Order	Order capture.	Certain order-related business projects (those that are used for order maintenance) carry out workflow actions.
Prospect Email Prospect Mail Prospect Order Prospect Sale	Telesales.	Telesales PeopleCode triggers notifications for certain call outcomes. Each worklist is associated with a different type of follow-up requirement: Prospect Email: Send collateral by email. Prospect Mail: Send collateral by mail. Prospect Order: Capture an order. Prospect Sale: Follow up with a prospect who wants to make a purchase.
Profile Activation Confirm Profile Registration	Online marketing profiles.	Marketing PeopleCode triggers notifications for profile registration and confirming activation.
RMA	Return material authorizations (RMAs).	RMA PeopleCode carries out a workflow action.
Service Order	Service orders.	The AAF carries out a workflow action for service orders.
Solution	Cases Service orders	AAF action sends a notification or creates a business project to start the solution approval process. Note. Customers must configure a policy to take an action when a user changes the Solution Status.
Case HelpDesk Case HelpDesk for HR Case	Cases.	The Active Analytics Framework (AAF) carries out a workflow action for cases. Note. Users cannot see summaries or details for a secure human resources help desk case unless they belong to the provider group that is assigned to the case.

See Also

Setting Up PeopleSoft CRM Workflow

AAF Overview

Defining System Settings for Template-Based Correspondence

Worklists and Queues

Understanding Business Process Worklist Entries

Worklist Operations and Transaction Integration

As you review the entries in a selected worklist, you can perform certain operations, some of which affect the data in the underlying transaction. Also, certain modifications to specific transactions will affect corresponding worklist entries.

Worklist Operations

Users can perform these actions from their worklists:

Access the page where the worklist entry originates.

When a user clicks a link that is associated with a Case from the Worklist grid, the system takes the user to the Case page and enables the Next in List and Previous in List buttons on the Case toolbar. This enables users to scroll to the next case that's in the worklist. This functionality is only provided when the View By Type drop-down list box is set to one of the three case types, either Case, HelpDesk Case, or HelpDesk for Human Resources Case.
Mark the worklist entry complete or delete it.

Completed entries are not normally displayed on the worklist, but users can retrieve these entries by explicitly searching for completed entries. Deleted entries are permanently deleted from the system. For some transactions, marking the worklist entry complete causes the system to mark the underlying transaction complete as well.
Forward the worklist entry.

When you forward worklist entries, you indicate whether the entry should be deleted from your own worklist, marked as complete on your worklist, or left in its current state on your worklist. Forwarding a worklist entry never affects the underlying transaction.

Worklist entries for emails and external business processes cannot be forwarded. However, entries for email alerts and undelivered emails can be forwarded.
Reassign the entry to another group or personal worklist.

This option is available only for cases, service orders, and emails. Reassigning these types of worklist entries always reassigns the underlying transaction.
Accept the worklist entry (specific to ERMS worklist entries in group worklists).

When a user accepts an email worklist entry from a group worklist, both the worklist entry and the underlying email is assigned to that user.
Move personal worklist entries to personal folders or from a personal folder to the inbox.

Important! You cannot reassign or accept a worklist item if the View by Type field value is All. You must select a specific transaction type, for example, Case worklist or ERMS worklist, to be able to take these actions.

Transaction and Worklist Integration

Worklist entries for cases, service orders, and emails integrate closely with their underlying transactions. The following table summarizes the integration between worklist entries and their underlying transactions.

Conditions	Case	Service Order	Email
Worklist entry is marked complete. Is the underlying transaction updated?	No	No	Not applicable; you can't mark the worklist entry complete until the underlying email is completed.
Worklist entry is reassigned. Is the underlying transaction reassigned?	Yes	Yes	Yes
Transaction is marked complete. Is the worklist entry updated?	Yes The CRM system delivers AAF policies that perform the update automatically and they need to be activated.	No	Yes
Transaction is reassigned. Are corresponding worklist entries reassigned?	Yes	No	Yes

The case, service order, and email worklist updates are performed through AAF; emails are updated using ERMS-specific processing.

Business Process and Worklist Integration

You can build business processes to create CRM worklist entries for users to update task statuses after they are performed. Users can enter additional outcome information (if applicable) on worklist entries, which is then returned to the corresponding business process activities for further processing.

Note. Forwarding, reassignment and deletion of business process worklist entries are not supported.

See Understanding Business Process Worklist Entries.

Worklist Folders

Users can organize the entries on their worklists using folders. Five standard folders are available; users can additionally create their own personal folders. Personal folders are used only for entries from a user's individual worklist, not for items from group worklists or from the worklists of a user's direct reports. Clicking a folder name displays the contents of that folder. A yellow highlight indicates the currently selected folder.

These are the standard folders:

The Inbox contains all items on the user's individual worklist that haven't been moved to a custom folder.
The Group Worklists folder contains all entries from all group worklists to which the user belongs.

This folder appears only if the user belongs to at least one group worklist.

When viewing the Group Worklists folder, users have access to a drop-down list box for selecting a specific group worklist and filtering the worklist entries accordingly.
The Direct Reports folder contains all entries from the individual worklists of the current user's direct reports.

This folder appears only if the user has direct reports.

When viewing the Direct Reports folder, users have access to a drop-down list box for selecting a specific employee and filtering the worklist entries accordingly.
The Delegated folder contains entries from any worklists that have been delegated to that user. Delegation of a user's worklist are defined on the Worklist Options page.
The All folder shows all worklist items in the user's personal folders, including the inbox.

It does not include items from the Group Worklist or Direct Report folders.

Users can create, rename, and delete personal folders at will. However, if a user attempts to delete a folder that is not empty, an error message tells the user to move the folder contents elsewhere (to another personal folder or to the inbox) first.

Note. The Inbox, All, Direct Reports, Delegated, and Group Worklists folders cannot be deleted or renamed

The toolbar on the My Worklist page includes a button that a user clicks to display the number of items in each folder. The folder count appears in parentheses next to the folder name. The system, however, does not provide folder counts for the Group Worklists, Delegated, or Direct Report folders. For performance reasons, the worklist does not update folder counts continuously.

By default, the system hides folder counts when the page first appears. After they are displayed, however, they remain visible as long as the user remains on the page. To hide folder counts, users must navigate to the My Worklist page again.

Important! Folder counts are only as current as the most recent time that the user clicked either the Folder Counts toolbar button or the Refresh toolbar button.

Worklists and Queues

If you license PeopleSoft Multichannel Communications, which provides ERMS and chat capabilities, worklists provide additional application-specific functionality.

Queues

Queues are a variation on worklists that are used by PeopleSoft Multichannel Communications. Unlike worklists, which require users to pull work assignments from the list, queues push assignments to users using the MultiChannel Console. The PeopleTools Multichannel Framework (MCF) manages work requests that are sent to queues, scanning all agents who are logged on to a queue, and routing work only to agents whose skill level is appropriate and whose current multichannel activities (open email and chat sessions) fall below a specified threshold.

Queues are required if you use the chat capabilities of PeopleSoft Multichannel Communications; queues are optional when you use ERMS.

PeopleTools provides components to set up queues and the agents who belong to them, but you can also use PeopleSoft CRM group worklists to automatically create queues and agents. A setting on the group worklist definition tells the system that the worklist is to be considered a queue. This setting causes the system to create a queue definition and to create agent definitions for each member of the group worklist. Required queue and agent fields are set based on system defaults that you specify, and the Group Worklist page provides links to the full-featured Queue and Agent components so that you can refine the automatically generated queue and agent definitions.

ERMS Transactions

Three types of ERMS worklist entries are available:

True ERMS worklist entries represent email assignments.

When this type of entry appears on a worklist, the user or users who can access the worklist are responsible for accepting and working on that email, closing it, and removing it from the worklist. Reassigning an ERMS worklist entry to another worklist changes the assignment information that is on the underlying email. Additionally, if a user accesses an unassigned email from a group worklist that is configured for automatic acceptance, the email is automatically assigned to that user.
Email alerts.

An email alert entry notifies the recipient that an email is not closed within the warning and final notification time periods that are associated with the email's mailbox or current group worklist. These worklist entries are simply notifications with information about the specific time when the notification is sent.

To differentiate email alert entries, the worklist grid displays a single exclamation point icon for warning notifications and a double exclamation point icon for final notifications.

Because of the close relationship between true ERMS worklist entries and the underlying email, working with ERMS worklist entries is somewhat different from working with other types of entries:

An additional action, accepting selected worklist entries, is available for ERMS entries (that is, inbound emails) in group worklists.

When a user accepts an ERMS entry, the system automatically moves the worklist entry from the group worklist to the user's individual worklist. At the same time, the system assigns the underlying email to the user.
Even when an email is moved from a group worklist to an individual worklist, the system keeps track of the group worklist from which it came.

The system uses this information to send email alerts to the group worklist if applicable.
Certain privileged users (the group worklist owner and the owner of the email's group mailbox) are permitted to take ownership of any email that is already assigned to another individual.

These users can take ownership of any email that is assigned to a member of the same group.
You can route an ERMS entry to a group worklist or a personal worklist (after a group worklist is specified).
When an ERMS entry is reassigned, the system updates the email's routing history.
You cannot mark the ERMS worklist entry complete unless the underlying email has a status of closed.

See Also

Enterprise PeopleTools 8.50 PeopleBook: PeopleSoft MultiChannel Framework

Email Handling

Worklist Feeds

Users with appropriate access can publish their worklist as a feed. This will let them access their worklist entries from a Web browser. PeopleTools 8.50 delivers feed architecture using Atom 1.0, and PeopleSoft Enterprise CRM delivers a My Worklist data source and associated feed.

Users with the role of Feed Administrator can publish their worklist as a feed. Once a feed has been published, it can be accessed as a feed using a link on the My Worklist page.

Defining Worklists

To define worklists, use the Defaults, Worklist Grids, and Group Worklists components.

This section lists prerequisites and discusses how to:

Define personal worklists.
Define symbolic IDs for group worklists.
Define group worklists.
Review worklist transaction types.

Note. Each transaction or view by type has its own configurable search definition. Go to Set Up CRM, Common Definitions, Component Configuration, Configurable Search Setup.

Prerequisites

If you use ERMS and take advantage of the Group Worklist page to define queues and agents for the MultiChannel Console, you must set the queue and agent defaults on the System Installations page of ERMS before you set up the queues.

See Also

Configuring Search Pages

Setting Up Universal Queuing

Defining System Settings for Email Processing

Pages Used to Define Worklists

Page Name	Definition Name	Navigation	Usage
CRM Workflow Default	RB_WF_DEFAULTS	Set Up CRM, Common Definitions, Workflow, Defaults, CRM Workflow Default	Define symbolic IDs for all PeopleSoft CRM group worklists.
Group Worklist	RB_WF_WL_GRP	Set Up CRM, Common Definitions, Workflow, Group Worklist, Group Worklist Set Up CRM, Product Related, Multichannel Definitions, Define Servers and Security, Mailbox Details, Associate Rules and Worklist Click the Details icon for any worklist in the Associated Worklists grid on the Associate Rules and Worklist page.	Define group worklists with notification and queue settings, and identify group members who are permitted to access them.
Worklist Grid	RB_WL_GRID_DFN	Set Up CRM, Common Definitions, Workflow, Worklist Grids, Worklist Grid	Review system-delivered worklist transaction types. Do not modify any data except the description.

Defining Personal Worklists

The system generates a personal worklist for any user that you define. No additional setup is necessary.

See Enterprise PeopleTools 8.50 PeopleBook: Security Administration

Defining Symbolic IDs for Group Worklists

Access the CRM Workflow Default page (Set Up CRM, Common Definitions, Workflow, Defaults, CRM Workflow Default).

Symbolic ID

Enter a symbolic ID to associate with the user ID that is created for each group worklist that you define. Group worklists are associated with a background user ID, and each user ID must have a symbolic ID.

Note. The other elements that are on the CRM Workflow Default page are not used for defining group worklists.

Defining Group Worklists

Access the Group Worklist page (Set Up CRM, Common Definitions, Workflow, Group Worklist, Group Worklist).

Description

Enter a description. This is the name that appears in the list of group worklists on the My Worklist page.

Email Response Setting

Use the fields in this group box only if you use PeopleSoft Multichannel Communications.

Warning Notification, Final Notification, and Unit of Time	Enter the time after which the system sends notifications if an inbound email that is sent to this worklist is not yet closed. These notifications are sent to the worklist owner. The available units of time for this time period are Minutes, Hours, and Days. Notification deadlines are measured from the time that the email arrives in this worklist. If the email is routed to a different group worklist and then back to this group worklist, the notifications are based on the most recent arrival time. Assignment to an individual worklist does not affect the deadlines. The final notification time is the deadline for responding to and closing the email. The warning notification alerts the mailbox owner or the group owner that the organization is at risk for missing the deadline. Therefore, the warning notification time is shorter than the final notification time. The time period is calculated using a 24-hour clock, without regard to the organization's business hours.
Group Worklist is ERMS Queue (group worklist is email response management system queue)	Select to enable the system to create or update a PeopleTools MCF queue that corresponds to this worklist. The queue can be used by either the ERMS or chat feature of PeopleSoft Multichannel Communications. The first time that you save a worklist with this check box is selected, the system creates a queue using the name that you enter in the Queue Name field on this page and using the default real-time event notification (REN) server that you specify on the System Installations page. Note. Names of group worklists defined as ERMS queues cannot end in a number. This is a technical limitation. At save time, the system also creates PeopleTools MCF agent definitions for each user who is in the Group Members grid on this page. The agents become members of the newly created queue automatically. The agents' maximum workload and skill level come from the default values that you enter on the ERMS System Installations page. Subsequent saves create agents and remove agents from the queue as necessary to keep the queue definition synchronized with the worklist definition. If you clear this check box, a system message appears and asks whether you want to remove agents from the queue. Select Yes to disassociate agents from the queue; select No to leave the current agents in the queue.
Auto Accept	Select to automatically assign inbound emails in this worklist to the first group member who navigates to the email. To reject the assignment, the user must requeue the email to the same group worklist or route the email to another group worklist. Queues require agents to accept the work that they pick up from the queue. Therefore, if the Group Worklist is ERMS Queue check box is selected, the system selects the Auto Accept check box automatically and makes it read-only.
Queue Name	Enter a queue name. When the system creates a PeopleTools MCF queue based on a worklist definition, the queue name comes from this field. (Also, the first 30 characters of the worklist description are saved to the queue description field.) The default value is the worklist name, but worklist names longer than 15 characters are truncated to accommodate the field size for PeopleTools MCF queue names. To ensure that every group worklist definition is associated with a different queue, the system validates that the queue name is unique.

Case Defaults

The CRM system provides the ability to create cases automatically for all inbound email. This feature is available only with the installation of the ERMS application.

Use this section to enable this feature and specify the business unit and display template family to use for creating cases.

Create Case for every new inbound Email

Select to have the system create a case for each inbound unstructured email that is routed to this group worklist.

The system uses the sender of the email as the customer contact of the newly created case. If the email address does not match any of the customer record in the CRM system, one of these two things happens based on the setup of the mailbox to which the inbound email is routed:

A new customer (a Person record) is created using the email address and is used in the case.

For example, if the email address is John.Doe@acompany.com, John.Doe is used as the first name and acompany.com as the last name of the person.
The Anonymous User person record is used as the customer (consumer) of the case.

If multiple matches are found for the email address, the Select Sender link appears on the case, indicating that the call center agent needs to choose an email sender as the case customer. Click this link to specify a customer for the case, either by picking one from the search result, performing another customer search, or creating a new customer (consumer) using the quick create feature.

If this option is enabled, specify the business unit and display template family code used to create cases.

Business Unit

Specify the business unit used to create cases for inbound email that are routed to this group worklist.

If a business unit is not specified here, the system uses the identified customer of the new case to derive a setID, and uses this setID to get the business unit for case creation from the email business unit mapping of the associated mailbox definition. If customer setID cannot be determined, the default setID and business unit mapping is used. This method applies if the type of the associated mailbox is External, Partner, or Higher Education. For mailboxes of types Internal and Internal HR, the default business unit specified in the mailbox definition is used for case creation.

See Defining Mailbox Settings.

Template Family

Specify the display template family code that is used to create cases for inbound email that are routed to this group worklist.

If a display template family is not specified here, the system uses the business unit that is identified for case creation to derive the display template family to use from the Email Definition page. Depending on the definition, the family used can be different based on mailbox type for the same business unit.

See Defining Email Business Units.

Group Members

User ID

Enter user IDs for each individual user that is permitted to access this group worklist. The Description column displays each user's name.

If this worklist is associated with a provider group, remember to update the group worklist definition when the provider group membership changes.

Group Owner

Select this check box for exactly one group member. The selected member is the person with overall responsibility for ERMS entries in the worklist. The system sends this person notifications for each email that is not closed within the warning notification and final notification time frames for this worklist. The worklist owner can take ownership of any assigned email in this worklist.

Multichannel Communications Links

Use the links on the Group Worklist page only if the Group Worklist is ERMS Queue check box is selected.

Queue Setup	Click to access the queue definition for the current worklist. Use the Queue component to define settings that are beyond the basic default values that the system enters when it creates a new queue based on a PeopleSoft CRM group worklist.
Agent Setup	Click to access the Agent component, where you can define agent profile settings beyond the basic default values that the system enters when it creates agent definitions based on a PeopleSoft CRM group worklist.
Return to Mailbox/Worklist Association Details	Click to return to the Associate Worklist page. This link appears only if you accessed the Group Worklist page by transferring from the Associate Rules and Worklist page of the Mailbox Details component.

Applying Content-Based Routing Rules to a Mailbox

Defining Provider Groups

Reviewing Worklist Transaction Types

Access the Worklist Grid page (Set Up CRM, Common Definitions, Workflow, Worklist Grids, Worklist Grid).

Description

Enter a label for the transaction type. This label appears in the My Worklist page in the View By Type drop-down list box and in the Type column of the grid that displays worklist entries.

Note. The system displays the Type column only when View By Type is set to All.

Worklist Record Name

Displays the record or view for the worklist entries that belong to this worklist.

Note. Do not modify this value.

Working with PeopleSoft CRM Worklists

This section discusses how to:

Work with the PeopleSoft CRM worklist.
Complete business process worklist entries.
Set worklist preferences.
Add comments for a worklist entry.

Note. The Worklist link in the PeopleSoft portal header region accesses the PeopleTools worklist, not the PeopleSoft CRM worklist. Although both worklist pages display data from the same records, the PeopleSoft CRM worklist displays more information about each entry and is therefore preferred. To avoid user confusion between the two worklists, you can set up security so that users do not have permissions for the WORKLIST component (the PeopleTools worklist). This prevents the Worklist link from appearing in the Portal header.

Pages Used to Work with PeopleSoft CRM Worklists

Page Name	Definition Name	Navigation	Usage
My Worklist	RB_WF_WORKLISTS	My Worklist, My Worklist	Work with the PeopleSoft CRM worklist. You can also manage work notifications that are sent to you, to other workers that you supervise, or to groups that you belong to.
Worklist Options	RB_WL_USR_PREF_SEC	Click the Options toolbar button on the My Worklist page.	Set worklist options and preferences. For example, you can set the default folder and the default transaction type for the My Worklist page. You can also delegate your worklist entries to another worker for a specified range of dates (for example, to cover your worklist while you are on vacation).
Comments	RB_WL_COMMENTS_SEC	Click the Comment icon on the My Worklist page. Each worklist entry has its own worklist icon.	Create, edit, and review comments that are associated with individual worklist entries.

Working with the PeopleSoft CRM Worklist

Access the My Worklist page (My Worklist, My Worklist).

Toolbar

Refresh

Click to refresh the page to newly arrived worklist entries and other changes to your worklist contents. When viewing entries on group worklists, you must refresh to see changes that are caused by other group members.

Other page actions, such as changing the View By field, also refresh the page; use the Refresh toolbar button to refresh without making other changes to how you are viewing the worklist.

Folder Counts

Click to show the number of items in each folder. The folder count appears as a number in parentheses after the folder name.

Dynamically updating folder counts can cause significant performance degradation. Therefore, folder counts disappear when the worklist is next refreshed.

Options

Click to access the Worklist Options page, where you can choose the default folder and transaction type for the worklist, or delegate a worklist.

Formatting Conventions for Folders

Folder names have these formatting conventions:

Orange highlight indicates the currently selected folder.
A number in parentheses after the folder name indicates the total number of worklist items in the folder.

If you move the cursor over the folder name, pop-up text lists the number of unread entries in addition to the total number of entries.

Folders

Inbox	Click to display personal worklist entries that have not been moved to other folders. You can move worklist entries into folders from the Inbox view . You can also move worklist items from any previously created personal folder back to the Inbox or to another personal folder.
All	Click to display all your personal worklist entries. The All folder only shows personal worklist items.
Direct Reports	Click to display only the personal worklist entries of your direct reports (as defined on the worker record). This folder appears only if the current user has direct reports. When you use the direct reports view of your worklist, the Direct Reports drop-down list box appears so that you can further filter the worklist to display only entries for a specific person whom you supervise, or for all direct reports at once.
Group Worklists	Click to display only worklist entries that are in group worklists to which you belong. This folder appears only if the current user belongs to at least one group worklist. When you use the group worklists view of your worklist, the Group Worklist drop-down list box appears so that you can further filter the worklist to display only entries for a specific group worklist to which you belong, or for all group worklists at once.
Delegated	Click to display only worklist entries that have been delegated to you. This folder appears only if the current user has worklist items delegated to them from other users. When you use the delegated view of your worklist, the Owner drop-down list box appears so that you can further filter the worklist to display only entries for a specific person whose worklist has been delegated to you.

My Folders

Add	Click to access the Worklist - Add Folders page, where you can name and create a new personal folder.
Edit	Click to access the Worklist - Manage Folders page, where you can rename or delete a personal folder.
<Folder Name>	Click to view the contents of a personal folder.

See Managing Worklist Folders.

Worklist Filtering

View by Type

Select a value to filter worklist entries according to their type. Values vary based on the current content of the folder that is being viewed. The system displays only those values for which worklist entries exist in the drop-down list box.

The system displays values that are based on the type of folder. If a user selects the Personal, Inbox or All folder, the system displays in the All folder a combination of all types that exist in all personal folders. The system does not filter the transaction types down to the specific personal folder. If a user selects the Group Worklist, the system displays only those types of values that are associated with all group worklists to which the user is assigned. Similarly, when a user selects Direct Reports, the system displays all types for all of the user's direct reports.

Select All to display all entries that are in the worklist, regardless of type.

Select Notify to display all manual notifications, regardless of the originating component.

Other values represent various PeopleSoft CRM transactions.

See Transaction Types.

Search and Use Saved Search

Expand the Search section to display search fields for further filtering worklist entries. The search fields vary depending on the value in the View by Type field. For example, if only support case entries are shown, the search includes case-specific fields such as Case Status and Case Type.

Fields that pertain to the worklist entry itself (and not the underlying transaction) appear regardless of the transaction type that you are viewing.

The search section on the My Worklist page is an implementation of the configurable search tool and includes the personalization options and the saved search features of that tool. Select saved searches from the Use Saved Search drop-down list box to perform the search without expanding the Search section.

See Configuring Search Pages.

Fields for All Transaction Types

In general, these fields appear in the Worklist grid when the View by Type field is All and in the Search section regardless of the value in the View by Type field.

Type	The transaction type of the worklist entry. To filter by a single transaction type, using the View by Type drop-down list box is usually more efficient than using the Type field in the Search section. Use the search capabilities to filter by multiple transaction types using the in and not = operators. Note. The Type search field is only applicable when View By Type is equal to All.
Notification From	The person who sent a manual notification, or the person who performed an action that triggered an automated notification. For manual notifications, displays the name of the person who sends the notification. For automatic notifications, the sender is the person who performs the action that triggers the notification. For example, if notifications are automatically sent when a service order is assigned, the person who reassigned the order is considered to have sent the notification. Notifications that are triggered by an Application Engine process are considered to be from the user ID under which the process runs. For example, an entry on the ERMS worklist is considered to be sent by the person who initiates the Unstructured Email process (the process that creates the worklist entry).
Date/Time	The date and time that the entry arrived at the worklist.
Worklist Priority	The priority of the entry itself, as opposed to the priority of the underlying transaction. Some worklist entries arrive without any priority. Others have the priority set by the AAF policy that triggers the workflow. Also, users can manually change the value of this field on the My Worklist page. This is the only action on the My Worklist page that requires a manual save.
Notification Purpose	For manual notifications, the sender can optionally select a notification purpose. For automated notifications, the purpose is optionally set by the AAF policy that triggers the notification. Possible values include Approval Required, Assignment, Escalation, FYI , Follow-Up Requested, Hold Notification, SLA Exception, SLA Warning, Status Change, Task Assignment, and Update Notification. Not all values are relevant to all transaction types; the person or system that sends the notification selects from a relevant subset of possible values. This field appears only when the View by Type field is something other than All.

Completed Only

This field appears only in the Search section, not in the Worklist grid. Use it to filter worklist entries according to whether they are marked completed.

Select Yes to search for completed worklist entries. Select No to search for entries that are not complete. You cannot see both complete and incomplete entries simultaneously.

Additional Elements in the Worklist Entry Grid

These fields appear only in the worklist grid, not as search fields.

Select	Select to identify entries that are to be included when you perform worklist actions such as forwarding, reassigning, or marking entries completed. Use the Check All and Clear All links to facilitate the selection process.
Alerts	The Alerts column in the Worklist grid displays an optional icon that indicates the nature of the worklist entry: The envelope represents a manual notification. The single exclamation point represents a warning notification for an ERMS email. The system also displays the single exclamation point for all External Business Process entries, or when the Notification Purpose is set to SLA Warning. The double exclamation point represents a final notification for an ERMS email. The system also displays the double exclamation point when the Notification Purpose is set to SLA Exception.
Worklist Item	Click a link in this column to display the underlying application page that is related to the entry. The text of the link identifies the underlying transaction. Note. For the Case component: when the recipient opens the link contained within the worklist entry, the corresponding case page will be displayed, although the left hand navigation will remain collapsed. For manual notifications, clicking the link accesses the Notification page that, in turn, includes a link to the transaction where the notification originated. For automatic notifications, clicking the link takes you directly to the object from which the notification is sent. Note. You cannot drill down on completed items or on secured cases for which the user is not part of the provider group assigned to the underlying case. In these situations, the system disables the link.
Owner	The name specified here indicates the owner of the worklist item. This field only appears when viewing the Direct Reports or Delegated worklist folders.

Worklist Actions

Complete	Click to mark the selected entries as complete. For external business process worklist entries, the entry may require additional response data in order to be marked as complete. To provide required response data, you must access the corresponding outcome response page. Normally, completed entries do not appear in the Worklist grid. To view completed entries, expand the Search section, enter Yes in the Completed Only search field, and perform the search. Marking a worklist entry as complete does not change the status of the underlying transaction. Because email entries are tightly linked to the underlying email, those entries cannot be removed from the worklist unless the status of the underlying email is closed.
Forward	Click to send the selected entries to one or more individuals or groups that you select on the Forward Worklist Item page. When you forward worklist entries, you indicate whether the entry should be deleted from your own worklist, marked as complete on your worklist, or left in its current state on your worklist. You can also set the priority and the notification purpose for the forwarded entry. You cannot, however, forward email and external business process worklist entries.
Reassign	Click to reassign selected entries and their underlying transactions. This button is available only to reassign cases, service orders, and emails, and therefore is available only if the worklist is filtered to show only a reassignable transaction type. You complete the reassignment process on a reassignment page that is specific to the type of transaction that you are reassigning. Important! Reassigning modifies the underlying transaction. Use the Forward button to send someone a worklist entry without reassigning the underlying transaction.
Accept	Click to assign selected ERMS worklist entries to yourself. Only email that is currently unassigned can be accepted, so this button affects only entries that are currently part of a group worklist, not an individual worklist. This button appears only when the worklist is filtered to show only email entries. When an email worklist entry is accepted, both the worklist entry and the underlying email are updated to reflect the assignment. The underlying email retains a record of the group worklist from which the email is accepted.
Delete	Click to delete the selected worklist entries. Unlike entries that are marked complete, deleted entries are permanently removed from the system. You cannot delete email and external business process worklist entries, however.
Move To and Go	Select a folder to which the selected worklist entries will be moved. Click the Go button to perform the move. Users can move entries only among personal folders (including the Inbox). The currently displayed folder is not listed in the drop-down list box. To create a new folder, select [New Folder] and click the Go button. The Add Folders page appears so that you can enter a folder name. When you complete the Add Folder page, the system moves the selected worklist entries to the newly created folder. The Move To field is not available when viewing entries from the Direct Reports or Delegated worklist folders.

See Also

Enterprise PeopleTools 8.50 PeopleBook: Workflow Technology

Completing Business Process Worklist Entries

See Completing Business Process Worklist Entries.

Setting Worklist Preferences

Access the Worklist Options page (click the Options toolbar button on the My Worklist page).

Folder Defaults

Folder

Select the folder that you want to see when you first access your worklist.

The system displays only folders that are applicable to the user. That is, if the user is not assigned to any group worklist, then the system does not display the group worklist as an option

View By Type

Select the type of transaction that you want to see when you first access your worklist.

Delegates

Use the Delegated By [Name] grid to delegate your worklist entries to another worker or to a group worklist for a specified period of time. Supervisors may also delegate the worklist entries of their direct reports.

Start Date	Specify the start date for delegation of the worklist items.
End Date	Specify the end date for delegation of the worklist items.
Worklist Name	Indicate the worklist whose items you wish to delegate. Note. This field only appears for supervisors, and enables them to define delegation of their own worklist, the worklist of one of their direct reports, or the worklists of all of their direct reports.
Delegate Type	Indicate if you are delegating worklist items to a group worklist or to an individual.
Delegate Name	Specify the name of the group worklist or of the individual to whom you wish to delegate the worklist items.
Read Only	Select this option to allow the delegated group worklist or individual read-only access to the worklist items.

Use the Delegated By Supervisor grid to view any delegation(s) of your worklist that have been made for you by your supervisor. Workers cannot change these entries: they may only view them.

Adding Comments for a Worklist Entry

Access the Comments page (click the Comment icon on the My Worklist page).

Note. You do not need to access this page to view comments. Instead, you can place the cursor over the Comments icon on the My Worklist page. The full comment text appears as popup text.

Managing Worklist Folders

This section discusses how to:

Create worklist folders.
Edit and delete worklist folders.

Pages Used to Manage Worklist Folders

Page Name	Definition Name	Navigation	Usage
Worklist - Add Folders	RB_WL_FLDR_ADD_SEC	My Worklist, My Worklist Click the Add link in the My Folders group box on the My Worklist page.	Create a new worklist folder.
Worklist - Manage Folders	RB_WL_FLDR_EDT_SEC	Click the Edit link in the My Folders group box on the My Worklist page.	Modify folder names and delete folders. Note. You cannot delete folders until all uncompleted items are moved from the folder. Any completed items that exist in the folder are automatically moved to the user's Inbox

Page Name

Definition Name

Navigation

Usage

Worklist - Add Folders

RB_WL_FLDR_ADD_SEC

My Worklist, My Worklist

Click the Add link in the My Folders group box on the My Worklist page.

Create a new worklist folder.

Worklist - Manage Folders

RB_WL_FLDR_EDT_SEC

Click the Edit link in the My Folders group box on the My Worklist page.

Modify folder names and delete folders.

Note. You cannot delete folders until all uncompleted items are moved from the folder. Any completed items that exist in the folder are automatically moved to the user's Inbox

Creating Worklist Folders

Access the Worklist - Add Folders page (click the Add link in the My Folders group box on the My Worklist page).

Folder Name

Enter the name of the new folder you want to create and then click OK.

Editing and Deleting Worklist Folders

Access the Worklist - Manage Folders page (click the Edit link in the My Folders group box on the My Worklist page).

Folder Name

To modify the name of a folder type over the text in the field and then click OK.

Total Worklist Items

Indicates the total number of worklist items in the folder.

Click to delete the folder.

Publishing and Viewing Worklist Entries as a Feed

This section discusses how to :

Publish a worklist feed.
Publish a feed definition.
Set advanced feed options.
Publish a feed definition to other sites.
View a worklist feed.

Pages Used to Publish a Worklist Feed

Page Name	Definition Name	Navigation	Usage
My Worklist - Publish as Feed	PTFP_PUB_AS_LIST	My Worklist, My Worklist. Click the Publish as Feed link.	Review, edit, or add feed definitions for this item.
My Worklist - Publish Feed Definition	PTFP_PUB_AS_FEED	My Worklist, My Worklist. Click the Publish as Feed link, then click the Add Feed button.	Set the values to create or update a feed definition.
My Worklist - Advanced Feed Options	RBWL_PUB_AS_ADVOPT	My Worklist, My Worklist. Click the Publish as Feed link, then click the Add Feed button, and then click the Advanced Options link.	Set advanced options for the feed, such as the maximum number of entries for the feed.
My Worklist - Publish Feed Definition to Sites	PTFP_PUB_AS_SITES	Click the Publish as Feed to Other Sites link from the Publish Feed Definitions page. Note: this link is only visible after you have first published the feed.	Publish a feed definition to other sites. Use this to publish the selected feed to other portals.

Publishing a Worklist Feed

Access the My Worklist - Publish as Feed page (My Worklist, My Worklist. Click the Publish as Feed link).

As delivered, the Publish as Feed link on the My Worklist page is visible only to users with the role of Feed Administrator. You must have this role to publish the feed.

Once a feed has been added, you may edit or delete the entry.

Add Feed

Click this to add the feed. The My Worklist - Publish Feed Definition page will appear.

Publishing a Feed Definition

Access the My Worklist - Publish Feed Definition page (My Worklist, My Worklist. Click the Publish as Feed link, then click the Add Feed button).

Advanced Options

Click this link to access the My Worklist - Advanced Options page, which enables you to set the maximum number of permitted entries to appear on the feed.

Publish

Click this button to publish the feed.

Setting Advanced Feed Options

Access the My Worklist - Advanced Feed Options page (My Worklist, My Worklist. Click the Publish as Feed link, then click the Add Feed button, then click the Advanced Options link).

Max Number of Entries

Set the maximum number of entries to display on this feed. A value of blank or zero indicates that an unlimited number of entries are allowed.

Publishing a Feed Definition to Other Sites

Access the Publish Feed Definition to Sites page (click the Publish as Feed to Other Sites link from the Publish Feed Definitions page. Note, this link is only visible after you have first published the feed.)

Use this page to select other sites (portals) to which you want to publish the selected feed.

Select the desired sites and click the Publish Feed button.

Viewing the Worklist Feed

Access the My Worklist page (My Worklist, My Worklist.)

If the Worklist has been published as a feed, the My Worklist page will contain a Feed drop down link (also referred to as a Related Feeds hover menu) to access the My Worklist Items feed.

Click the My Worklist Items feed link to open a new browser displaying the worklist items as a feed.

Access the feed for My Worklist entries page (My Worklist, My Worklist. Click the My Worklist Items link.)

Use this page to view your worklist entries.

Note that different browsers may display feeds in slightly different formats.

Forwarding and Reassigning Worklist Entries

This section discusses how to:

Forward worklist entries.
Reassign cases and service orders from the worklist.
Reassign email from the worklist.

Pages Used to Forward and Reassign Worklist Entries

Page Name	Definition Name	Navigation	Usage
My Worklist - Forward Worklist Items	RB_WL_FORWARD_SEC	My Worklist, My Worklist Select at least one worklist entry on the My Worklist page and click the Reassign button.	Forward a worklist entry to another worklist without reassigning either the worklist entry or the underlying transaction. Email worklist items and external business process items cannot be forwarded.
Worklist - Reassign <transaction type>	RB_WL_REASSIGN_SEC	On the My Worklist page, filter the worklist to show only cases or only service orders. Select at least one entry and click the Reassign button.	Reassign cases or service orders and their corresponding worklist entries.
Reassign Email Item to Selected Worklist	RB_EM_IB_RAS_SEC	On the My Worklist page, filter the worklist to show only email entries, select at least one entry, and click the Reassign button. Correspondence, Search Inbound Emails, Email Workspace Click the Reassign toolbar button.	Reassign both an email and its corresponding worklist entries.

Forwarding Worklist Entries

Access the My Worklist - Forward Worklist Items page (select at least one worklist entry on the My Worklist page and click the Forward button).

Name

Select the name of the person to whom you want to forward the worklist item. You can only forward worklist items to persons that are associated with a user ID.

Group Worklist

Select the group worklist to which you want to forward the selected worklist items.

Direct Report

Select the direct report to whom you want to forward the worklist item. If you are a supervisor of at least one direct report, this drop-down list box displays the direct reports assigned to you. . If you are not a supervisor, this field is hidden.

Add to Recipients

Click to add any user, group worklist, or direct report selected to the Recipients grid. After you add a recipient, the system refreshes the Name, Group Worklist, and Direct Report fields, if applicable. This enables you to select additional recipients.

Recipients

This section displays a list of recipients to which the selected worklist items will be forwarded.

Worklist Priority

Select the priority that you want the forwarded items to have when they are transferred to the recipients' worklist. The use of this field is optional.

Notification Purpose

Select a notification purpose to add to the forwarded worklist item. The use of this field is optional.

Comment

Enter any comments that you want added to the worklist item. The use of this field is optional.

Options

Select one of the these options:

None: The system performs no actions on the forwarding user's selected worklist items.

Mark as Completed: The system marks all worklist items selected to be forwarded as complete in the forwarding user's worklist.

Delete From My Worklist: The system deletes all worklist items selected to be forwarded from the forwarding user's worklist.

Reassigning Cases and Service Orders from the Worklist

Access the Worklist - Reassign <transaction type> page (on the My Worklist page, filter the worklist to show only cases or only service orders, then select at least one entry and click the Reassign button).

Worklist Items

This grid displays information about the transactions that you selected for reassignment. Review the list before completing the reassignment, and clear the Select check box for any transactions that you decide not to reassign. You cannot add more transactions to the grid; to reassign additional transactions, return to the My Worklist page.

Provider Group

Select a provider group to reassign the selected transactions to. If you have already entered an individual assignee in either the Assigned To or Direct Report fields, and if the assignee does not belong to the provider group that you choose, then the assignee information is cleared.

Note. Provider group is required when reassigning a secured case. It is also required if you are reassigning all service orders.

Assigned To

Enter the name of the individual to whom the transaction will be assigned. If you have already selected a provider group, the Assigned To field accepts only provider group members. Otherwise, you can select any worker.

If the user has direct reports, this field and the Direct Reports field are mutually exclusive options and the user must select which one to use. You can also search by name, first name or last name.

Direct Report

Select to assign the transactions to a direct report, and select the person's name from the drop-down list box. The reporting relationship is determined by the supervisor field on the worker record.

Although you can use the Assigned To field to assign the transactions to a direct report, the Direct Report drop-down list box simplifies this process by presenting you with a filtered list that shows only your direct reports.

This field appears only when the current user has direct reports.

Reassigning Email from the Worklist

Access the Worklist - Reassign Email Item to Selected Worklist page (on the My Worklist page, filter the worklist to show only email entries, select at least one entry, and click the Reassign button).

Note. If you reassign an email from the Email Workspace component, the same reassignment page appears and the name of the page is changed to Select Worklist.

Reassign Email Item to Selected Worklist

The system displays reassignment suggestions in this section of the pages based on email scoring. This section appears only if a user selects a single email item for reassignment and if finds a non-zero score for that email. An email gets a score when the email contains one or more keywords for which a value has been previously assigned.

You can select from suggested group worklists on this page if Verity system that you have installed successfully returns scores for best matching group worklists after performing the content analysis.

Select	Select the group worklist or individual to route the worklist entry to.
Score	Displays, if available, the content analysis score that is returned. It represents how closely the email matched the content analysis criteria that the organization defines for the worklist. This information can help a user determine the most suitable worklist for the email.
Group Worklist Name	Select the worklist to which you want to send the ERMS worklist entry. Use the blank row to specify a group worklist that is not listed in the grid.
Individual (optional)	Select a member of the selected group worklist. You must select a group worklist before this drop-down list box becomes visible.

Reassignment Details

Reason

Select a routing reason. Use one of the following values for manual rerouting: Escalated, Misrouted, Overridden, Reassigned, or Other.

There are other values available that are used during automatic rerouting, but not normally appropriate for manual reassignment. These values are Accepted, Bypassed, Encoding, Oversized, Requeued, and Routed.

Comments

Enter a comment that provides information about the reassignment. This is required if the routing reason is Other.

Folder Name	To modify the name of a folder type over the text in the field and then click OK.
Total Worklist Items	Indicates the total number of worklist items in the folder.
	Click to delete the folder.

Advanced Options	Click this link to access the My Worklist - Advanced Options page, which enables you to set the maximum number of permitted entries to appear on the feed.
Publish	Click this button to publish the feed.

Name	Select the name of the person to whom you want to forward the worklist item. You can only forward worklist items to persons that are associated with a user ID.
Group Worklist	Select the group worklist to which you want to forward the selected worklist items.
Direct Report	Select the direct report to whom you want to forward the worklist item. If you are a supervisor of at least one direct report, this drop-down list box displays the direct reports assigned to you. . If you are not a supervisor, this field is hidden.
Add to Recipients	Click to add any user, group worklist, or direct report selected to the Recipients grid. After you add a recipient, the system refreshes the Name, Group Worklist, and Direct Report fields, if applicable. This enables you to select additional recipients.
Recipients	This section displays a list of recipients to which the selected worklist items will be forwarded.
Worklist Priority	Select the priority that you want the forwarded items to have when they are transferred to the recipients' worklist. The use of this field is optional.
Notification Purpose	Select a notification purpose to add to the forwarded worklist item. The use of this field is optional.
Comment	Enter any comments that you want added to the worklist item. The use of this field is optional.
Options	Select one of the these options: None: The system performs no actions on the forwarding user's selected worklist items. Mark as Completed: The system marks all worklist items selected to be forwarded as complete in the forwarding user's worklist. Delete From My Worklist: The system deletes all worklist items selected to be forwarded from the forwarding user's worklist.

Worklist Items	This grid displays information about the transactions that you selected for reassignment. Review the list before completing the reassignment, and clear the Select check box for any transactions that you decide not to reassign. You cannot add more transactions to the grid; to reassign additional transactions, return to the My Worklist page.
Provider Group	Select a provider group to reassign the selected transactions to. If you have already entered an individual assignee in either the Assigned To or Direct Report fields, and if the assignee does not belong to the provider group that you choose, then the assignee information is cleared. Note. Provider group is required when reassigning a secured case. It is also required if you are reassigning all service orders.
Assigned To	Enter the name of the individual to whom the transaction will be assigned. If you have already selected a provider group, the Assigned To field accepts only provider group members. Otherwise, you can select any worker. If the user has direct reports, this field and the Direct Reports field are mutually exclusive options and the user must select which one to use. You can also search by name, first name or last name.
Direct Report	Select to assign the transactions to a direct report, and select the person's name from the drop-down list box. The reporting relationship is determined by the supervisor field on the worker record. Although you can use the Assigned To field to assign the transactions to a direct report, the Direct Report drop-down list box simplifies this process by presenting you with a filtered list that shows only your direct reports. This field appears only when the current user has direct reports.