My Work Items

Overview

The My Work Items page displays work items that require action from the signed-in user.

The page includes:

Work items owned by the user
Work items for which another user has requested the user’s feedback

The page is organized into two tabs. Both tabs share the same layout, search, sort, and column configuration. The difference between the tabs is the set of work items displayed and the actions available on each work item.

Table 1. My Work Items Tabs
Tab	Work Items Displayed	Purpose
My Work Items	All work items assigned to the user with status `In Progress` or `Awaiting Feedback`.	Enables the user to view and process owned work items.
Feedback Request	Work items assigned to the user with status Awaiting Feedback, where the user is the designated feedback responder.	Enables the user to respond to feedback requests.

My Work Items Tab

My Work Items Displayed

The My Work Items tab displays work items that are assigned to and owned by the user.

Work items with either of the following statuses can appear on this tab:

In Progress
Awaiting Feedback

A work item remains on this tab when its owner requests feedback from another user. Ownership is not transferred to the feedback responder.

Feedback Request Tab

Feedback Request Work Items Displayed

The Feedback Requests tab displays work items for which the signed-in user is the designated feedback responder.

These work items are owned by other users. The work item owner has requested information or guidance before continuing with resolution.

A work item appears on this tab when both of the following conditions are met:

The work item has the status Awaiting Feedback.
The signed-in user is the designated feedback responder.

After the user submits the feedback response:

The work item is removed from the Feedback Requests tab.
The work item status changes to In Progress.
The work item remains assigned to its original owner.

SLA Status

Each work item can display the following SLA indicators:

SLA
Global SLA

SLA tracks the deadline configured for the individual work item.

Global SLA tracks the deadline configured for the associated claim.

Both columns use the same status labels.

Table 2. SLA Status Labels
Label	Color	Condition
On Track	Grey	System time is before the SLA risk threshold. No action required on SLA.
At Risk	Orange	System time has crossed the risk threshold but the due time has not yet passed. The work item is approaching its deadline.
Breached	Red	System time has passed the SLA due time. The work item is overdue.

When no SLA is configured for a work item, no label is rendered in the SLA column. When no global SLA is configured for the claim, no label is rendered in the Global SLA column.

Example 1. Example

A work item has an SLA due time of 14:00 and an SLA risk time of 11:00.

At 09:30, system time is before the risk time. Label: On Track (grey).
At 12:00, system time has passed the risk time but not the due time. Label: At Risk (orange).
At 15:00, system time has passed the due time. Label: Breached (red).

Total Time on Hold

The generic work item API computes and returns the total time on hold as a derived attribute.

Row-Level Actions

Row-level actions are accessed from the three-dot menu (…) at the end of each work item row. The available actions depend on:

The selected tab
The work item status
Whether the work item is on hold
The user’s queue role
The user’s access privileges

Actions that the user is not authorized to perform are not displayed.

Resolve a Work Item

Use Resolve to complete the required pend resolution and submit the claim.

To resolve a work item:

Click … > Resolve on the work item row.
Complete the required fields in the drawer that opens.
Click Resolve to submit, or Cancel to dismiss the drawer without making changes.
Resolve invokes Submit a Claim for Processing.

The work item is closed and removed from the list on a successful response.

Place a Work Item on Hold

Places the work item on hold, pausing active processing. Available when the work item is not currently on hold.

To place a work item on hold:

Click … > Hold on the work item row.
Select a Hold Reason from the list. This field is required.
Enter a Note in the free-text field. This field is required.
Click Hold to submit, or Cancel to dismiss the drawer without making changes.

After the hold is applied:

The work item remains in the active list.
The Hold Type column displays the selected hold reason.
The note is saved against the claim.

Release a Hold

Use Release to release the active hold and return the work item to active processing.

To release a hold:

Click … > Release on the work item row.
Optionally enter a Note in the free-text field.
Click Release to submit, or Cancel to dismiss the drawer without making changes.

The hold is lifted and the Hold Type column is cleared on a successful response.

Request Feedback

Use Request Feedback when information or guidance from another user is required before processing can continue.

To request feedback:

Click … > Request Feedback on the work item row.
Select the feedback responder in the Feedback To field. This field is required.
Enter the feedback question or relevant context in the Note field. This field is required.
Click Submit to raise the request, or Cancel to dismiss the drawer without making changes.

After the request is submitted:

The work item status changes to Awaiting Feedback.
The name of the feedback responder is displayed on the work item.
The work item appears on the feedback responder’s Feedback Requests tab.
The work item remains assigned to its original owner.

Provide Feedback

Use Provide Feedback to respond to a feedback request.

This action is available on the Feedback Requests tab when:

The work item has the status Awaiting Feedback.
The signed-in user is the designated feedback responder.

To provide feedback:

On the Feedback Request tab, click … > Provide Feedback on the work item row.
The Notes drawer opens. The existing notes history for the associated claim is displayed in reverse chronological order at the bottom of the drawer.
Enter the feedback response in the Feedback Response field. This field is required.
Click Submit or Save.

Table 3. Feedback Response Options
Option	Behavior
Submit	The feedback response is submitted. The feedback loop is closed. The work item is removed from the Feedback Request tab and returned to the owner’s My Work Items tab with status In Progress.
Save	The feedback response is saved as a note against the claim. The drawer remains open. The work item status does not change. The feedback loop remains open. Use this option when the investigation is ongoing and the final response is not yet ready.

View or Add Notes

Use Notes to view the notes associated with the claim. Available on all views and on work items in all states, including closed work items.

To view or add a note:

Click … > Notes on the work item row.
The Notes drawer opens on the right side of the page.
Enter the note text and save.

Notes are stored against the claim and are visible wherever that claim is accessed in the system.

Bulk Action

Resolve

Resolve can be applied to a single work item or to several at once. One or more work items are selected using the checkboxes in the first column, and the Resolve header action then resolves all of them in a single operation. The behavior for each selected work item is identical to the row-level Resolve. The only difference is that multiple work items are resolved together. Only work items assigned to the user can be resolved; the user cannot resolve work items assigned to other users.

For more information, see Resolve.

Fetch Next

Fetch Next is the action a Queue User uses to receive the next work item to work on instead of manually scanning a queue and selecting one. The system selects the work item based on queue resolution ordering.

Users can access this action from the following pages:

My Work Items
Claim search page
Claim detail page

The action performs the same function on each page, but the button label depends on the page:

Page	Button
My Work Items	Fetch Next
Claim search page	Next Work Item
Claim detail page	Next Work Item

Page

Button

My Work Items

Fetch Next

Claim search page

Next Work Item

Claim detail page

Next Work Item

To hide the button for users who do not use Worklist, revoke the CO0030 function access.

Auto-Refresh

The page refreshes automatically every 2 minutes when no interaction has been detected.

Auto-refresh behavior is common to all Worklist views.

The inactivity timer resets on any of the following interactions:

Mouse movement within the page
Keyboard input
Scroll
Click on any page element, such as a row, button, filter, or tab
Opening or closing a drawer or dialog

When the timer expires, the table data is refreshed to reflect the latest state of all work items.

Action Availability by Role

The actions available on a work item depend on the role held on the queue and on the view. Queue Users work their own assigned items; Queue Admins oversee all items on their queues.

Table 4. Action Availability by Role
Action	Where / Scope	Row-Level	Bulk (Header)
Queue User: My Work Items and Feedback Request
Resolve	Own assigned work items	Yes	Yes
Hold	Own assigned work items	Yes	No
Release	Own held work items	Yes	No
Request Feedback	Own assigned work items	Yes	No
Provide Feedback	Feedback Request tab, when responder	Yes	No
Notes	Any work item, any state	Yes	No
Queue Admin: Assigned Work Items
Assign (reassign)	Any assigned item in admin’s queues	Yes	Yes
Update Priority	Any assigned item in admin’s queues	Yes	No
Hold	Any assigned item in admin’s queues	Yes	No
Release	Any held item in admin’s queues	Yes	No
Request Feedback	Any assigned item in admin’s queues	Yes	No
Notes	Any work item, any state	Yes	No
Queue Admin: Unassigned Work Items
Assign	Any unassigned item in admin’s queues	Yes	Yes
Update Priority	Any unassigned item in admin’s queues	Yes	No
Hold	Any unassigned item in admin’s queues	Yes	No
Release	Any held unassigned item	Yes	No
Notes	Any work item, any state	Yes	No
Both Roles: Closed Work Items
Notes	Any closed work item in view	Yes	No

Resolve is a Queue User action on My Work Items only. It is performed at row level or in bulk on selected own items. Admins do not resolve from the oversight views; they navigate into the claim to resolve. Hold and Release never appear together. The menu shows one or the other depending on whether the item is currently on hold.